John M Fortier Agency

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***..
Upon contacting our lenders, they also stated that no notification was received by mail or otherwise that the account was discontinued, and their policy is to record all incoming correspondence No mail was ever received from *** *** nor proof other than their word that it was, in fact, sent In addition, they state it is it their policy not call customers however my entire family obtains their coverage through this agent and our sister stated she receives monthly telephone reminders because she often forgets to pay her bill She received these calls from *** in the front office Since we have never been late in 1/2years we didn’t get monthly calls, but I would expect the same courtesy given other customers Speaking of modern business climate, mail service is by far the most antiquated It is appropriate and legal to leave a message stating “this is *** ***, please call (number) regarding your account” as any other prudent business would do The business did not take prudent measures to protect their clients, even though they do for some clients, and as a result subjected us to risk of harm and financial distress due to their poor customer care Their response does not accurately represent the current business climate nor does it accurately represent their common practices Apparently some customers are treated better than others
Regards,
*** ***

The circumstances Mr. [redacted] describes are regrettable and it would have been my preference that [redacted] would have provided the coverage for the car/deer accident occurring on 11/24/17. As the agent It was not my decision to deny the claim. Prior to the time of the 11/24/17 accident...

Mr. [redacted] mentions coming into my office to update his auto policy to exchange coverage on 9/8/17 from one vehicle to another. As of that moment the policy was not in jeopardy and was in a fully paid but in a billed status. Had the policy not been in a paid status the agents office would not have been able to produce an insurance ID card for the newly acquired vehicle. The agent is prohibited by company compliance from holding or maintaining any financial card information. The company sent from our corporate billing office a request on 8/8/17 to update the financial card information with no reply from Mr. or Mrs. [redacted]. Subsequently the financial card declined the insurance billing for the 9/19/17 monthly premium billing. On 10/08/17 a notification was again sent from our corporate office advising cancellation along with several options for payment in order to continue the policy including updated financial card information, signing a bank authorization with voided check. Also another available option to do this thru logging into the corporate website or contacting the agent. Without some action on the policyholders part the policy was cancelled on 10/08/17. Additionally this agent sends each Tuesday following the corporate notification a personalized "thank you for allowing me to be your agent" letter to the policyholder advising of the policy lapse encouraging the policyholder to call the agents office in order to continue coverage. It is not within this agents authority to overturn the company coverage decision. There was a time when my office attempted to contact policyholders by phone however due to many compliance & privacy issues, abandonment of land line usage, changed cell numbers etc. we discontinued that practice. Leaving sensitive personal phone messages involving financial concerns on unidentified voice mail or message machines no longer made sense or fits todays business climate. As a result we instead send our own personalized letter in hopes the customer will see that it is locally postmarked direct agency mail to reflect its importance. None of the company or agency mail is sent in any certified or registered form. It is generally recognized that if 1 or more letters or notifications are sent to a customer it is accepted practice that the notifications were received by the addressee. On a date following the loss we confirmed with Mrs. [redacted] the mailing address on file was accurate. It is not within the agents control whether the customer opens or reviews the sent mail. I apologize to Mr. & Mrs. [redacted] for this very uncomfortable experience but this agency cannot assume the responsibility for the lapse in coverage.