Brown & Brown of California, Inc.

Review: I had insurance with [redacted] equity insurance, now called Brown and Brown insurance for about 3 years. I bought a new car in November of 2013. I have always paid on time and had the money deducted from my account automatically. Therefore I have never missed a payment and I have never been late. When I bought a new car they recommended I switch to a new company that they broker though. I put my insurance needs in their hands because that is what they do. I continued having my payments taken out of my account like I had done for years before. I got a call in September of 2014 from a collections company saying I owe $78 dollars from my previous insurance. I was never told I had an outstanding balance. I reached out to the company and they told me I needed to send in a declaration page from my new insurance and the collections would be removed from my credit. I sent it in and haven't heard from them since. I am applying for a new car loan and they pulled my credit. The collections is still on my account so I was declined for a loan. I reached back out to Brown and Brown and asked them to please look into the situation. They are now saying that I do in fact owe that money and the collection is now on my credit report. I have gotten three different reasons why I owe this money. It seems like no one can give me an answer as to why this has happened and why I owe this money. I am not an insurance agent. I put my faith and needs in this company to provide me with this service. I paid every month without any lapse. I am not satisfied with the handing of this situation.Desired Settlement: I would like this removed from my credit report and paid.

Business

Response:

Our office is in receipt of the complaint dated January 28, 2015 that was submitted to you by Ms. [redacted]. Brown & Brown Insurance Brokers ofSacramento is an Insurance Agent and Broker for several different Managing General Agents and Insurance Companies. Brown & Brown helped procure a personal auto and renter’s policy for Ms. [redacted].Ms. [redacted]’s policy was effective 2/28/2013 with Safeco Insurance Company. She paid by recurring credit card for auto and renters insurance. On 11/18/13, she requested our office to change her vehicle to a 2014 V.W. Jetta; this change increased her premium by $50.89. This change was for the period of 11/18/13 to the renewal date 02/28/2014. As her agent, Brown & Brown shopped her insurance for a better rate and she agreed and accepted the coverage through Unigard Insurance effective 12/17/2013. Her monthly payments were set up with the first installment scheduled for February 2014.The last payment she made with Safeco was on 11/18/13. The Safeco policy cancelled on 12/17/2013, which left an earned premium due of $77.75. Safeco Insurance mailed her two billing statements: one in December 2013 and one in January 2014 indicating she owed an amount of $77.75. Both mailings were sent to her homeaddress. The January 18, 2014 letter indicated that if she did not pay the past due amount of $77.75, the debt would be referred to collections. To the best of our knowledge, Ms. [redacted] never made an attempt to contact our office and discuss these notices. On 10/7/2014, she stopped by our office and showed the agent the collections notice she received. At that time, the agent sent over a copy of the replacement coverage to the collection company. On 1/27/2015, Ms. [redacted] emailed our customer service department explaining that she had received a collections notice in September 2014 for $78.00. Ms. [redacted] mentioned that she was attempting to buy a car and wanted this removed from her credit report.After speaking with Safeco Insurance this week, we understand that the debt has been satisfied; however, they are unable to remove it from her credit history. We believethat Ms. [redacted] should be able to resolve this issue with the credit reporting agency by notifying them that the debt was satisfied and Safeco Insurance does not intend to pursue this matter any further. Of note, Ms. [redacted] still currently has her personal auto and renters insurance through our office with Unigard Insurance. In summary, I hope this helps to clarify this matter. We want to cooperate in any way possible to make sure the insured is treated fairly. If you require additional information, please do not hesitate to contact the undersigned. Thank you, [redacted]Operations Manager

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: I cancelled my [redacted] policy on December 11, 2015 (Policy Number [redacted]) with Brown & Brown Insurance. Brown & Brown needs to return my $589.15, which was paid to them through the [redacted]. A man from Brown & Brown Insurance insulted me and was extremely rude to me on the telephone. The customer service of this company is terrible. They do not return phone messages or respond to emails. Therefore, I cannot continue to do business with Brown & Brown Insurance. In addition, not all members of the minority need to wait for a "white sale" to be able to afford to buy insurance. Some companies should not be selling their services to members of the minority just to get their money. They did not provide any customer service to me. I don't like Brown & Brown Insurance because it is impossible for me to speak to anyone there without being insulted and belittled. I am just asking them to return my money.Desired Settlement: I am just asking them to return my money, $589.15.

Business

Response:

This will respond to your email dated December 29th, 2015. Where Mr. [redacted] is waiting for a refund od $589.15. Mr. [redacted] obtained insurance through Brown & Brown Insurance Brokers on December 11th, 2014 and we placed him with [redacted] Insurance. During the year we had good email and phone communication with our client. Mr. [redacted]’s renewal came up on December 11th, 2015 and the renewal was sent out to him. He called in on October 28th, 2015 to try and take out optional coverage’s including workers compensation for $6 and we told him it was built into the policy and could not be removed. He said he would take his business elsewhere. [redacted] received a letter from him wishing to cancel his policy effective renewal December 11th, 2015. We received a letter dated December 24th, 2015 with a copy of the other letter and called Mr. [redacted] to let him know that [redacted] have issued a refund check in the amount of $589.15 CK#[redacted] and was mailed to Mr. [redacted] from [redacted] Insurance on December 23rd, 2015.In summary, I hope that this helps to clarify the transaction. We want to cooperate in any way possible to make sure the insured is treated fairly. Respectfully submitted,[redacted]Personal Lines Manager