Gonzalez Insurance Group

Complaint: [redacted] I am rejecting this response because: My brother has never been a driver of my vehicle, so your policy is incorrect and I don't owe you anymore moneyThe day that I called to cancel the policy I was referred to the complaint resolve company and I was not able to reach them and when I finally got through, they told me I had to cancel it with youA few days later, you finally cancelled the policyI asked what my balance was, and you sent me a form with a zero balanceI had that policy for almost a year and my brother has been living with me over a decade, so to add him all of sudden was uncalled forI have been a driver for over years and had many insurance policies, none that ever added him without my authorizationAs a matter of fact, my new insurance company told me they would never do that, it is against policy!Again, you need to remove the balance and remove the claim with the debt collector Regards, [redacted]

Revdex.com Corporate Office *** *** *** *** *** *** *** *** Customer Information: *** *** *** *** *** ***
*** *** *** *** Re: Biffing or Collection Issues *** *** *** ***
Policy Ms*** *** Or To whom it may
concern, Ms*** billing concern was forwarded through our *** Solution Acceleration Process (ASAP) to be investigated by a Customer Resolution SpecialistThey handle complex customer concerns that we try to resolve inner office through channels without successBelow, please find the details leading to a balance on Ms*** accountConcern Description: 6/13/2017, Email received from insured wanting to know why rates went upShe canceled the draft b/c the amount due was too highShe rcvd a letter about her brother going to be addedShe never contacted usSince she failed to contact us in time before the action required date, *** added him eff 5/5/2017.0ptions offered, (sign the 515A or provide us an address to where he resides)She was upsetShe never authorized him to be added and wants him offShe demanded we remove her brotherShe says we are wasting her timeShe agreed to sign exclusionNot an agency errorRemoved brother effective 6/16/She sent email wanting to know amount dueAdvised owes, $from the time her brother was added 515/17-She was not paying as she did not give authorizationShe advised was going to blast us on social mediaOffered al} options to assist herShe refused to acceptShe can be reached at 210-723-Action Taken: Insured contacted local agent to inquire on premium increaseAgent reviewed policy with insured and explained the billing/premiumAgent explained Undisclosed Driver form and she verified that she did received it but never completed itAgency explained failure to submit form impacted the premiumMs*** advised she renwved herself from *** Advised that removing herself from ** *** also impacted the premiumInsured refused to payCalled agent to discuss concernAgent forwarded me emails from insuredAttempted to reach insured via phone & emailReceived voicemail from insuredReceived two emails from the insured stating she returned my calt and then a follow up email requesting to terminate the policy as the concern was a waste of her timeTried reaching insured via phoneReceived email from agent requesting to proceed with terminating policyInsured's request has been processedMs*** called upset she was told she wouldn't have anything to pay once terminatedCalled Ms***, advised on billing and she stated she was not going to pay the balance and disconnected or hung up on the callCalled agency and advised of conversationOur first priority at the Gonzalez Insurance Group is the customerWe want to make sure that every customer fully understands what is needed in order to assist in correcting or explaining an issueIn most cases, there are issues and disputes that we must investigate in handling these types of concerns to get appropriate answersWhat can cause delays in handling these type of complaints is the refusal of a customer to cooperate or issues that we cannot resolve due to information requested by the company to support and explain to the customer what has occurredIn this case that is exactly what occurred *** requested an Undisclosed Driver form to be signed by Ms*** showing that her brother was showing her address on the Texas Driver's License by a certain dateThe undisclosed drivers report (also known as driver discovery report) reviews driver's license and other public records of any licensed household members that were not disclosed to the car insurance provider*** requested the Undisclosed Driver Form from Ms*** as her brother showed up as using Ms*** mailing address on his Texas Driver's LicenseThe form was not submitted timely, therefore covering her brother for that time until we received the appropriate form signed showing him as a restricted driver or him provide proof that he was insured by a different carrier*** provides a simple rule as it pertains to driversIf a person uses the car they need to be on the policy, and if they are in the household, they need to be on the policy or excluded from coverageIt's very simpleThis isn't done to be difficultThe reason is very simple, so *** can appropriately underwrite the risk being insuredIf the risk insured is not represented correctly, the premiums cannot be determined correctly, and issues can begin to happenI am sorry that this occurred, If you need, further explanation on what occurred please let us know

Complaint: [redacted]
I am rejecting this response because: My brother has never been a driver of my vehicle, so your policy is incorrect and I don't owe you anymore money. The day that I called to cancel the policy I was referred to the complaint resolve company and I was not able to reach them and when I finally got through, they told me I had to cancel it with you. A few days later, you finally cancelled the policy. I asked what my balance was, and you sent me a form with a zero balance. I had that policy for almost a year and my brother has been living with me over a decade, so to add him all of sudden was uncalled for. I have been a driver for over 20 years and had many insurance policies, none that ever added him without my authorization. As a matter of fact, my new insurance company told me they would never do that, it is against policy!Again, you need to remove the balance and remove the claim with the debt collector.
Regards,
[redacted]