Howard Hanna Real Estate Services

Review: This is also a complaint against [redacted]. But because I was unable to find a listing for them I have included it with Howard HannAbout July 22, 1015 I tried contacting my ins agent concerning my homeowners policies. I explained to a voicemail that I had had just become aware that they did not sent me but one renewal notice instead of 2[I insure 3 homes through them] and because of my busy schedule I had completely forgotten about it. It,the policy, had expired on July 10th. I had never received a cancellation notice which would have reminded me.On or about July 27 agent, Sara F[redacted] left a message saying she would be in touch with me.She called again and left a voice mail saying that [redacted] refused to renew the policy. July 31st she contacted me and said she would work on the quotes,made no mention of them refusing to renew,and get back with me, and set up an automatic payment for the account because of billing issues over the last several years.They had a history with the billing department not sending out notices when due. When they did a lot of times they confused the 2 policies. Because of that we decided to resolve the issue and set up an automatic payment with a credit card.On Aug 3th she contacted me again saying she would have the quotes in the afternoon. After reviewing the quotes I told her that I did not want any additional coverages. At one point she called me by another name,George,and wanted to know if these where single family dwellings.I than for a short period became a little confused myself and told her that [redacted] was a duplex. Had she looked at the policy she would have seen that the information she was asking for was on the policies. She came back with about a 40% increase over last years quote. I reminded her that I have never had a claim filed with them and that inflation was at about 3%. This increase was way out of line.She responded that the Ins companies had that right.Describe what you would consider to bDesired Settlement: Reinstate my homeowners policies at a fair increase in premium if need be. Not a 40% increase.

Business

Response:

VIA EMAIL ([redacted])September 21, 2015[redacted]Dispute Resolution SpecialistRevdex.com Serving Western Pennsylvania[redacted]RE: [redacted]Revdex.com Case No: [redacted].I represent Howard Hanna Insurance Services. Please accept this letter as our response to the pending matter. [redacted] acknowledged in his complaint that he is not filing a complaint with Howard Hanna Insurance Services. We have responded to add information to the matter.[redacted] called into the insurance agency on 07/28/15 and spoke with agency Account Representative, Jessica E[redacted]. He advised Jessica that he had not received the cancel notice on policy # [redacted]. Jessica promptly called [redacted], underwriter in the state of PA. [redacted] declined to reinstate [redacted]'s policy because they had recently been cancelled (policy #s [redacted] & [redacted]).[redacted] did advise/grant permission to the agency to rewrite the policies for [redacted] through [redacted]. Sara F[redacted], Agent with the agency, contacted [redacted] via e-mail on 07/31/15 notifying him that she would write the new policies through [redacted].As a normal agency procedure prior to rewriting any property (ies)/policy, we review the details of the property(ies) and do up-front underwriting to be sure we are properly insuring the risk.After reviewing the property information for both properties, Agent, Sara F[redacted], e-mailed the client on 08/03/15 asking [redacted] to confirm whether the home located at [redacted] was a duplex or a single family home because it makes a difference for rating purposes.On 08/03/15, Sara F[redacted], e-mailed [redacted] addressing his concerns about the billing and cancellation notices. We advised [redacted] of what [redacted] at [redacted] billing advised the agency; renewal documents were mailed to the mailing address on file: [redacted] on 05/29/15 and cancellation/expiration notices were sent out to the same address on 06/25/15. We provided the insured, within the same e-mail, the renewal and expiration notices on both policies. The insured responded back on 08/03/15 to our e-mail and advised he never received the notices however; the agency did not receive any return mail.The insured threatened within that same e-mail to report [redacted] to the Insurance Commission and the Revdex.com as a result of him not receiving the renewal or expiration notices. On 08/03/15, Agent, Sara F[redacted], provided [redacted] with two quotes for properties located at: [redacted] and [redacted] because [redacted] did respond to Sara's question and confirmed the properties were two separate dwellings. He did not however address the question as to whether each property was a single family home or a duplex. Sara F[redacted] presented quotes based on current information and based on current rates as that is all we have access to within the [redacted] quoting system. Sara did ask the client to confirm that homes were tenant-occupied as that is important for underwriting/coverage purposes. Within the same e-mail, Sara F[redacted] requested the insured review some features of each home/risk to confirm all was in line with what we have on file currently again for rating/coverage purposes.The insured did respond on 08/04/15 via e-mail advising that "[redacted] is a single bedroom house." The insured also responded to Sara F[redacted] e-mail regarding the quotes provided. He mentioned the "[redacted] house is currently not rented but on the market." On the same date, Sara F[redacted] attempted to reach [redacted] to get further clarification. Sara F[redacted] did advise [redacted] via email that if the property located at "[redacted]" was vacant and on the market, we would need to rewrite as a vacant policy for appropriate coverage. [redacted] responded to Sara's e-mail on 08/05/15 (he did not call), with the declaration pages from the policies that had expired back in July. He also threatened again in the e-mail that if the agency could not provide the same rate as he had on the expired policies, he would go to the insurance commission and the Revdex.com. [redacted] did respond later that day again informing Sara F[redacted] that the house located at: "[redacted], over 800 sq ft] that is currently vacant is in fact listed for rent by a rental company and will be occupied soon. [redacted] is rented. Both are rental properties."Sara F[redacted] responded the same day, 08/05/15 with updated quotes reflecting what the client asked for, coverage amounts on the policies that had recently expired. Sara F[redacted] explained that the rates were based off of current rates within the [redacted] quoting system. Insured responded back on 08/06/15 advising: "these rates are not justified when compared to last yrs rates." Our last communication with the client was 08/07/15 when he e-mailed Sara F[redacted] and advised: "Good morning Sara, I am writing to inform u that I am at this time filing a complaint against [redacted] and u for failing to justify such a large rate increase."Howard Hanna Insurance Services placed [redacted] with the original policy at [redacted]. The decision to cancel the policies and the quotes for the renewals did not involve my client. We understand that we are not the subject of this complaint but merely to assist in providing informational assistance. If additional information is needed, please contact me directly.Sincerely, Jon F. D[redacted]General CounselJFD/VMDEnclosurecc: [redacted]