Hammer Insurance Services, Inc.

Initial Business Response /* (1000, 8, 2016/03/16) */
Our office has addressed Mr***'s complaint immediately after the request was receivedOur Customer Service Manager Adriana Avila notified customer of the initial review beginning March 4th and has been communicating progress of the
request of credit through the following weekAfter review of the situation it has been clarified that the Insurance Carrier needed additional documentation for a Non-Fault accident the customer was involved with, this accident was listed on original insurance application however proof of non-fault was not submitted, it seems our agent was not very clear as to what proof may have been necessary from Mr*** in order for the terms to remain as quoted
Our office does not have records of Mr*** requesting help or service from our Customer Service Department prior to this request, our Service department would have gladly help assisting gathering proof of non-fault therefore keeping quoted premium as notified at time of purchaseWe truly want to go above and beyond our clients expectations in order to keep their business and we apologize this wasn't the impression left to Mr*** by our agent and we ask to please call our service department for any other assistance request in the future
At this time we have been able to have the Insurance Carrier waive the $cancellation fee and reduce premium as quoted with the non-fault accident, these changes have reduced the earned premium due to the carrier to $instead of 185.17, this adjustment has been paid by Mr*** on March 14th as it was communicated to him
At this time we have extended our sincere invitation to Mr*** to contact us with any further requests, we hope his experience with our agency has improved with the mentioned adjustments and will be here to assist him with special care in the future

Our office has reviewed the above-noted complaint as well as the documentation available to assess the situation; below we address each service claim individually:E-Mailing IssueIn reviewing the e-emailing mishaps, it was discovered that we had a typo in the email address for Mr***The
documentation that Mr*** expected to receive did exist and was attached to the e-mail; however, given the error in the e-mail address, this was never received by Mr***We certainly recognize this error and do apologize for this issueAttached is evidence of the date and e-mail attempts made to send out the documentation (See Ex.1).Premium IncreaseThe issue regarding the premium amount being higher than what was quoted over the phone is explained as follows:Our agent, Susana Rubio, provided a preliminary quote based on the information we had from Mr***'s prior policy (purchased at our office on January 5, 2017)At the time of the January 5th purchase, Mr***'s driving record showed no driving violations within the past few years, however during the issuing of his new policy on May 8, 2017, a new violation (dated October 3rd 2016) appeared on his record which caused the premium increase by about $more per monthWe do inerject that our Office Manager, Albert Ortega, did take the time to explain this situation to Mr*** when Mr*** signed the new applicationSince this was disclosed during the purchase of the policy we were under the impression that Mr*** understood and agreed with the new price and the reason being the driving record change as the cause for the higher rateAttached are copies of the driving record information on each of the policies purchased by Mr*** (See Ex.2).Lack of Coverage AllegationMr***'s complaint states that for days he was without coverage, however, this assumption in incorrectMr*** had coverage effective May 8, 2017, when the policy was soldPayment for this coverage was processed via Mr***'s credit card on May 8, and about minutes after the credit card was run for payment coverage beganMr*** had coverage until he requested the cancellation of suchPlease see the attached evidence regarding Mr***'s policy effectiveness and credit card authorization (See Ex3).Cancellation of PolicyRegarding Mr***'s cancellation request and complaints as to our service adviser Erika Renteria, we provide that on May 11, Mr***'s account was noted to indicate his request to cancel his policyWe also add that a note was made about Mr*** being advised that any cancellation request had to be submitted in writing with a wet (non-electronic) signatureMr***'s wet signature was eventually received and the cancellation was processed immediately and accordingly.Conclusion of FindingsUltimately our goal is to satisfy our clients' expectation by providing useful and effective service; by addressing each of Mr***'s concerns we believe we have illustrated our position and our efforts in this matterWe again apologize for having a wrong e-mail address and regret the misunderstanding about the premium difference from the quote to the actual rate purchasedWe furthermore highlight that we were able to cancel the policy as requested on May 11th.Refund of FeesAs part of our commitment to make this as right as possible, our office will waive the balance left pending on Mr***'s account of $(see Ex4, signed agreement)We also will refund the fees collected at the time of sale of the policy ($21.98), which is the difference between the amount received and the amount paid to the insurance carrier (Access insurance).Total Due at Purchase: $190.00Down payment received $100.00Balance left Pending: $90.00Premium Paid to Access: $78.02Fees being Refunded: $21.98PremiumAccess Insurance was paid $at the time of purchase of Mr***'s policyThis remaining amount is applied as premium coverage as well as for fees related to the cancellation of the policyAccess insurance will mail a cancellation confirmation to Mr***, including a premium breakdown.Conclusion and Offer to ResolveWe again apologize for any unpleasant experiences had by Mr***We will certainly use the details of his experience to try and assure that this does not happen againIn an effort to right this matter we will be waiving the $pending balanceWe are also refunding $21.87, which is the entire amount in broker fees collected at the time of the saleWe further offer to provide Mr*** any new policy in the future with zero broker fees and a guaranteed better experience.Respectfully Submitted, Aggie De La TorreH.R/ Upper ManagementHAMMER INSURANCE SERVICES INC

HAMMER INSURANCE'S CLOSING REBUTTAL TO MR. [redacted]'S REJECTION Mr. [redacted] states that before he purchased the 2nd policy from us, he advised our agent that nothing had changed in his driving record since the purchase of the last policy. Based on that statement our agent generated a quote using the information we had on file. However, when the application was submitted the system detected that contrary to Mr. [redacted]'s assertion, there was in fact another infraction on his record. Infractions will affect the premium. When this change was discovered our location manager, Albert Ortega, explained to Mr. [redacted] the cause of this higher premium. Nonetheless Mr. [redacted] having knowledge of the change in premium continued with the purchase. A new policy was then generated, Mr. [redacted] signed our Broker Agreement; he signed the Application for the new policy; provided payment in the amount of $100.00 of which $21.98 were applied as Broker Fees; and the remaining $78.02 were paid as premium to Access Insurance. Violations on a person's driving records are checked and updated automatically when processing a policy. So, even if Mr. [redacted]'s profile on our system showed only two infractions, and despite him saying that nothing had changed on his record, a new infraction was found and applied to his profile when the second policy was generated. There is nothing we can do to modify his driving record. The change in price originally quoted had nothing to do with anything our agent did wrong; it was Mr. [redacted]'s new infraction that caused the change in price. And, again, this was explained to Mr. [redacted] by our location Manager at the time of purchase and still he proceeded with the purchase. Mr. [redacted] is incorrect when he states that he never had coverage. Coverage began immediately after his policy was processed and a payment to Access Insurance was collected. He had coverage until the time his policy was cancelled on May 11, 2017, per Mr. [redacted]'s written request with his wet signature. We have admitted to there being a typo in his e-mail address and that the e-mail debacle was an oversight on our behalf. We again offer our sincerest apologies for any frustration this may have caused. Our customer service personnel should have been keener to the exact spelling of his e-mail address. Mr. [redacted] deserved more attentive support and we regret any shortcomings on our behalf. Our agency strives to provide the most effective service possible and that is what he should have received when contacting our customer service department. Rest assured that we are using this experience to prevent any future issues as this.At the point of sale a service was provided to Mr. [redacted], he did receive the coverage he purchased, the policy was effective, only the proof of coverage was left pending (thought attempts were made to e-mail this to him). Despite this, our agency has agreed to and has provided a FULL REFUND of ALL the broker fees collected from Mr. [redacted]. We have inclusively waived the balance left pending. The remainder was paid to Access Insurance and was applied as premium for coverage. $24.56 was used as earned premium and $53.46 was applied as Access Insurance's fees associated with the cancellation request.(See Page 5 of 6, Applicant Statement, paragraph 11).We again apologize for any unpleasant experiences had by Mr. [redacted]. In an effort to right this matter we have waived the $90 pending balance, we have also provided a FULL REFUND of our Broker Fees for $21.98 (collected at the time of the sale).We further maintain our offer to provide Mr. [redacted] any new policy in the future with zero broker fees and a guaranteed better experience. Respectfully Submitted,Aggie De La TorreH.R./Upper ManagementHAMMER INSURANCE SERVICES INC.

I am rejecting this response because:
Because 1. Before I purchased the insurance I told the agent nothing had changed on my driving record since I last had their insurance and mentioned this so there was no confusion as she ran my record 2. I had asked them to email me the proof of insurance to my email which I gave her more than 3 times twice when I first told her to read it back to me then later to send again during that time if theyre was any change to the agreed amount for service she never mentioned it, so knowing I gave her correct information during the elapsed time and when I made many attempts to talk to her before I personaly went in she always was busy and always said she would call me back but never did so I went in 3 days later and thats where she told me about change if theyre was a change and I was notified earlier I would have canceled service then but she never told me this on times that I called 3. While in theyre they told me of a violation that was on there since I last had their insurance so for them to say there was a new one did not make any sense as they had my profile already in system. 4. I never had coverage or proof of insurance in my possesion due to their lack of customer service and poor professionalism. 5 when I had wanted to cancel and issue reimbursment I had to state it yes but when I did erika said she would contact me with confirmation of this action and never did even after attempts through text message and email so I called the next day and spoke with a different lady at their hq in rancho and she had me do the same thing to state I wanted to close and issue reimbursment becausr erika had not done it so she went ahead and sent it out for me.6 out of all this they want to charge me for services never recieved or used and the lack of being a professional in their business to carry out the transaction or notifying a customer is absurd and customers who wish to do business with them should know of what happened to me, and I would like a full refund there is nothing on my part that was done incorrectly.

Initial Business Response /* (1000, 5, 2015/10/02) */
Dear Mr. [redacted];
My name is [redacted] Administrative assistant at Hammer Insurance Services Inc., I would like to begin by apologizing for all the inconvenience caused and second to explain what my review has shown in this situation....

Our records indicate your first request of assistance was on 08/05 advising that your account was still being charged for your prior policy, on the same day our customer service department submitted cancellation of prior policy this resulted in the partial refund you received from Kemper Ins. Our Service department was able to get you credited for duplicate coverage. We note that full refund is not applicable since the old policy affords coverage(Comprehensive and Collision)extended to a 2002 Tahoe that the new policy does not include, if we had been contacted earlier in the year we would been able to help and stopped any further charges made from your prior carrier. I acknowledge we could had prevented the problem at the beginning of your replacement of coverage, our team has offered apologies and I once again do the same, I am able to offer full refund of the fees we earned by replacing your coverage which amount to $111.23, and also voiding the balance that you left on 01/28/15 in the amount of $96.30. Unfortunately all premiums kept by your first carrier can't be refunded since Comprehensive and Collision coverage was provided for the Tahoe up until 08/05/15, additionally our Service manager has noted your account and we will not charge any additional fees in your policy whenever payments or changes are requested by you. Your refund check in the amount of $111.23 is being mailed, and the pending balance is now cleared. Our office appreciates your patience and we are doing everything can to correct the error. It is our intent to keep you as happy as possible given the circumstances. We hope that the refund and balance credit will correct this oversight, we have already made staff changes and Mrs. [redacted] is no longer with us, our agency has full commitment to serving our customers well and we look forward in continuing our relationship with you in years to come.
Please feel free to call our office to further explain the details on this matter. My direct telephone number is (XXX) XXX-XXXX. Thank you
Initial Consumer Rebuttal /* (3000, 7, 2015/10/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel that Hammer Insurance has handled this issue in a very unprofessional matter and continues to do so by your response. If your employee Mrs. [redacted] had properly canceled the previous policy we would not be in this situation & I as a consumer would not be at a loss for money. It does nothing for me to know that Mrs. [redacted] is no longer with your company. The fees accrued due to the change in coverage to the Tahoe was NOT my fault. It was Hammer Insurance agent who neglected to due her job correctly which resulted in a financial loss for me. I did not notify anyone sooner because I had no clue nor had I noticed the charges until months later. How can you expect Kemper Ins. To pay for the difference in coverage since this was due to your companies negligence in canceling the prior policy upon opening our new policy?!! I feel that the difference in the refund amount should be paid by HAMMER Insurance and not Kemper Ins. since this was your employees mistake and no one else's!! Had she done her job, I would have never been overcharged irregardless of the coverage changes to the Tahoe. Once again, and for the millionth time, we just want our full refund since your employees are your responsibility as a business and you should be held accountable for there improper actions! It is not fair for any consumer to have to be at a loss for money due to your employees not properly doing there job! I wil not reccomed this company to anyone! I will be canceling my policy and I will make sure to let people know the type of unprofessional establishment you run. Once again, I feel that the proper thing to do is for Hammer Insurance to assume full responsibility not only by admitting to there employees error but by paying the difference in the refund amount since it was your employee who caused this issue not I as a consumer. It would have NEVER got to this point had your representatives handled this in a proper, professional and timely matter.
Final Business Response /* (4000, 9, 2015/10/07) */
Dear Mr. [redacted],
We are glad to have had a chance to talk to you this afternoon and per our conversation today we have agreed to credit your current policy with an additional refund $277.00, we really appreciate the opportunity to make things right for you.
You were given a direct contact for one of our Officers here in the company to communicate any further questions or concerns. Copies of the credit receipt are being mailed for your records as well.
Please be assure we are continuously looking for ways to improve our customer satisfaction promise and we look forward in doing business with you for many more years to come.
[redacted]
Admin Assistant