Damian Gobel-Allstate Insurance

Please see the attachment. I am a call away if you have any questions
Sincerely,
Damian G***
*** ***
*** ***’s auto policy renewed on 2-9-2016.The following includes EVERY inbound and outbound call to and from *** ***’s phone # *** *** as well as "Notes from each
call" included in “quotation marks”inbound call 1-28-at 11:51am duration 2:14*** called in because her rate increased at the renewalAllstate agency owner Damian G*** said he would "Review the renewal and call back later in the day."outbound call to *** *** 1-28-at 2:43pm duration 13:56 Damian called *** to review renewal"Reviewed renewal with *** and discussed why the rate increasedDiscussed option of credit reorder to possibly lower the rate if credit insurance score is betterOK from *** to have credit rerunHalfway through call *** mentioned that she is marriedWe have her rated as singleDiscussed how we need to add spouse or she needs to go onto husbands policy" *** did not seem to be upset or angry at any timeThere was no mention of cancelling the policy at the 2-9-renewalCredit was re-run and because of the improvement the month rate was reduced from $to $876.33.2-18-- Here is an excerpt of the “Notice for non-payment of Premium” mailing sent to *** on 2-18-16:You have been sent this cancellation notice because we haven’treceived the necessary payment for your insurance policy.If you have any questions about this cancellation notice, pleasecontact your agent or producer of record as soon as possible.If you take no further action and let your policy cancel, you will still owe any past due premiumamount $and installment fee $3.50 The past due premium represents coverage we have provided you for which you have not paid. outbound call to *** *** 3-1-at 4:46pm duration 7:07Elaine C***, licensed staff, called to assist tow claim reimbursement"*** will email a copy of the tow bill for reimbursement" Elaine brought up how we have not received the renewal payment yet*** said she switched companiesShe did not know the exact date Agency can only go back days without proof of other coverageand days with proof"we need copy of new policy to cancel auto insurance policy back to the renewal"email from *** *** on 3-1-to Elaine Tow receipt received in email Tow claim processedemail to *** *** on 3-8-from ElaineConfirmation that the tow claim check was issued for $the limit on her policyoutbound call to *** *** 4-4-at 2:42pm duration 1:00As a courtesy Elaine completes calls to customer’s in cancellation statusShe left voice mail regarding cancellation of policy and how "we need proof of replacement inscoverage"email from *** *** on 4-4-at 2:51pm ***'s ID Card was sent as an attachment as proof of other coverageEndorsement processed to cancel the policy Agency tried to cancel back to 2-9-2016, however, Allstate processing only went back days..terminating policy effective 3-5-2016Per Allstate - Regarding backdating terminations (Backdating is when a request is being made to make a policy change, including policy terminations, effective prior to the date of processing the request).In Oregon, The timeframe an endorsement, including policy terminations, may be backdated is being reduced to days for all lines, and companies, effective Feb17, This is a change to the previous timeframe of days for vehicle and days for property.Here is the section of the Auto Policy that addresses the steps to cancelling a policy:CancellationYou may cancel this policy by writing and telling us on whatfuture date you wish to stop coverageinbound call 7-7-from *** *** to Elaine at 11:37am duration 7:14 *** received a collection bill from Allstate and asked why Elaine explained Allstate’s rule of going back days only“*** called and reviewed Allstate’s policy of going back days” Inbound call 7-11-from *** *** via 1-800-allstate answered by Damian at 11:27am 0:21 No response after greetingInbound call 7-11-from *** *** via 1-800-allstate answered by Jim T*** at 11:30am 0:16 No response after greetingOutbound call 8-10-from Damian G*** to *** at 9:37am duration 01:13 Damian called because negative *** review was posted Voice mail left for *** to please call back“left message for *** than*** her for the review and request placed to call me back so we can discuss the events of the past few months” Damian then processed reversal of $(the maximum allowed by agency) of the $balance leaving *** *** with a balance of $88.11. 8-20-Damian received email from Revdex.com regarding the complaint from ***This was the first email Damian received from the Revdex.com. Inbound call 8-24-from *** *** returning Damian’s call from 8-10-at 11:duration 22: I got a chance to apologize for Allstate’s policy of only going back days and for the frustration she has experienced the past several months I also confirmed that Damian does not have any authority to override Allstate’s rule and the remaining balance of $ I am grateful *** called me back and we got a chance to talk.I would like to address *** ***’s statement- in BOLD below:Customer’s Statement of the Problem:I canceled my policy with Allstate February I did so verbally on the phone with Damian G***. See (2) aboveI then took out new auto Insurance with USAAThe agent at the time was rude, did not inform me of Allstate's official cancelation policy, and did not cancel my insurance as requested.There was no talk of cancelling the policy during the 1-28-call …1-28-was the last conversation I had with *** until 8-24-2016. A representative of his office then reached out in April, to see what was happening with my policy. We reach out as a courtesy when a policy has not been paidSee (6) above.I informed them I had canceled with Damian two months priorThey said official policy required I submit proof of new InsuranceI did so that that time. See (& 8) above I did not hear anything thing else from this agentIn July I then received a bill from collections for Allstate, and auto Insurance I had canceled! See (9) aboveI have attempted to work this out with the agent , and even Allstate itself ( who can not take any action without the agent!!due to policy)This situation was escalated to ASAP on 7-12-2016. What is ASAP?ASAP, which stands for the Allstate Solution Acceleration Process, is a concern handling system for Agents and their Licensed StaffASAP provides the agency with a reliable way to escalate complex customer concerns that the agency has attempted to resolveIt is often the final option agencies have to resolve a problem ASAP determined that the policy was cancelled correctly