Midwest Insurance Network

I had home owners insurance with my ex husband on our rental house with SBS Insurance Group. Our original point of contact was [redacted] They were informed right away of my marital status change and address change when I got divorced in October 2013. They did not change either pieces of my information. I was awarded the house in our divorce and tried to switch coverage to just my name in June 2014. They sold me a new policy for $640 and did not cancel my old policy. They have not refunded my money. Basically, I have had two coverages between June-current (October). The agents haven't communicated with each other very effectively [redacted] and [redacted]) because each one keeps blaming the other for the issues. Also very ineffective at calling me back.Product_Or_Service: Homeowners Insurance on Rental PropertyDesired SettlementThey owe me at least $200. I would also like to take my business elsewhere, but I am worried that if I cancel my coverage now, that I will also not see that refund. I think I'm stuck with them until my next renewal. They won't be getting any more of my business. Business Response The insured contacted SBS Insurance Group who sold her the current policy through [redacted] Insurance in June. Her old [redacted] policy is through [redacted] Insurance Partners. I have obtained the [redacted] policy dec page showing this. Since I have no affiliation with that agency I am not authorized to make such changes and definitely have no authorization to cancel the policy. The insured signed an Acord Cancellation on 10/01/2014 which is the only way I have to cancel her old policy for her. The insured also opened this case on the same exact day she signed the cancellation which gives me zero time to fix anything. I have a letter from the [redacted] Agency producer dated 10/01/14 showing it was cancelled back to 08/03/14 which is the max she was apparently allowed to go. She informed me of this earlier today and I have since called [redacted] directly and faxed them all of the documentation to get it cancelled back to 06/25/2014. [redacted], not SBS Insurance Group, then will refund her whatever they calculate is owed back to 06/25/2014. I always answer calls and emails and get things handled when the business is with my agency. I apologize for any inconvenience the insured may have went through but there was no way for me to handle the cancellation of her old policy placed through another agency until I had received the cancellation form signed by her on 10/01/2014. Since then I believe I have done everything in a very timely manner to resolve this issue for her. The insured may keep her policy with us through [redacted] and continue to get excellent customer service or cancel it and go elsewhere. It has no effect over her refund. That is all handled by [redacted] Insurance Partners and [redacted]. However [redacted] will definitely issue the refund back to 06/25/2014 since we have finally received the proper documentation and forwarded it on to them. I have all of the documentation needed to prove my story if necessary and feel it would be in poor judgment by all to negatively impact the reputation of a small business that isn't even the agency of the policy the insured is complaining about.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)[redacted] used to be affiliated with [redacted] Insurance Partners. However, I only ever visited with [redacted] in his office on Woodville Rd. From what I understand from calling the [redacted] corporate office, I have always been [redacted]'s client, both at [redacted] Insurance Partners and SBS Insurance Group. Per my phone conversation with [redacted] corporate office today, there are two names/addresses listed for [redacted] Insurance Partners- both the one listed on the original declarations page and also SBS Insurance Group. I also called [redacted] Insurance Partners and they said that [redacted] would have taken me with him as a client when he left there. I was always his client be it at [redacted] Insurance Partners or SBS Insurance Group. The bottom line is that I have only ever worked with [redacted] and [redacted] and they have been my only points of contact and both had the authority, as proven by him sending me the cancellation paperwork, to help me cancel my policy for me with [redacted] Insurance Partners. When I called to get the new policy on June 23-25, 2014, [redacted] and [redacted] were aware that I had a current policy with them. I wouldn't have just called them out of the blue. [redacted] assured me that I would be getting a refund for my old policy. When I received the "renewal" on September 12, I called the 1-866 number on the renewal right away. They connected me to my "independent agent," which was [redacted]'s office (not [redacted] Insurance Partners). [redacted] was too busy to take my phone call and instead referred me to [redacted]. I talked to and texted [redacted] on Friday, September 12, 2014, and asked for his help. He didn't follow up with me on the same day. I called again on Monday, September 15, 2014. He said he hadn't forgotten about me but hadn't taken care of it yet. I called again on Tuesday, September 23, 2014. [redacted] said he was out of town and that [redacted] would be taking care of it. I received no further correspondence. I got back from my best friend's wedding in [redacted] on September 27, and followed up with [redacted] on Wednesday, October 1, 2014. He answered the phone and I explained my situation and he said that he couldn't help me because he was on lunch. Then he proceeded to hang up on me without saying good-bye or telling me when I would hear from him again. After he hung up on me, I filed the Revdex.com complaint. Then, at 12:30, I received the cancellation paperwork that should have been sent to me a long time ago. I have the phone records and would be more than glad to show them to [redacted] if he would like them. I didn't give him one day - he had 19 days - almost three weeks. I am not trying to be unreasonable. I called the [redacted] corporate number today and explained the situation to a lovely lady in their customer service department. I forwarded onto her my new policy declarations page and she said that they will be processing a refund for me. Until the time that I have the money in my hand, I do not consider this matter closed.