Freeway Insurance

When the customer called our local office our
representative requesting the policy cancellation our representative advised him
to stop by the office as a signed request was neededThe customer came in on
Monday, 10/26/and signed a cancellation request which was forwarded
to
*** *** has processed the cancellation request and a refund
is not due to the customer as the amount paid was not more than the amount of
premium and fees earnedThe customer’s down payment was $which was split
into payments as a courtesy and so the $was still due even though
cancellation was requested. We have spoken to the customer and have
offered a refund from our broker fee as a courtesyThe customer has accepted
and agreed with the solution

The prior policy automatically renewed as it was set up in automatic paymentsWe take great pride in assuring all customers are provided exceptional service and apologize for any
misunderstanding and inconvenienceWe have contacted the customer and are issuing a refund of $back to the customer

We want to apologize the customer for any misunderstandingThe reason for the increase on the policy was due to an at-fault accident that was not disclosedA quote was provided based on the information given by the customerThe insurance company additionally has access to background reports to
confirm that all information is correct and the price would change only if any of the information on the application is incorrectWe have made several attempts to contact the customer to reach a satisfactory resolution but have only been able to leave messagesAs a courtesy, we went ahead and paid the outstanding balance owed to the insurance company (*** ***) of $on the customer’s behalfWe welcome the customer to call us back to resolve this matter at 1-800-960-

In regards to the customer's concern, our Producer informed the customer that a short rate cancellation fee would be charged by
the *** Insurance Company*** policy disclosure mailed to the customer notes that they may charge a cancellation fee*** has processed the cancellation request and mailed a Notice of Cancellation stating the calculated refund and feeWe were informed by *** that a letter of experience from the current carrier is needed for review on the possible flat cancellation requestOur Customer Service Representative has spoken to the customer and informed of the information and has also contacted the customer's carrier to obtain the necessary documentation

Regarding the custome'rs concern, the payment made included coverage for the first days. The policy canceled after the days and *** *** *** is billing for the additional days of coverageAs a gesture of good faith, Freeway Insurance Services has sent a check
to *** for the outstanding balanceA copy of the check has been issued to the customerWe trust the matter has been concluded to his satisfaction

We reviewed this matter and verified that the customer never completed the purchase processWe have refunded the customer the full amount charged of $mailed in the form of a checkWe contacted the customer to inform him of this information and apologized for any inconvenience this issue
caused him

We take great pride in assuring all customers have a pleasant experience when contacting our office and apologize for any inconvenienceWe have
""> placed this person on the do not call list

The customer made a partial down payment and authorized to charge the remaining balance on her credit card on
"">September 4, or until paidUpon the receipt of the customer's cancellation request it was sent to [redacted] Insurance Company for processing[redacted] retained monies for premium and a cancellation feeThe customer was contacted for payment since the downpayment balance was declinedOur system continued to make attempts to charge as authorized and was successful Prior to the receipt of the Revdex.com complaint we made many attempts to contact the customer without successOnce the customer contacted us back, we came to a resolution and have refunded $

We regret that the customer has had an unpleasant experience
when contacting our office. The call routing issue is being investigated and we
will work to improve the customer experience....

Regarding the client’s concern,
 road side assistance was not listed as a requested coverage on the application
signed by the client. We have checked with National General the possibility of
adding road side assistance service to the client’s policy and were informed
that per their guidelines it can only be added at the time of the renewal. We
take great pride in assuring all customers are provided extraordinary service
and apologize for any inconvenience.  As a courtesy, we have issued a
refund to the client who has considered the matter resolved.

Hello, we received a complaint regarding a location on [redacted], we are not affiliated to that location as for it belongs to a different owner. I attempted to call the customer who filed the complaint to give correct phone number to that agency but received no...

response. We do not have a location on that address nor near it, as well as we do not have any employees with that name. Should you need further information please do feel free to contact me at any time to [redacted] option *. [redacted]

In regards to the customer's concern, both the down payment and fees are disclosed verbally and in writing to the customers. As a courtesy, Freeway Insurance Services, Inc. lowered the fee for the services rendered to the customer. Regarding the monthly bill, All Star grants 10 additional days from...

the due date giving a total of 30 days from the last payment to make the current installment due. We have spoken to the customer and issued a refund as a gesture of good faith. The customer has agreed with the solution.

Regarding the customer’s concern, as disclosed in the broker agreement signed by the customer, we require that all cancellations be in writing. Our non-refundable fees are also disclosed in the agreement and the carrier’s non-refundable fees are disclosed on the application she signed. A...

cancellation request was signed two days after the policy started. [redacted] charged the days of coverage and their fees and issued a refund for the unearned premium. however, as authorized and scheduled, we charged the customer’s credit card for the remaining down payment balance which was due regardless of cancelling. We take great pride in assuring all customers are provided with exceptional service and apologize for any inconvenience or misunderstanding. As a courtesy to the customer, we have issued a refund from our fees and the customer has agreed with the solution.

We have received additional paperwork from the insured's prior carrier and have forward to [redacted] for review. Upon review completion we will follow up with the customer.

Regarding the customer's concern, the policy paperwork was sent via mail. We have confirmed the address noted on the policy and have resent the documentation. Addtionally, the billing and cancellation notices were also issued via mail to the customer. We take great pride in assuring that all...

customers are provided exceptional service and apologize for any incovenience. We have spoken to the customer and confirmed a reinstatement payment was made towards the policy and that she will be contacting [redacted] directly to make her following monthly installment.

Regarding the customer’s concern, she canceled directly with [redacted].  The customer still had an outstanding balance due on the down payment with Freeway Insurance that [redacted] was not aware of. We...

take great pride in assuring all customers are provided with exceptional service and apologize for any misunderstanding.  As a courtesy, we have waived the down payment balance owed to Freeway and issued a refund for a portion of our fees charged. The customer has agreed with the solution.

In regards to the customer’s concern,  a 2nd policy was purchased which the customer has since requested cancelled. A refund is in process. We take great pride in assuring all customers are given extraordinary service and apologize for any inconvenience. We have spoken to the customer and are...

working on a satisfactory resolution.

We take great pride in assuring all customers are provided
with excellent service and apologize for any inconvenience.  We have
removed the customer’s phone number from our database.

Regarding the customer’s concern, the down payment and our fees were disclosed both verbally and in writing. Additionally, [redacted]’s fees were disclosed in the policy package sent to the Insured.  When the...

customer requested the policy cancellation, our representative informed him that a signed request was needed and reminded them our non-refundable broker fee along with [redacted]’s $50 cancellation fee, and other fees associated.  To resolve the matter, [redacted] agreed to waive their cancellation fee and we have issued a refund for half of our fees as previously offered to the customer.

Regarding the customer’s concern, we make every effort to provide exceptional
service to our customers and regret any inconvenience caused. As a courtesy to the
customer we have issued a refund, the customer has agreed with the solution.

It was discovered that the rating system we use to determine a  rate did not have the  rates for 2015 vehicle models at that time of the sale which is the cause for the increase.  We take great pride in assuring all customers are provided excellent service and apologize for any...

inconvenience. We would like to come to a satisfactory resolution. The customer disputed the charge for the monthly payment of $212.06 and that amount was credited back to his account. However, the customer was insured for 2 months and currently has an outstanding balance with Western General Insurance Company of $225.85 for the coverage provided until December 11, 2014.  Prior to and after the receipt of the complaint we have made many attempts to speak to the customer in order to resolve  to no avail. We welcome the customer to contact [redacted] at [redacted] for further assistance from Monday through Friday, from 8:30 am to 5:00 pm.