Herlong Bates Burnett Insurance, Inc.

Hey ***-
I’m sorry to hear you are not feeling wellI was told we could reply to the recent complaint by sending you an emailWe regret that *** *** is upset with us.
Below is a summary from our perspective:
*** *** is not being charged for the
referenced accident in his premium.
The insured filed the claim with his carrier (***) prior to contacting our agencyThe accident occurred over the weekend and he contacted *** during this time.
Our account managers and the claims adjuster explained the subrogation process and since *** (at fault’s carrier) was not responding fast enough *** *** chose to file the claim with ***.
Since *** *** was not the named insured, our agency accepted the request from *** *** (the named insured and life partner of *** ***) to speak to *** *** and discuss the claim- a process that is not usually done.
After receiving *** ***’ complaint by email, I replied with an apology.
The *** policy allows *** *** and *** *** to appear on the same policy as named insureds and provides excellent coverage with prices that are actually lower than the previous *** policy.
We value all of our clients and believe that we have gone above and beyond to work with *** ***If *** *** would like to transfer his policy to another agency that represents *** in order to work with another agent, he has that option.
Thank you for your help in this matterPlease let me know if you need anything else.
*** *** ***
President
P: *** | F: *** | ***
** *** *** *** *** * *** ** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint.
I was directly informed by the agent handling this for us that we could move forward with *** or not and there would be no repercussions on our policies for the accident In fact the renewal with Owners Insurance included a substantial increase, a fact that *** *** neglects to mention The agency's implication all along has been that I caused their error, when in fact, they caused the error by providing me information ** *** apologizes that I had a bad experience but not for his agencies errors.Furthermore, the idea that if I am unhappy with errors the company made, that our best option is simply to take my business elsewhere indicates a certain lack of follow through and integrity on his agency's part *** *** should apologize for his agent's misinformation to me and provide the Revdex.com with information showing the increase in my renewal policy and how that rate increase was not directly affected by the agency's advice that the accident would have no affect on my insurance rates.Furthermore, when I looked to place my policies elsewhere, I was quoted hundreds of dollars more than I had been paying before I brought all of my insurance business to this agency
Regards,
*** ***

Hey ***- Thank you for your help in resolving this matter. Please see our response to the highlighted items below: Premium increase is from a state wide increase from *** ***Others received an increase as well due to the state filing for an increase. *** *** would not write *** and *** on one policy and recognize them as spouses like they wanted to be writtenThis was the reason *** *** was not a viable option for a policy at the time of renewal. A subrogated claim will show as not at fault on a CLUE report and bears no impact in rating within the independent insurance world- this may differ for a direct writer like *** Due to us not being the agent on the *** policy, information we can obtain including claim payout information is limited. We have a limited number of carriers who will consider insureds who have only been with their current carriers for under six months*** still provided the best option allowing them to be written as spouses and providing the best package policy that we can provide. The subrogation was not taken into consideration when *** rated and *** is the carrier that will recognize *** and *** as spouses thus providing the best overall coverage available through our carriers and agency. *** *** CICPresidentP: *** * F: *** | *** *** *** *** *** * *** ** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  [redacted] did not respond to my treatment by his agency.  I want him to respond to that.  That is the reason we are in this dispute.Re the first sentence of [redacted]s reply:My policy rate rate was reduced, whereas [redacted] was increased. So, that blanket information was incorrect re: Owners across the board increase.I was specifically told by [redacted] that this accident would show up for five years, subrogation or not.  As of last correspondence with [redacted] the accident has not been updated to Not-At-Fault. They inform me that the agent must correct that.I am deeply disappointed that [redacted] continues to disregard my complaint.  I want an explanation for why I was not notified that the agents I was working with were replaced and who I was to contact.  I want to know why [redacted] felt it was inadvisable to contact the insurance carrier at the time of an accident when his offices were closed.  I want to know why [redacted] informed me that there would be no impact on our policies if we persued this claim through Owners, and I want to know why [redacted] has not addressed this particular concern of mine, even though I have repeatedly brought it to his attention.  I want to know why [redacted] added a [redacted] Program device to my policy without informing me. 
[In response to the above line from Revdex.com, the business has made no offer or apology, but only provided reasons, the first of these, regarding Owners across the board rate increase being a fallacy.
Regards,
[redacted]