Keats Agency

To Whom it may concern,Thank you for forwarding this along.  Based on the notes that are in our system and the agent, Eric A[redacted], Mr. E** had been spoken to on numerous occasions.  Mr. E** did pay for the policy based on the quote that was given.  Once the quote is sent up to...

[redacted] insurance they have a 90 day Underwriting period where the Insurance company can go out and examine the risk and determine the proper amount of coverage needed to protect that risk.  In this case, as you will see below, our agent worked with the client and [redacted] to reduce the premium.  Although not to the original quote price but to the rate that the insurance company was willing to protect that risk for.  This was discussed with the client and a family member by both the agent and [redacted] Insurance services.  Please see the notes below:  ** 1/**/2015 :   Gave insured rate and coverage based on conversation and info insured gave us about home and prior claims.HO3 Policy with Dwelling Replacement cost coverage. Quote was for  $385,000 Dwelling with $1500 deductible with premium of $1366.87[redacted] Policy bound same day, 01/**/15 with an effective date of 1/**/15.[redacted] Follow up documents needed to approve the alarm Discount needed 1/**/15. [redacted] A representative of [redacted] called and set inspection on 1/**/15 with insured.  [redacted] is a service that [redacted] uses to inspect and evaluate the value of a home and address any hazards[redacted] Mueller inspection showed that home was being under insured based on the information that I received from the client.  We then received a notice from [redacted] (02/**/2015) to increase the coverage for the home to match what Mueller determined.  Mueller report showed new dwelling needed to be $606,017, which modified the premium to be $2106.34[redacted]  The agent then reviewed the differences with the client and discovered some errors on the behalf of Mueller.  This was discussed with the client and let Mr. E** know that we would work with underwriting to see if we were able to reduce the overall premium from $2,106.34 based on the changes we discovered.  [redacted] The agent forwarded the adjustments (MSB rebuttal) to Underwriting and they agreed that $606,017 was incorrect and lowered Dwelling to $521,261 with final premium of $1881.79The client paid $1366.87 at the time of the quote and based on the updates and modifications the client has $521.261 of dwelling coverage the brings the premium to $1881.79.  This leaves a premium balance of $520.12 for the Increased coverage.  This was explained to Mr E** a number of times by both member of this office and the service center.  The dates of conversation were 08/**/2015, 10/**/15, 10/**/2015.The home is correctly rated at the value that is stated above.  Our agent and agency did all we could to get it to the proper amount.  The quote is based on information obtained at the time of quote, once that is sent up to the Insurance company, they determine coverage is correct or if there were updates or changes that were needed to properly insure this home.  We discussed this with the client on numerous occasions.  The client is  looking for something that we cannot change.  Please feel free to contact me for any further information.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

  When I initially went to [redacted] for home insurance, the agent, Eric A[redacted] had never mentioned to me that the premium may be adjusted upward.  If I had know I would never have signed up with [redacted] insurance.  I paid the full amount of my premium upfront thinking that this would be the premium amount for the full one year term.  Furthermore, as I had stated, I tried to contact him about this increase and he has not returned my calls. I have not spoken to him or had any correspondence with him except for the invoice that they sent me since my initial visit in January of this year.  I should not be forced to purchase this additional insurance which was unilaterally put on me . 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I'm writing this review because of the best customer service experience I encountered recently with Kevin A[redacted] He was very sweet and always is able to exceeded my expectations. He has taken care of all my needs since I opened the policy with him. Every time I'd have a question or concern he is able to answer quickly and I'm never left without an answer or resolution. Glad your company has such genuine and caring employees.

Review: I purchased home insurance from The Keats Agency -[redacted] in January of this year 2015. I paid my premium in full for one years coverage. Subsequently, in August I received a bill stating I owe approxmiately $700. I tried contacting the agent that opened the policy , Eric A[redacted] but he will not take or return my calls. I got another bill in October saying now I owe $520.12. I contact the [redacted] customer advocate line and they tell me the bill is for increased coverage which I never asked for or had agreed to. Please help.Desired Settlement: I would like to have The Keats Agency- [redacted] render me a zero balance due.

Business

Response:

To Whom it may concern,Thank you for forwarding this along. Based on the notes that are in our system and the agent, Eric A[redacted], Mr. E** had been spoken to on numerous occasions. Mr. E** did pay for the policy based on the quote that was given. Once the quote is sent up to [redacted] insurance they have a 90 day Underwriting period where the Insurance company can go out and examine the risk and determine the proper amount of coverage needed to protect that risk. In this case, as you will see below, our agent worked with the client and [redacted] to reduce the premium. Although not to the original quote price but to the rate that the insurance company was willing to protect that risk for. This was discussed with the client and a family member by both the agent and [redacted] Insurance services. Please see the notes below: ** 1/**/2015 : Gave insured rate and coverage based on conversation and info insured gave us about home and prior claims.HO3 Policy with Dwelling Replacement cost coverage. Quote was for $385,000 Dwelling with $1500 deductible with premium of $1366.87[redacted] Policy bound same day, 01/**/15 with an effective date of 1/**/15.[redacted] Follow up documents needed to approve the alarm Discount needed 1/**/15. [redacted] A representative of [redacted] called and set inspection on 1/**/15 with insured. [redacted] is a service that [redacted] uses to inspect and evaluate the value of a home and address any hazards[redacted] Mueller inspection showed that home was being under insured based on the information that I received from the client. We then received a notice from [redacted] (02/**/2015) to increase the coverage for the home to match what Mueller determined. Mueller report showed new dwelling needed to be $606,017, which modified the premium to be $2106.34[redacted] The agent then reviewed the differences with the client and discovered some errors on the behalf of Mueller. This was discussed with the client and let Mr. E** know that we would work with underwriting to see if we were able to reduce the overall premium from $2,106.34 based on the changes we discovered. [redacted] The agent forwarded the adjustments (MSB rebuttal) to Underwriting and they agreed that $606,017 was incorrect and lowered Dwelling to $521,261 with final premium of $1881.79The client paid $1366.87 at the time of the quote and based on the updates and modifications the client has $521.261 of dwelling coverage the brings the premium to $1881.79. This leaves a premium balance of $520.12 for the Increased coverage. This was explained to Mr E** a number of times by both member of this office and the service center. The dates of conversation were 08/**/2015, 10/**/15, 10/**/2015.The home is correctly rated at the value that is stated above. Our agent and agency did all we could to get it to the proper amount. The quote is based on information obtained at the time of quote, once that is sent up to the Insurance company, they determine coverage is correct or if there were updates or changes that were needed to properly insure this home. We discussed this with the client on numerous occasions. The client is looking for something that we cannot change. Please feel free to contact me for any further information.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

When I initially went to [redacted] for home insurance, the agent, Eric A[redacted] had never mentioned to me that the premium may be adjusted upward. If I had know I would never have signed up with [redacted] insurance. I paid the full amount of my premium upfront thinking that this would be the premium amount for the full one year term. Furthermore, as I had stated, I tried to contact him about this increase and he has not returned my calls. I have not spoken to him or had any correspondence with him except for the invoice that they sent me since my initial visit in January of this year. I should not be forced to purchase this additional insurance which was unilaterally put on me .

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: In May 2013, I purchased an engagement ring. Immediately following the purchase of this ring, I sought out an insurance policy with the Keats Agency (Nationwide Insurance). I worked with [redacted], who started a policy in May under my father's name, as he is the owner of the homeowner's insurance policy we have with Nationwide. She assured me this would not be an issue. I chose to pay half my policy's balance at this time, $273, with the other half due in November 2013. In August 2013, I received a letter from Nationwide corporate informing me my policy had been terminated as it was filed under my father's name, not my name. When I called Keats to inform them of this, [redacted] assured me it would not be an issue as she had contacted Nationwide prior to filing my policy to obtain authorization to start it under my father's name. [redacted] said she would handle it and get back to me. In the interim, I received a check in the amount of $130. When I informed [redacted], she advised I send it to the Keats Agency and that it was a refund for the unused portion of my policy as I had been covered from May 2013-August 2013. I had not heard again from [redacted] until September 2013. At this time I called the Keats Agency in follow-up to a bill I received in the amount of $406, clearly not the remaining half of my policy ($273). I was assured by [redacted], a representative other than [redacted], that I would hear back from one of them soon. I did not hear back from anyone from the Keats Agency. In October 2013 I received another bill in the amount of $406 stating payment was due. When I called the Keats Agency again, I was informed by [redacted] that [redacted] would contact me. Between phone calls and emails exchanged, the Keats Agency informed me on November 8th, 2013 I would have to pay $406 to pay the remainder of the policy ($536-$130 refunded check).

It was [redacted]'s error (the Keats Agency's representative) that led to me being billed in the amount of $406. She should not have started the policy under my father's name. It was her neglect, recklessness, and miscommunication that led to the remaining balance. I never agreed to begin a new policy in August 2013. My original agreement began in May 2013 and I should not have been billed this balance. I have decided to terminate the new policy and the agency is aware. I have also contacted the owner of the agency, [redacted], to inform him of the incredibly reprehensible way [redacted] has gone about business. I have lost complete trust in his agency and his representatives and feel that I have been dragged along a never-ending process so that more money could be taken from me.Desired Settlement: The Keats Agency should refund my credit card in the amount of $273, which was charged to my American Express on May **, 2013.

Business

Response:

Unfortunately the customer is asking for something that cannot be done with respect to policy dates. Since we cannot change the dates, he wants his money back for the cost of the first 3 months of coverage. Here is what happened:

I wrote an application in [redacted] and his fiance's name and submitted it to the insurance company. The application is attached and clearly shows the proper names. Unbeknownst to us, the system pulled the father's information as it is his homeowner's policy that made the son's policy eligible and put the father's name into the policy that was issued. We don't see the issued policies so we did not know that the policy was issued in the father's name until we got notification that the policy was going to be cancelled due to the father not having an insurable interest in the item insuraned. I thought all we would have to do is change the name back to the son and I did that through the system. Then I advised the client not to worry about it because I had done that. Afterwards I found out that underwriting did not change the name and would not allow the policy to be altered in that way. In addition, because of this it could not be reinstated. The system prohibits it so the policy needed to be rewritten.

With that I wrote a new policy in August. The new policy would have a full year of protection through next August. It could not be backdated to May. Therefore, the client had two policies that stretched out over about 15 months or so. The insurance company only charged them for the time period of protection and it was done on a pro rata basis (no penalty). They did not overcharge in any way. and I myself did nothing wrong. I only tried to fix what our system changed. The client is not happy that he is paying for 15 or so months of insurance even though that is the amount of time that he is being afforded protection by the two policies. His request of a policy term from May to May could not be given and because of that and because all that took place is somewhat inexplainable, he is making a fuss. The solution of a new policy was the only option we have, but the client refuses to understand. We have since cancelled the second policy with his request to do so.

We always desire to make our clients happy and we always do the right thing and more for them. The request to change the dates on his policy as he desires could be done. The error on the issuance of the first policy was not mine. I only tried to help fix what the system did wrong. We cannot uncover why the system pulled up the father's name. Regardless, I did go to management and requested that the policy that was incorrectly put in the father's name be cancelled flat, which means back to inception. This would generate a refund for those first 3 months that coverage was afforded in the father's name. I have gotten approval in principle, but am waiting for the company's processing folks to determine if they can physically do what we are requesting. I hope to know shortly and will advise the client at that point.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

As the Keats Agency representative stated, the original policy issued in May 2013 was canceled due to my father having "no insurable interest." This statement is absolutely correct. And after consulting with an insurance lawyer, had I filed a claim under the original policy, I would have most likely been denied due to my father having no insurable interest. Clearly, I have paid for an insurance policy that could not have been executed should I needed to file a claim. In the simplest terms, this means I paid for no service, for nothing at all. This is why I am requesting a refund for the original policy.

In addition, [redacted]'s claim that this is a system failure and that she "did nothing wrong" is irrelevant. I would like to be clear that [redacted] was my sole point-of-contact at the Keats Agency and Nationwide Insurance. It was her responsibility to see this policy through to execution. Her claim to plausible deniability in this case is not applicable. It was because of her mismanagement of the filing of my original policy that I ended up paying towards an insurance policy I could not have filed a claim through.

My father having no insurable interest is exactly the centerpiece of this situation. As a direct result of the Keats Agency's lack of follow-through, I was issued a policy that on one hand I had to pay for, but on the other served me no purpose as it was issued incorrectly. I may be wrong, but it's usually not considered "making a fuss" when asking for a refund for a service that was never delivered.

Sincerely,