Complaint: [redacted] I am rejecting this response because:Let me make things clear about my complaint: I really don’t have an issue with [redacted] decision to decline my application for home insuranceI totally respect their decision and I understand that companies like them always make the decision which best protect their business interest My real issue is with the way the situation was handled by Brokerlink’s agentAfter [redacted] Insurance declined my application, their agent should have made his best effort to contact me and inform me of the outcome of my applicationWe were communicating thru email all throughout the application process and he never sent me an email informing that my application was declinedIf he did, it would have appeared in the email thread that I submitted along with this complaintIf the agent tried to phone me and couldn’t get hold of me, isn’t your agent sensible enough to at least leave me a message?!?! We can actually verify your claim that your agent tried to contact me by sending me a copy of the email and/or the date and time he tried to phone me, if your agent really did try to contact meI am sure all of this info is verifiable as you keep records of all outgoing / incoming communication with your clientsOnce you have provided me this, I will drop my complaint against you.The second issue is that on June 1, the day I found out that my property didn’t have any insurance coverage, I phoned the same agent to ask him what happened to my application and this was the same day he told that my application was declinedHe also told me that he would “look at other market” for my insurance need for my property and would get back to me on this I never heard from him since then! I would have expected him to be able to relate to what I am going through that time because I was very worried that my property didn’t have insurance coverage for two months already! I was really hoping he would make it up to me by helping me find coverage solution for my propertyBut no, he just simply walked away from it all!!! I also have recording of this phone conversation which I also submitted along with my complaintNow, my question, in those two instances was your agent compliant with the standards of what would be considered as acceptable “good customer service”? Sincerely, [redacted]
In late February of 2016, the customer contacted the BrokerLink Century Point office located in Edmonton to request a quote for a policy on their rental propertyOur broker provided a quote from *** *** but cautioned the customer that *** did not normally write standalone residential
policies and may also have a concern with them no longer living in AlbertaOur representative offered to quote a policy with *** *** *** knowing that the *** application was uncertainThe customer declined the option for an application to *** *** *** indicating that he preferred to be with *** InsuranceA premium was quoted which he indicated he was prepared to accept and he requested that we proceed with the coverage applicationOur broker would have made it clear that he could not bind coverage given the circumstance
Unfortunately, it appears that the customer was under the impression that the coverage was bound and active when that was not the caseWe regret that he did not fully understand that *** Insurance would not automatically accept his application and that when they declined to provide the coverage it left him without insurance for his home
Our representative indicates that he attempted to call when the application was declined but did not reach himHe became busy and did not follow up to advise him that the policy application had not been acceptedWe want to extend our sincere apologies for the situation that has occurredWe have addressed the implications of the situation with the broker on file to better assure this scenario does not happen again
At BrokerLink we are committed to delivering an exceptional customer experience and regret the error that impacted this customerShould he wish to discuss the matter further, our management team in Edmonton is happy to work with him to find a coverage solution that meets his needs
Complaint: [redacted]
I am rejecting this response because:Let me make things clear about my complaint: I really don’t have an issue with [redacted] decision to decline my application for home insurance. I totally respect their decision and I understand that companies like them always make the decision which best protect their business interest. My real issue is with the way the situation was handled by Brokerlink’s agent. After [redacted] Insurance declined my application, their agent should have made his best effort to contact me and inform me of the outcome of my application. We were communicating thru email all throughout the application process and he never sent me an email informing that my application was declined. If he did, it would have appeared in the email thread that I submitted along with this complaint. If the agent tried to phone me and couldn’t get hold of me, isn’t your agent sensible enough to at least leave me a message?!?! We can actually verify your claim that your agent tried to contact me by sending me a copy of the email and/or the date and time he tried to phone me, if your agent really did try to contact me. I am sure all of this info is verifiable as you keep records of all outgoing / incoming communication with your clients. Once you have provided me this, I will drop my complaint against you.The second issue is that on June 1, the day I found out that my property didn’t have any insurance coverage, I phoned the same agent to ask him what happened to my application and this was the same day he told that my application was declined. He also told me that he would “look at other market” for my insurance need for my property and would get back to me on this….. I never heard from him since then! I would have expected him to be able to relate to what I am going through that time because I was very worried that my property didn’t have insurance coverage for two months already! I was really hoping he would make it up to me by helping me find coverage solution for my property. But no, he just simply walked away from it all!!! I also have recording of this phone conversation which I also submitted along with my complaint. Now, my question, in those two instances… was your agent compliant with the standards of what would be considered as acceptable “good customer service”?
Sincerely,
[redacted]
Complaint: [redacted] I am rejecting this response because:Let me make things clear about my complaint: I really don’t have an issue with [redacted] decision to decline my application for home insuranceI totally respect their decision and I understand that companies like them always make the decision which best protect their business interest My real issue is with the way the situation was handled by Brokerlink’s agentAfter [redacted] Insurance declined my application, their agent should have made his best effort to contact me and inform me of the outcome of my applicationWe were communicating thru email all throughout the application process and he never sent me an email informing that my application was declinedIf he did, it would have appeared in the email thread that I submitted along with this complaintIf the agent tried to phone me and couldn’t get hold of me, isn’t your agent sensible enough to at least leave me a message?!?! We can actually verify your claim that your agent tried to contact me by sending me a copy of the email and/or the date and time he tried to phone me, if your agent really did try to contact meI am sure all of this info is verifiable as you keep records of all outgoing / incoming communication with your clientsOnce you have provided me this, I will drop my complaint against you.The second issue is that on June 1, the day I found out that my property didn’t have any insurance coverage, I phoned the same agent to ask him what happened to my application and this was the same day he told that my application was declinedHe also told me that he would “look at other market” for my insurance need for my property and would get back to me on this I never heard from him since then! I would have expected him to be able to relate to what I am going through that time because I was very worried that my property didn’t have insurance coverage for two months already! I was really hoping he would make it up to me by helping me find coverage solution for my propertyBut no, he just simply walked away from it all!!! I also have recording of this phone conversation which I also submitted along with my complaintNow, my question, in those two instances was your agent compliant with the standards of what would be considered as acceptable “good customer service”? Sincerely, [redacted]
In late February of 2016, the customer contacted the BrokerLink Century Point office located in Edmonton to request a quote for a policy on their rental propertyOur broker provided a quote from *** *** but cautioned the customer that *** did not normally write standalone residential
policies and may also have a concern with them no longer living in AlbertaOur representative offered to quote a policy with *** *** *** knowing that the *** application was uncertainThe customer declined the option for an application to *** *** *** indicating that he preferred to be with *** InsuranceA premium was quoted which he indicated he was prepared to accept and he requested that we proceed with the coverage applicationOur broker would have made it clear that he could not bind coverage given the circumstance
Unfortunately, it appears that the customer was under the impression that the coverage was bound and active when that was not the caseWe regret that he did not fully understand that *** Insurance would not automatically accept his application and that when they declined to provide the coverage it left him without insurance for his home
Our representative indicates that he attempted to call when the application was declined but did not reach himHe became busy and did not follow up to advise him that the policy application had not been acceptedWe want to extend our sincere apologies for the situation that has occurredWe have addressed the implications of the situation with the broker on file to better assure this scenario does not happen again
At BrokerLink we are committed to delivering an exceptional customer experience and regret the error that impacted this customerShould he wish to discuss the matter further, our management team in Edmonton is happy to work with him to find a coverage solution that meets his needs
Complaint: [redacted]
I am rejecting this response because:Let me make things clear about my complaint: I really don’t have an issue with [redacted] decision to decline my application for home insurance. I totally respect their decision and I understand that companies like them always make the decision which best protect their business interest. My real issue is with the way the situation was handled by Brokerlink’s agent. After [redacted] Insurance declined my application, their agent should have made his best effort to contact me and inform me of the outcome of my application. We were communicating thru email all throughout the application process and he never sent me an email informing that my application was declined. If he did, it would have appeared in the email thread that I submitted along with this complaint. If the agent tried to phone me and couldn’t get hold of me, isn’t your agent sensible enough to at least leave me a message?!?! We can actually verify your claim that your agent tried to contact me by sending me a copy of the email and/or the date and time he tried to phone me, if your agent really did try to contact me. I am sure all of this info is verifiable as you keep records of all outgoing / incoming communication with your clients. Once you have provided me this, I will drop my complaint against you.The second issue is that on June 1, the day I found out that my property didn’t have any insurance coverage, I phoned the same agent to ask him what happened to my application and this was the same day he told that my application was declined. He also told me that he would “look at other market” for my insurance need for my property and would get back to me on this….. I never heard from him since then! I would have expected him to be able to relate to what I am going through that time because I was very worried that my property didn’t have insurance coverage for two months already! I was really hoping he would make it up to me by helping me find coverage solution for my property. But no, he just simply walked away from it all!!! I also have recording of this phone conversation which I also submitted along with my complaint. Now, my question, in those two instances… was your agent compliant with the standards of what would be considered as acceptable “good customer service”?
Sincerely,
[redacted]