Horace Mann Insurance

Initial Business Response / [redacted] (1000, 5, 2015/05/19) */ I, as a local agent have no control over my clients ratesWe are here to make sure our customers are properly taken care of and have the proper coverage's in placeInsurance rates are set by territory based on California Department of Insurance regulations, unfortunately in moving, Ms [redacted] relocated to a territory that had a higher rate scaleWe have done everything in our power to explain that the change in rate is out of our control, that it is regulated by the state, and all insurance companies have to adhere to the same standardsWe have also mentioned to Ms [redacted] the available discounts offered on our auto policies and she has chosen not to take advantage of themWe are here to assist in any way possible but have no control over this situationThank you ! Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1st lets get things straight Horace Mann Insurance has never offer or explain any type of discounts I have a Dodge Charger that only driver days out of the week and only drives miles a day They never offer a discount which I explain to them 2nd I have call insurance companies all of them have indicated There is no increase on price of insurance due to living in Fresno Also these companies have offices in Visalia and surrounding cities I believe Horace Mann Insurance has be taking advantage of their clients for a long time because no one brings up the price increase ! I'm Truly upset with there style of professionalism Final Consumer Response / [redacted] (4200, 10, 2015/05/27) */ Hello [redacted] , Now I am receiving from Horace Mann Insurane explaining to me I request to add a another driver to my policy and if I don't reply They will cancel my Insurance by 6/12/I never requested to add on another driver Its seem they are retracting their 5/28/deadline and coming up with a new plan They are stressing me out I don't want to be driving with no insurance my policy is over in July why can't they just honor the contact and quit playing games I appreciate everything you have done for me I want to clearly understand do I have insurance til July ? Thank you For Your Time ! [redacted] Final Business Response / [redacted] (4000, 12, 2015/06/02) */ As an agent we do everything in our power to ensure that every one of our customers gets the best possible value for their coverage and understands their coverages, discounts, and policies inside and outMs [redacted] has not communicated with our agency since we informed her of the reason her rate increased and the availability of multi line discounts to possibly lower itMs [redacted] received an additional driver request because she has indicated that she is married, and we have had calls from a gentleman claiming to be her husband in the pastThere are several reasons we need to have all drivers in the household listed, one of which so we don't release personal information to the wrong individualAnother would be that we would not want Ms [redacted] or anyone in her family to have liability exposure due to not being listed on a policyDespite our efforts Ms [redacted] continues to be unhappy with Horace Mann as a company and has not been pleased with any solution we have offered herCustomer satisfaction is our number one goal and all we want is for Ms [redacted] to be happy with her experience hereAs a company, Horace Mann has no contracts or cancellation fees and Ms [redacted] is in no way obligated to stay with us for any period of timeIn reference to Ms***'s coverage questions, she is welcome to contact our office any time to discuss her policy and coverage, we are available from 9am to 5pm Monday thru Friday, and happy to assist after hours as well if that's not convenientI do not think that communicating questions about policies and coverages through the Revdex.com is really necessary or effectiveThank you

Initial Business Response /* (1000, 5, 2015/05/19) */
I, as a local agent have no control over my clients rates. We are here to make sure our customers are properly taken care of and have the proper coverage's in place. Insurance rates are set by territory based on California Department of...

Insurance regulations, unfortunately in moving, Ms. [redacted] relocated to a territory that had a higher rate scale. We have done everything in our power to explain that the change in rate is out of our control, that it is regulated by the state, and all insurance companies have to adhere to the same standards. We have also mentioned to Ms. [redacted] the available discounts offered on our auto policies and she has chosen not to take advantage of them. We are here to assist in any way possible but have no control over this situation. Thank you !
Initial Consumer Rebuttal /* (3000, 7, 2015/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1st lets get things straight Horace Mann Insurance has never offer or explain any type of discounts . I have a 2006 Dodge Charger that only driver 3 days out of the week and only drives 7 miles a day . They never offer a discount which I explain to them . 2nd I have call 5 insurance companies all of them have indicated There is no increase on price of insurance due to living in Fresno . Also these companies have offices in Visalia and surrounding cities . I believe Horace Mann Insurance has be taking advantage of their clients for a long time because no one brings up the price increase ! I'm Truly upset with there style of professionalism .
Final Consumer Response /* (4200, 10, 2015/05/27) */
Hello [redacted] , Now I am receiving from Horace Mann Insurane explaining to me I request to add a another driver to my policy and if I don't reply They will cancel my Insurance by 6/12/2015. I never requested to add on another driver . Its seem they are retracting their 5/28/2015 deadline and coming up with a new plan . They are stressing me out . I don't want to be driving with no insurance my policy is over in July why can't they just honor the contact and quit playing games . I appreciate everything you have done for me . I want to clearly understand do I have insurance til July ? Thank you For Your Time !
[redacted]
Final Business Response /* (4000, 12, 2015/06/02) */
As an agent we do everything in our power to ensure that every one of our customers gets the best possible value for their coverage and understands their coverages, discounts, and policies inside and out. Ms. [redacted] has not communicated with our agency since we informed her of the reason her rate increased and the availability of multi line discounts to possibly lower it. Ms. [redacted] received an additional driver request because she has indicated that she is married, and we have had calls from a gentleman claiming to be her husband in the past. There are several reasons we need to have all drivers in the household listed, one of which so we don't release personal information to the wrong individual. Another would be that we would not want Ms. [redacted] or anyone in her family to have liability exposure due to not being listed on a policy. Despite our efforts Ms. [redacted] continues to be unhappy with Horace Mann as a company and has not been pleased with any solution we have offered her. Customer satisfaction is our number one goal and all we want is for Ms. [redacted] to be happy with her experience here. As a company, Horace Mann has no contracts or cancellation fees and Ms. [redacted] is in no way obligated to stay with us for any period of time. In reference to Ms. [redacted]'s coverage questions, she is welcome to contact our office any time to discuss her policy and coverage, we are available from 9am to 5pm Monday thru Friday, and happy to assist after hours as well if that's not convenient. I do not think that communicating questions about policies and coverages through the Revdex.com is really necessary or effective. Thank you.

Review: I remitted payment for my auto insurance policy on 6.1.15, due 6.22.15. The company (corporate) did not appropriately associate my payment with my account. I discovered this matter in July, phoning the company (corporate), remitting a duplicate payment by phone plus an additional service fee for use of a credit card. I contacted the company (corporate), who indicated they would refund my duplicate payment and service fee given that I could provide verification that the check was sent and acknowledged their error. I provided such verification via FAX on the same day as requested. The company misplaced the FAX, containing financial information. I was not contacted for follow up, but I reached out to the company to inquire about the timing of my refund. This prompted the company to share that my FAX had been misplaced and that I needed to provide the information again. On August 21, a refund check arrived, but for an incorrect lesser amount. This date is over a month after the noted overpayment and approaching three months after the initial payment submission.Desired Settlement: I request a prompt refund of the full amount of overpayment (cost of policy + service fee). I am able to hold the current check I have received and receive a check for the correct amount, returning the first check, or receive a check for the balance and deposit both. I further request an apology for related inconveniences, including disruption of travel.

Business

Response:

Thank you allowing us to review the concerns of Ms. [redacted].On behalf of our company, I wish to extend a sincere apology to Ms. [redacted] for the events described whenshe attempted to make a payment. This does not represent the level of service our customers should expectand rightfully deserve.I have confirmed that we did receive Ms. [redacted]’s payment in June; however, as she stated, the paymentwas not correctly applied to the policy resulting in a lapse in coverage.When Ms. [redacted]’s submitted a second payment to reinstate her policy, a reinstatement fee of $25.00 plus afee of $8.00 for a credit card payment, was included in the premium.We have since reinstated the policy without a lapse and returned $258.50 representing the overpayment, whichMs. [redacted] indicated she received.In addition, we are processing a refund for $33.00 to reimburse Ms. [redacted] the fees associated with herpayment to reinstate the coverage.We greatly appreciate Ms. [redacted] bringing this matter to our attention. As a loyal customer for over tenyears, we value her business.Please contact me if you have any further questions or concerns.Sincerely,[redacted] API, AIS, ALMI, ACSResolution Case ManagerLaw DivisionThe Horace Mann CompaniesToll Free: ###-###-####, ext. [redacted]Email: [redacted]