Armor Texas Insurance Agency

We received a phone call on April 24, 2017 from [redacted] asking to be added as a driver and add her vehicle to a policy under the name of [redacted]. I explained to [redacted] that [redacted] would have to be the one requesting the changes and that we are only able to add her and her vehicle to the...

policy if she lives in the same household as [redacted], otherwise she would have to purchase a separate policy. [redacted] called the office and requested to add [redacted] and a 2005 Honda Odyssey to her policy. At that time, we obtained [redacted]' information and the vehicle information and submitted the endorsement via [redacted] Insurance Agency's website. That was on Friday, February 24th. The premium increase from the date the endorsement was submitted through the expiration date of the policy (06/01/2017) was $61.00, of which $38.50 was due with the endorsement; the balance for the endorsement would be spread over the insured's future installments. This premium was based on the information provided by [redacted], including driving history, which she told us no tickets/accidents/claims in the last 3 years with a valid drivers license. The total charged to [redacted]'s card on February 24th was $58.50 which included a $20.00 endorsement fee which was explained to her and [redacted]. On Monday, February 27, 2017 I received a phone call from [redacted]'s underwriting department regarding the endorsement request. The underwriter stated that they were unable to process the endorsement as submitted due to [redacted] being an unacceptable driver per [redacted]'s underwriting guidelines; her drivers license was suspended and she had 3 violations on her driving record. While [redacted] was not added as a driver, the carrier did process the endorsement to add the 2005 Honda Odyssey to the policy. At this time, I contacted [redacted] and [redacted] Odell, I explained to them that the carrier did process the endorsement to add the vehicle but rejected [redacted] as a rated/active driver. I at that point also quoted a separate policy for [redacted] and gave her the quote. The premium for this policy was about $100/mo. [redacted]'s underwriting department issued a request to have [redacted] excluded from [redacted]'s policy, and [redacted] came into the office on February 28, 2017 to sign the exclusion and removed the 2005 Honda Odyssey from her policy. When [redacted] was in the office, I asked her what [redacted] was going to do as far as coverage, I explained that I had given [redacted] a quote and she had not called me back to purchase the policy. [redacted] at that time told me she was not sure. I explained to [redacted] the reason the carrier was requesting for [redacted] to be excluded was because of her driving record and because of her residing in [redacted]'s household which [redacted] admitted that [redacted] did not in fact live in her household, she was just trying to help her out by adding [redacted] to her ([redacted]'s) policy. After about a week, [redacted] contacted my office asking for a refund and while I was out of the office, one of the representatives here in my office explained to [redacted] that the payment was submitted to the carrier, and that the credit would remain on [redacted]'s policy, thus resulting in a decrease to [redacted]'s future payments and that she would have to discuss this with [redacted]. We explained the same thing to [redacted] as well, and [redacted] told us that [redacted] owes her some money and not to refund her any money. Once receiving notification that a complaint was filed, I contacted [redacted] and went over the details regarding the premiums and endorsements submitted, explained the premium that was charged by the carrier for the time the vehicle was on [redacted]'s policy, and gave an estimated amount as far as credit on [redacted]'s policy. I also contacted [redacted] to let her know the situation and she understood and agreed that she and [redacted] would have to discuss amongst themselves. The premium that was charged by [redacted] for the days the vehicle was insured was about $19 per endorsement dec pages [the quoted premium of $61 was less than the actual premium increase of $84 due to the change in the rating factors (1 driver and 2 vehicles vs 2 drivers and 2 vehicles)].