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GreatFlorida Insurance - Jamie Blake

1202 S Broad St, Brooksville, Florida, United States, 34601-3132

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I went into the office on October 12,2017 and cancelled our insurance policy to be effective Nov. 1,2017. This was an early cancellation which should have resulted in a 5 month refund of premiums that were paid in full. I did not receive any communication from them so I called Tapco (the underwriter) around the middle of Nov. Their customer service said that they mailed the refund to Great Florida Ins. and they (Great Florida) would be sending me the refund. I waited until after the Thanksgiving holidays and called Great Florida requesting status of my refund. I spoke to Melissa and she said she would call Tapco to see if they sent the refund. I told her I had already spoken to them and told her they said they mailed it the middle of Nov. she then proceeded to say maybe they sent it to a different office. She said she would check and call me in a couple of days. She did not call back so I called her on 12/18/17 and asked for status again. She said they would send the check. She even verified where I wanted the check sent. I still had not received the check as of 1/9/18 so I called again. The person I spoke to then said she was looking at my file but she was not familiar with the issue and wasn't sure about whether the check had been issued. She said she would check into it and call me right back. I called back since I didn't receive a return call. She said *** was on a call and I needed to speak with her. I waited on hold and finally spoke to *** who reluctantly said ok come in tomorrow and we will have a check ready at 9:30 am. I arrived a little early and went into the office and was told I would have to wait for a gentleman to get into the office. I waited about 20 minutes and he finally arrived. They gave me a check for $87.54. I told them Tapco said the refund would be $96 and some cents. They said NO that was what Tapco sent. I called Tapco and they said Great Florida should have also refunded the commission which would have brought it up to $96.
Product_Or_Service: Liability insurance
Account_Number:

Desired Outcome

Refund I would like the additional money approx $9.00 and an apology from Great Florida for all the lying and deceiving I feel they put me through.

GreatFlorida Insurance - Jamie Blake Response time Jan 19, 2018

Contact Name and Title: Jamie B. Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@greatflorida.com
I have read the complaint from Mrs. and after thoroughly researching her cancellation/refund I have found that this was the result of employee error. When Tapco Underwriters,Inc sent the refund check back to the agency it was made payable to the agency, the agency should then write a check back to the client. Unfortunately our employee did not realize this was for a cancelled policy and deposited the refund into the incorrect agency account. This led the agent to believe that we had not received the refund check back yet when checking the refund account ledger. There is no excuse for not calling Mrs. back numerous times.I can certainly understand her frustration and is not acceptable.Our employee's have been spoken to regarding properly identifying a cancellation/refund check when no statement is attached as well as proper communications and urgency when a client is waiting for a refund. I, Jamie J Blake apologize on behalf of my agency and agency staff for the errors made. This has never happened before in the eleven years that we have been open and I appreciate Mrs. bringing this matter to my attention so that I can be sure it does not happen again.I will be mailing a check for the additional $10.00 owed to Mrs. today. Once again, I sincerely apologize for the series of errors made. This is not up to my agencies standards and we will be sure to not let this happen again. If there are any other questions or concerns please contact me directly at the number given with this response. Thank you.

Customer Response time Jan 30, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
I accept the apology but as of today (1/30/2018) I have not received the check that was suppose to have been mailed on 1/19/2018. I can't help but wonder what their excuse would be this time. It's not the money but the principle.

Customer Response time Feb 02, 2018

We have received the check from the insurance company. Please close this inquiry. Thank you.

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Address: 1202 S Broad St, Brooksville, Florida, United States, 34601-3132

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brooksville.greatflorida.com


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