Geri Custer Insurance

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.actually I replied [redacted] and also signed the cancellation form from the agent long time ago. But The [redacted] just continuously send me notices to pay and to renew recently. They are really annoying.Regards,[redacted]

Having been in business for 42 years, this former client should have responded when first asked to and he made the decision not to.  He now claims he emailed forms to [redacted] in my office, who has not been with us since June of this year...coincidentally when he claims to have sent the forms.  In July he spoke with [redacted] and further indicated the same. If he had sent these...why didn't he just re-send to [redacted] instead of allowing this to drag on and on.  Simple action on his part would have resolved the matter.  THIS IS WHAT WE WILL DO FOR THIS FORMER INSURED:    The forms he attached to this complaint have been sent to [redacted] in my office to send to [redacted] Insurance. She is instructed to inform [redacted] to cancel as of the date shown on the forms.  [redacted] is being instructed to deal directly with our former insured, not our agency, because the contract of insurance is between he and [redacted] Insurance in the first place. The insurance company may ask for documentation to show other coverage was put in force, but that will be up to the carrier to work with their former insured not our agency.In addition, as a side note, the workers compensation audit will need to be amended, which the carrier will have to initiate if they do decide to reinstate to re-cancel, but there will still be need of audit of payroll for the expired term.  That will be the insured's responsibility to perfom to the contract requirements. This should conclude the matter.  There is no further need for communication and should resolve this issue.

I believe this is the former business client named Just Artifacts – which he should have clarified…am only going by only the email address provided. Happy to provide details for you as long as you are not forcing me to violate any privacy laws.
1. His business property and liability policy...

was first issued in April 2010, and his Workers Compensation as well.  He is well aware that the contract of insurance is between he and the insurance carrier, [redacted].  And he is fully aware that each year it automatically renewed at each anniversary, as he paid the premium annually when the policies automatically renewed.2. The renewals are generally issued to the insured by the carrier approximately 60 days in advance of each renewal as was in this case. 3. Apparently the insured, “Edward,” didn’t like the premium at the 2013 renewal and contacted Erin Stevens in our office…who explained to the insured that the carrier agreed to reduce the rate on the work comp policy by 15%4. The insured emailed her on 5/20/13, which is after the renewal date for both policies and said this (direct quote): “we have switched to different insurance company. Please cancel the policy.”5. Erin then emailed back to clarify if he wants both policies cancelled, and the insured responded: (direct quote) “cancel all of the policies with you.”    a. Note, there was no name, no email signature, simply exactly as I have quoted above.6. On 5/23/13, Erin emailed to [redacted] a cancellation authorization form for signature on both policies and asked him to sign/date and fax back to us.  This is standard protocol in insurance to have a written cancellation authorization from an insured – the insurance company will not cancel without it.7. On 7/25/13, [redacted] followed up once more with [redacted] in writing by email  that the cancellation authorization forms had NOT yet been received from him, and also that the carrier sent a direct notice of cancellation for nonpayment of premium by US Mail to the insured.8. NO RESPONSES RECEIVED AT ALL from Insured – therefore the policies cancelled for nonpayment effective 8/22/2013.  Insurance companies do NOT cancel back to inception / renewal dates for nonpayment of premium as they are required BY ARIZONA LAW to give proper and advance notice of cancellation. 9.  In addition, and the insured is aware from prior renewal experience, all workers compensation policies are subject to audit of actual payroll for the time the policy was in force and if payroll exceeds the estimates, additional premium is charged.  On 10/18/13, [redacted] emailed [redacted] the [redacted] completed an audit statement of workers compensation and advised him the additional premium of $994 would be billed to him as additional premium.   On 10/21/13, [redacted] responded that he didn’t know what it was for and that he’s receiving statements from [redacted] (this after it was explained fully).  Again, [redacted] explained as a reply to that email message once more.10. On 11/21/13, [redacted] emailed [redacted] and complained that he doesn’t understand and was upset that the bills kept coming.· Had [redacted] followed instructions provided to him, we would have been able to expedite the cancellation of his policies back to the date he replaced coverage, however, he chose to ignore our email requests which caused the policy to continue in force into the future with an earned premium charge for the nonpayment cancellation.· I cannot speak to the audit additional premium…he would have had to respond directly to [redacted] as they would have contacted him directly for payroll audit information on the work comp policy….and it is a requirement under all work comp policies that it will be audited and premium can change and so stated in the policy as well as stated in our original proposal of insurance.·  In short, he created and exacerbated his own problem by electing to ignore us.  The saying, ‘you can lead a horse to water but you can’t make them drink’ is truly applicable here.This should resolve the issue, and I expect exonerate of us  in the process.  I am not a member of the Revdex.com and expect this matter will not in any manner demean our business operations.Regards,[redacted] Insurance Protection Team

I have reviewed the response made by the business in reference to complaint ID [redacted], and you can close this anyway. But please pass the replied the message to Actually it was [redacted] <[redacted]> contacted me to sign the form using your company email address. That was why I sent the form to [redacted] not [redacted]. See attached email conversation. Later [redacted] asked me to sign again. I replied [redacted] that I already signed form. You told me that [redacted] left your company in June. But I wonder why she still used your company email address to contact me.Good to know that you are in business for 40 years.a 40 year business used "lying", "rude" words to blame the customers when it received complain.a 40 year business blamed the customers why sent the form to Hanna  not [redacted].a 40 year business like to use a lot of time to blame the customers.But a 40 year business just DO NOT WANT to use a little bit time to contact [redacted] immediately to get problem resolved when receiving this complain. There would not be so much time to waste here.So GOOD to know that you are in business for 40 years. If you were in business less than 40 years, I can not think about what you would do to your customers.Regards,[redacted]

The underwriter with [redacted] was convinced by our office to back-date the cancellation of the insurance policies in question to the date that our former insured requested. By now all should have been resolved to his satisfaction.  As I’d indicated in the conversations within your website, had he complied with the written request for cancellation to begin with, this would have been a non-issue in May of 2013.  We can’t force people! Oh well! It’s over with now.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I signed the cancellation form and emailed to your company. That's the truth. Until now the problem was not resolved.Regards,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.At the beginning, I did say I would  not sign the form. But later I signed the forms and replied [redacted] <[redacted]>'s email. Please see the attachment for the signed form and email conversations. that was the proof I signed the form. I can forward the email if necessary.Revdex.com staff, from [redacted]'s replied message, you know how [redacted] treat her customers. For any business, any any situation, the word "lying" should not be used to the customers.Regards,[redacted]

Your complainant has resorted to a very low level of conduct, and as such and as I indicated in my last response, I consider the matter concluded. The insured admitted he didn’t return the forms as requested…and suddenly he changed his mind but only during the series of comments exchanged through your complaint line.    The cancellation forms that suddenly appeared with your complaint line have been sent to the insurance company and the matter is now between the insured and his insurance carrier.  We are not the carrier, and cannot control it from the moment the forms were sent to the carrier forward. Thank you,[redacted]

This man is lying about the form having been sent to us.  He outright told [redacted] in my office he would NOT sign any forms.   I have provided copies of correspondence, forms that he should have signed, I expect no further communication on this matter.If he has an issue with the billings, he should be taking that up with [redacted] Insurance.  As an agent for [redacted], we do not control nor have any influence over premiums, that's a part of the contract that is between he and the insurance company.I consider the matter concluded.[redacted]