Burns and Whitaker Insurance Services

Initial Business Response / [redacted] (1000, 5, 2016/04/15) */ Contact Name and Title: [redacted] Owner Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @comcast.net Hello, we are an insurance agency that sells and services insurance clients, we do not have any control over insurance carrier rates, claims handling or their internal serviceBelow is a timeline based on our internal notes for the client listed on this complaint: 08/14/15- Client asked premium difference to add UM and theft coverageWe provided quote and client advised on 08/26/that due to his financial situation he would not add coverage at that time 03/15/16- Left message to client to come in to sign application/make payment to renew policy 03/17/16- Client advised he would come in to sign 03/18/16- Letter mailed to client advising of multiple attempts to reach him by telephone to renew policy (application review, signatures and payment required) 03/29/Agent reviewed quote with clientClient advised premium too highAgent advised client premium increase was due to a rate increaseClient told Agent if she could not make the down payment less than $he would not accept the quoteAgent advised she was unable to change the down payment to $He thanked her and disconnected the phone call 03/29/Client called office and Agent spoke to himHe asked about the reason for the premium increase and I advised it was due to a rate increaseHe requested a remarketProgressive was the next best, however, it was $1,higher than KBK for the termHe said he would accept the KBK quote and would go to the Fresno office to sign and pay 03/31/Client's mother (Maude) called to ask about the policy statusAdvised could not discuss policy without her son's permission That is the last communication we had with client Thank you, [redacted] Burns and Whitaker Insurance Services

Initial Business Response /* (1000, 5, 2016/04/15) */
Contact Name and Title: [redacted] Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@comcast.net
Hello, we are an insurance agency that sells and services insurance clients, we do not have any control over insurance carrier rates,...

claims handling or their internal service. Below is a timeline based on our internal notes for the client listed on this complaint:
08/14/15- Client asked premium difference to add UM and theft coverage. We provided quote and client advised on 08/26/15 that due to his financial situation he would not add coverage at that time.
03/15/16- Left message to client to come in to sign application/make payment to renew policy.
03/17/16- Client advised he would come in to sign.
03/18/16- Letter mailed to client advising of multiple attempts to reach him by telephone to renew policy (application review, signatures and payment required).
03/29/16 Agent reviewed quote with client. Client advised premium too high. Agent advised client premium increase was due to a rate increase. Client told Agent if she could not make the down payment less than $500.00 he would not accept the quote. Agent advised she was unable to change the down payment to $500.00. He thanked her and disconnected the phone call.
03/29/16 Client called office and Agent spoke to him. He asked about the reason for the premium increase and I advised it was due to a rate increase. He requested a remarket. Progressive was the next best, however, it was $1,000. 00 higher than KBK for the term. He said he would accept the KBK quote and would go to the Fresno office to sign and pay.
03/31/16 Client's mother (Maude) called to ask about the policy status. Advised could not discuss policy without her son's permission.
That is the last communication we had with client.
Thank you,
[redacted]
Burns and Whitaker Insurance Services