Farmers Group Inc

Review: I have been with the above named Farmers insurance agent for over 15 years. Usually he gives me a quote, I send the full payment. However, he never remits this payment to Farmers in full. He keeps most of it and I get letters from Farmers threatening to cancel my policy. When I call him to clarify, he will now send me a breakdown of numerous shocking fees like writing fees, cancellation fees reinstatement fees, miscellaneous fees, service fees, policy fees adding a vehicle fees and document fees which were not part of the original quote. I often refuse to pay these fees. After these years of heartbreaking threats, torture and fraudulent charges, I decided to look elsewhere for my insurance needs. To my final dismay, I received letters from Farmers demanding premium payments which I had already paid up to May 13 2013 when I switched to a more reputable agent. Now Farmers has the collections agency [redacted] in Massachusetts writing me with demands for payment and proof of coverage from May 13 2013. I forwarded that proof to the collections agency yet Mr [redacted] refused to remit my premium to Farmers as paid. He is having Farmers and their collection company harass me with letters with the looming threat of destroying my credit. I want Revdex.com to get Mr [redacted] to remit my paid premium to Farmers and stop the harassment. I do not owe Farmers. Mr [redacted] is coming up with stories of retrocancelling, splitting my policies retroactively thereby increasing my premium because he does not want to pay my full premium to Farmers. I do not need double coverage. I have already paid for coverage from May 13 2013.Desired Settlement: Mr [redacted] must pay my full premium which he is keeping to Farmers up to May 13 2013. Farmers must desist from harassing me by having their collections agents delete my name from their records. The collections agency; [redacted] must be stopped from reporting false debts to the credit Bureau in a bid to ruin my credit.

Business

Response:

This whole ordeal started when she added the Cadillac in August. By this time, we only had multi-car policies and the Cadillac attached to the policy with the 2001 Mercedes which means, the newly added vehicle will have the same renewal dates as the 2001 Mercedes since they share the same number. In this case, it was Apr/Oct and Oct/Apr renewals dates. On the top right hand corner of the [redacted] of Insurance, it has an effective date, print date, and term. The effective date is the date of the change, the print date is the date we open/request the document, and the term is what the length of the policy is which happens to be 6 months; it does not necessarily mean it's 6 months from the effective date. The change was submitted but nothing has been paid when the policy was submitted. She later submitted a payment in September for $673.90 which was the 6 month premium that was on the memorandum but this was not an invoice. Her October renewal declaration and invoice processed, which included the 6 month premium (Oct/Apr) and the pro-rated amount due for adding the Cadillac in August. Bare in mind, at this point, the 6 month premium is more because Farmers experienced a rate increase, so she was not affected (at the time the car was added) until her policy renewed. She insisted she had already paid her 6 month premium. We try to keep our clients happy, so we contacted our ServicePoint operations to have them change the renewal dates to Aug/Feb since she was insistent that her premium was paid until February 10, 2013. We had the dates changed but there was still the balance that was owed for adding the new car. Again, in order to make the client happy, I paid for the additional premium. In an email she wrote to my staff, she stated herself that she would not pay anything until February 10, 2013. After I made these payments, her policy that contained the 2001 Mercedes and 2005 Cadillac were paid in full until the renewal in February. May had paid for her 2004 Mercedes in full for the year until her renewal in May 2013. The renewal for the 2001 MBZ and 2005 Cadillac comes around. She emails the office in February asking about the 2004 Mercedes as it did not show up on any of her renewal information. We explained to her that the 2004 MBZ is on a separate policy and that it renews in May and is also an annual policy. The two vehicles that share a policy number was a 6 month policy. She insisted that we combine the policies into one so that there is no more confusion with having different policies and renewal dates. She wanted to have one policy, with all three vehicles, and a 12 month term. In order to process her request, the only way we can get the two vehicles on the annual policy is by cancelling and rewriting them. So the 6 month policy (containing the two vehicles) was cancelled and rewritten to the 12 month policy (containing the 2004 MBZ) that had the May 2013 renewal date. Bare in mind, she had premium due for the original Feb/Aug renewal at this time and nothing was paid. After this change was made, she received a bill for a payment of $292.79. This premium is basically for the 2001 MBZ and Cadillac from February 10, 2013 (the original renewal date) to May 13, 2013 (the new renewal date). When she received this invoice, she started saying she was paid in full until May which is not true. The only vehicle that was paid in full until may was the 2004 Mercedes. The other two policies were paid until February 10, 2013. To reiterate, she even stated that herself in an email to my staff on October 16, 2012 that she would not make a payment until then. We have been very professional and thorough in our communications with this insured despite how she feels about us. We even gave her the 800 number to Farmers to discuss the premium due, if she would rather not communicate with us anymore. She ended up calling them wondering why the premium was due. The billing department advised her of the same information we gave her and asked her to provide documentation that she was paid in full until May. As of today, the service request opened when she called them is still open and pending that documentation. Attached are email communications and documents proving our case. She does owe the $292.79. Again, no payment was made for the February renewal to the re write date in May. The earned premium for this period is $292.79. Finally, I have never processed a payment from her she sends them to Farmers Payment Processing center, nor have I kept any premium.

[redacted], [redacted]

Review: I called this agent about a month to 45 days ago, and I asked him to cancel my daughter's insurance with his firm since she moved out and is getting her own policy insurance for her car, [redacted] espacifcally asked me to send him an email requesting the cancellation then he would remove her from the policy and adjust the bill becuase I told him and [redacted] that there is no way I can afford the [redacted] he want to charge me so I waited for the adjustment to take affect as I also told him I can not afford the kind of coverage he pushed down my throat for the mobil home and the two cars minus my daughters car and asked him repeatedly to only provide me with the minumim reguired by law... but he doesnt care and on [redacted] my account was debited the huge ammount of $[redacted] so I really got upset because I just want the minimum for two cars only and the mobil home that I and my wife own... So I called and asked for a refund on the same day he said no refund and no adjustment until I send him proof the my daughter has insurance... so I told you can access that info. your self beside you are not the DMV to make me pay twice for her car.So basicaly here is the problem:He asked for an email arround a month ago to remove my daughters car [redacted] from his Co, because I told she is getting Insurance else where and she did Now he says I will not issue a refund or adjust your policy unless you send me proof that she has coverage which is none of his buisness... I never threatened him all I said is I will report him to Revdex.com and other state insurance authorities....Please find below a copy of his email which he sent to me that is filled with insulting words like calling the way I spoke ((slurred)) and ((crying)) and accusing of insurance fraud because all I wanted is to remove [redacted] car so we don't have double coverage like we do now:[redacted], I received both messages you left in my phone around [redacted] in the morning last night, I'm not sure of your state at that time since there was a lot of slurrinDesired Settlement: [redacted], I received both messages you left in my phone around [redacted] in the morning last night, I'm not sure of your state at that time since there was a lot of slurring in your voice and I'll make this really simple for you. You asked us for a cancellation on [redacted] and we asked you for a written request which you provided and we went ahead and honored your request. You called our office on [redacted] crying about your wife taking off with the vehicle with no insurance and you being unable to stop her and went on to talk about your marital issues which are none of my concern and I sat there and listened and offered advice as I would to a friend. In that conversation, your daughter was never mentioned and you made the request to reinstate coverage immediately since the situation was outside of your control, which we did. Now you are claiming that we were supposed to reinstate your vehicles only and not your daughters, in any event we are not denying any of your requests, but in

Business

Response:

[redacted]

[redacted], [redacted]

November 20, 2013

Revdex.com

4747 Viewridge Ave #200

San Diego, CA 92123-1688

Re: Customer complaint id #[redacted]

Having received your letter today in reference to this customer's complaint, it appears to

me that our insured had little faith in the fact that we would resolve the issue as soon as

he provided us with what we needed. In response to my email to our insured, he followed

the steps I laid out for him and his account was electronically credited back for the

premium debited for his daughter's vehicle on [redacted]. Our insured was aware of how

to avoid the issue from happening prior to its occurrence as my staff spoke with him

several times before this happened, and even attempted to contact his daughter who was

unresponsive to his or our request until the money was taken from our insured's account

as scheduled.

As far as our insured's statements, I sustain that our insured did not make a request to

reinstate coverage to exclude his daughter, he made a request to cancel coverage on all

his vehicles which we did once we received it in writing (same day [redacted]). We

received a separate request to reinstate coverage a day later, in a very emotional phone

conversation about his personal issues. Our insured was crying when he called our office

on [redacted] and wanted to secure coverage for his vehicles as the situation was outside

of his control. In this conversation, he did not mention once his daughter's name or his

intention to not reinstate his daughters vehicle. Once again, we honored his request to

reinstate, we do not need that in writing as by law only cancellations are required to be in

writing. I have 2 recorded voicemails in my cell phone that were left at 2:30 in the

morning on [redacted] that make absolutely no sense and contain a threat, our insured

was slurring and probably not in a right state of mind in my opinion. This was following

the same day when our insured called our office and screamed at my staff, threatened

myself and my employees and made a number of accusatory remarks that are just not

real. When confronted with the truth, our insured was fully aware of what we needed,

was fully aware of what would happen, and chose to remain unresponsive to what we

needed. I also have in my voicemail a message from our insured on [redacted] where he

states he was aware his account would be debited in that amount if he did not provide the

necessary paperwork for the insurance company to grant a backdated cancellation. In any

event, we could not resolve our insured's issue until he provided us with what we needed,

"proof of dual coverage" so we could request a backdated cancellation from the insurance

company. Once our insured provided us with the proof, we resolved the issue

immediately (the same day).

Should you have any questions or concerns please feel free to contact me in this matter at the

contact information provided above.

Sincerely,