E&M Risk Management LLC

[redacted] : MsD [redacted] did her job exactly as she should have She cancelled the policy at the request of the named insured on the date [redacted] asked for it to be effective Unlike personal policies, we do not get immediate indication upon uploading a commercial cancellation request to the carrier, ***, as to what might be due in te [redacted] of earned premium from the time of the last payment to the time of cancellation In any event, it is not the job of the agency to follow up on cancellations with earned premium due We do not, as the insured writes, "pull a file" on any given policy that cancels We have over 10,policies on our books and that would be an undertaking of mammoth proportion for any sized agency It is the responsibility of the insured to inform us or the carrier of any address changes so that they may receive any correspondence from the carrier after cancellation has taken effect! In this case, it was a matter of $ Dawn would have no way of knowing this was due as there are not late notices sent to the agency on cancelled policies, only active ones [redacted] sent a final statement to the insured at the address on file the day after the cancellation date The first time MsD [redacted] spoke to the insured, months and months later, the insured indicated that they did not receive this statement as they had moved We have been assured by the United States Postal Service that they would have forwarded this mail to the insured so they would know what was due The monies were not being invoiced from E&M Risk We, as an insurance agent, maintain no premiums in house Any money collected is sent to the carrier, [redacted] Insurance, who handles all matters of accounting Please see attachments A and B clearly showing the cancellation and the premium due as well as the final statement sent to the insured from ***, not from E&M Furthermore, our agency does not enlist the assistance of any collection agencies in order to recover funds due the carrier [redacted] was hired by [redacted] in order to retrieve the funds that were rightfully due them after the insured cancelled this contract midterm If the insured has issue with [redacted] or ***, I would encourage her to contact them directly as the matter was out of our hands when we sent the cancellation request into the company for processing I have listed the number for [redacted] on attached ExhB and [redacted] can be contacted at ###-###-#### If [redacted] indicated that $was owed to E&M Risk, they misspoke egregiously In addition, we have no idea who [redacted] Home Improvement is either This is clearly a matter that should be addressed to [redacted] or *** I called the insured at the request of MsD***, as we are an extremely customer service oriented agency and I wanted to see how I could help the insured I called her on the 22nd of January and did not receive a call back until the 27th However, when we did finally speak, I told the insured that I had called the company and [redacted] assured me that if the $was paid, the entire matter would be dropped and she would be taken off the list at [redacted] collections Doing all of this is going well above and beyond what our service procedures require, it should be noted The insured indicated at the time we spoke that she would pay the $on the Friday of that week and then promptly hung up on me I do not appreciate the unprofessional nature of her correspondence or the insinuation that my partner did anything wrong in her handling of this matter I have worked with MsD [redacted] for over a decade and have never received any comments regarding her customer service other than glowing ones As for the insured, her payments, as you can see on attachment A, were $a month and she owes earned premium due from 7-20-to 8-6- As far as the insured and her desired settlement, I have no idea what we could do to help her that we have not done already Should she want to challenge the earned premium due, she may call *** Should she have questions on the inflated amount and erroneous name given to her by ***, she should call them We provided her a policy when she requested one and cancelled it when she requested we do so As long as an insured is paying their premium, we afford them coverage for said contract Once that exchange is stopped, we no longer have any legal obligation to a former customer We did do our best to satisfy her complaint, but it appears that the earned premium has not been paid to date I trust this represents our good faith effort in resolution and will put this matter to an end

[redacted]:  Ms. D[redacted] did her job exactly as she should have.  She cancelled the policy at the request of the named insured on the date [redacted] asked for it to be effective.  Unlike personal policies, we do not get immediate indication upon uploading a commercial cancellation request...

to the carrier, [redacted], as to what might be due in te[redacted] of earned premium from the time of the last payment to the time of cancellation.  In any event, it is not the job of the agency to follow up on cancellations with earned premium due.  We do not, as the insured writes, "pull a file" on any given policy that cancels.  We have over 10,000 policies on our books and that would be an undertaking of mammoth proportion for any sized agency.  It is the responsibility of the insured to inform us or the carrier of any address changes so that they may receive any correspondence from the carrier after cancellation has taken effect!  In this case, it was a matter of $22.01.  Dawn would have no way of knowing this was due as there are not late notices sent to the agency on cancelled policies, only active ones.  [redacted] sent a final statement to the insured at the address on file the day after the cancellation date.  The first time Ms. D[redacted] spoke to the insured, months and months later, the insured indicated that they did not receive this statement as they had moved.  We have been assured by the United States Postal Service that they would have forwarded this mail to the insured so they would know what was due.  The monies were not being invoiced from E&M Risk.  We, as an insurance agent, maintain no premiums in house.  Any money collected is sent to the carrier, [redacted] Insurance, who handles all matters of accounting.  Please see attachments A and B clearly showing the cancellation and the premium due as well as the final statement sent to the insured from [redacted], not from E&M.  Furthermore, our agency does not enlist the assistance of any collection agencies in order to recover funds due the carrier.  [redacted] was hired by [redacted] in order to retrieve the funds that were rightfully due them after the insured cancelled this contract midterm.  If the insured has issue with [redacted] or [redacted], I would encourage her to contact them directly as the matter was out of our hands when we sent the cancellation request into the company for processing.  I have listed the number for [redacted] on attached Exh. B and [redacted] can be contacted at ###-###-####.  If [redacted] indicated that $220 was owed to E&M Risk, they misspoke egregiously.  In addition, we have no idea who [redacted] Home Improvement is either.  This is clearly a matter that should be addressed to [redacted] or [redacted].  I called the insured at the request of Ms. D[redacted], as we are an extremely customer service oriented agency and I wanted to see how I could help the insured.  I called her on the 22nd of January and did not receive a call back until the 27th.  However, when we did finally speak, I told the insured that I had called the company and [redacted] assured me that if the $22.01 was paid, the entire matter would be dropped and she would be taken off the list at [redacted] collections.  Doing all of this is going well above and beyond what our normal service procedures require, it should be noted.  The insured indicated at the time we spoke that she would pay the $22.01 on the Friday of that week and then promptly hung up on me.  I do not appreciate the unprofessional nature of her correspondence or the insinuation that my partner did anything wrong in her handling of this matter.  I have worked with Ms. D[redacted] for over a decade and have never received any comments regarding her customer service other than glowing ones.  As for the insured, her payments, as you can see on attachment A, were $41.67 a month and she owes earned premium due from 7-20-15 to 8-6-15.  As far as the insured and her desired settlement, I have no idea what we could do to help her that we have not done already.  Should she want to challenge the earned premium due, she may call [redacted].  Should she have questions on the inflated amount and erroneous name given to her by [redacted], she should call them.  We provided her a policy when she requested one and cancelled it when she requested we do so.  As long as an insured is paying their premium, we afford them coverage for said contract.  Once that exchange is stopped, we no longer have any legal obligation to a former customer.  We did do our best to satisfy her complaint, but it appears that the earned premium has not been paid to date.  I trust this represents our good faith effort in resolution and will put this matter to an end.