Kyle Vitense Insurance

Initial Business Response / [redacted] (1000, 5, 2015/12/18) */ We received a phone call from our former policyholder on November 19thDuring this phone call our former policyholder informed a staff member she had previously requested her policies be cancelled, as she had obtained insurance with a different companyWe take diligent notes in policyholder accounts, and no request had been received to that pointMy staff member informed the former policyholder we could accommodate her request to backdate the cancellation and generate a premium refund for the time she was insured with the other company, but in order to do so we would need proof of the coverage during that timeThis is not determined by my agency, but rather State FarmMy staff member provided specific instructions of what was needed, a declarations page showing the date coverage was obtained with her new company and a signed authorization to cancel a life insurance policy which was pre-paid for the yearBased on information which was apparently relayed to our former client from her new insurance agent, she was adamant this was not necessaryMy staff member again informed her of State Farm's policy for backdating cancellation on property and casualty insurance and for canceling life insurance, and our former client set up an appointment for November 23rd to come into my office with the necessary documentation that would allow for backdated cancellation and to sign the life insurance cancellation formOn November 20th my office received a fax from our former client's new insurance agentThis document was a generic cancellation request letter asking for backdated cancellation signed by our former clientIt was not the necessary documentation as detailed to her during the phone call one day earlierOur former client came in as scheduled on November 23rd at 11:30amShe brought with her the same document that was faxed to my office on November 20thShe did not bring the necessary documentation for backdated cancellationMy staff member reiterated what was needed, and our former client called her new insurance agent to relay the informationOur former client's new insurance agent did not comply with this request and sent a screen-shot of the wrong policy instead of a declaration page of the correct policyThis form can be printed by any agent on behalf of their policyholder with one click of a button, so I am not sure why this new agent was unwilling to comply with such a simple requestMy staff member informed our former client the screen shot of the wrong policy sent over was insufficient and would not permit a backdated cancellationOur former client expressed her frustration and simply requested the policies be cancelled that day, November 23rdMy staff member complied with her request and transmitted the cancellation to State Farm corporate immediatelyOur former client asked when she could expect to receive a refund from State FarmMy staff member informed her it was sent from our corporate office, and would take place within daysUpon receipt of this negative feedback from our former client, I called to check on the status of the refundThe refund request was processed on December 5th, and a check was mailed out on December 7thI am confident my office handled this situation exactly as we should, and it appears a resolution our former client settled on has already been reachedHad her new agent simply sent the forms necessary for a backdated cancellation, this could have been handled to her satisfaction very easily

Initial Business Response /* (1000, 5, 2015/12/18) */
We received a phone call from our former policyholder on November 19th. During this phone call our former policyholder informed a staff member she had previously requested her policies be cancelled, as she had obtained insurance with a...

different company. We take diligent notes in policyholder accounts, and no request had been received to that point. My staff member informed the former policyholder we could accommodate her request to backdate the cancellation and generate a premium refund for the time she was insured with the other company, but in order to do so we would need proof of the coverage during that time. This is not determined by my agency, but rather State Farm. My staff member provided specific instructions of what was needed, a declarations page showing the date coverage was obtained with her new company and a signed authorization to cancel a life insurance policy which was pre-paid for the year. Based on information which was apparently relayed to our former client from her new insurance agent, she was adamant this was not necessary. My staff member again informed her of State Farm's policy for backdating cancellation on property and casualty insurance and for canceling life insurance, and our former client set up an appointment for November 23rd to come into my office with the necessary documentation that would allow for backdated cancellation and to sign the life insurance cancellation form. On November 20th my office received a fax from our former client's new insurance agent. This document was a generic cancellation request letter asking for backdated cancellation signed by our former client. It was not the necessary documentation as detailed to her during the phone call one day earlier. Our former client came in as scheduled on November 23rd at 11:30am. She brought with her the same document that was faxed to my office on November 20th. She did not bring the necessary documentation for backdated cancellation. My staff member reiterated what was needed, and our former client called her new insurance agent to relay the information. Our former client's new insurance agent did not comply with this request and sent a screen-shot of the wrong policy instead of a declaration page of the correct policy. This form can be printed by any agent on behalf of their policyholder with one click of a button, so I am not sure why this new agent was unwilling to comply with such a simple request. My staff member informed our former client the screen shot of the wrong policy sent over was insufficient and would not permit a backdated cancellation. Our former client expressed her frustration and simply requested the policies be cancelled that day, November 23rd. My staff member complied with her request and transmitted the cancellation to State Farm corporate immediately. Our former client asked when she could expect to receive a refund from State Farm. My staff member informed her it was sent from our corporate office, and would take place within 30 days. Upon receipt of this negative feedback from our former client, I called to check on the status of the refund. The refund request was processed on December 5th, and a check was mailed out on December 7th. I am confident my office handled this situation exactly as we should, and it appears a resolution our former client settled on has already been reached. Had her new agent simply sent the forms necessary for a backdated cancellation, this could have been handled to her satisfaction very easily.