Home Agency Properties, LLC

I am rejecting this response because:
The agent never advised me to keep the policy and did not send me anything via mail until my mother finally called to complain

You have been misled.  The facts are that on 11/16/2017 [redacted] called me, (as I am the insurance agent for Auto Owners Life Ins. Co.) to find out how she could cancel her life ins. policy that her Dad & Mom purchased on her on 10/5/1997 (age 5).  In that telephone conversation I first...

explained the importance of keeping the policy since it was purchased at her age of 5.  Monthly premium for that age was locked in at $4.92/mo. which her dad has continued to pay.  I stated the cash value for the $10,000 policy $354.84 but the Surrender Value was only approx. $323. She still requested to cancel & receive the surrender value of the approx. $323.  I said I would request the correct paperwork from Auto Owners & while initiating that, I noticed that her last name had changed from what is on the policy.  She stated that she got married 5 1/2 years ago but didn't change the policy.  I stated I needed a copy of the marriage certificate to present to Auto Owners as proof of name change to request corrected policy to be cancelled/surrendered.  She said she would email it to me.  I received her email containing a copy of the marriage certificate on 11/21/2017.  I presented it to A.O.  Then on 11/22/2017, while I was gone traveling for Thanksgiving, she emailed me asking if I got the marriage certificate.  Since I was away from my office I could only open it by my cell phone which immediately sent her a confirmation that I received it.  When I returned Mon. 12/27/2017 I had the paperwork received from AO.  I forwarded this to her buy USPS Tues, 12/28/2017 with instructions to sign, date & return to me.  I have not received that required signed form back to send to AO, Lansing MI so they can process the cancellation/surrender & mail her a check.  We pride ourselves on quality customer service and will continue viding it as we have the required documents.