Oak Leaf Insurance Brokers Inc

The client mentioned in your recent letter started a policy on 5/1/At that time he may have been given a personal cell number to transfer documents for his convenienceThe personal cell number is not to be used as a point of contactTemporary insurance cards were mailed to the client from
our offceWith those cards was a letter from ouroffice and a business card with our direct offce number listedSince the beginning of thepolicy, the client has been sent in total four declarations pages from the insurancecompany where our direct phone number is clearly listed on eachWe have also had a conversation that took place on the direct office line in regards to his request for a changeto his policy.On 7/31/client sent a text to my personal cell phoneBeing that this is a personal cell phone the text was overlookedIn the text, insured states that he has a 'Question'After not receiving a response to the text, he did not phone to follow up until 8/3/at 7:pm on my personal cell phoneIt appears that he is angry that his regularly scheduled payment on 8/1/was withdrawn and the payment has cleared his bankDuring this conversation he explained that he had texted to see about possibly delaying that paymentHe also stated would like for my office to cover other items that did not clear his bank and any overdraft fees incurred.Please note that the client contacted the company's billing department on November 30thand requested that his monthly payment be moved to a later dateHe was advised by billings that auto debited monthly payments cannot be taken at a later dateHe wasclearly aware that the payments could not be taken at a later dateThe company' s billing department has notes of the conversationEven if I had received a request from the clientto 'stop' his regularly scheduled payment on 7/31/it would not have been suffcient time to notify the company's billing departmentThey require business hours advanced noticePer our phone conversation on 8/3/our client was advised that if he would like to cancel the policy to please forward a signed request to cancelHe stated that he did not want to cancel at the time of that conversation but may in the filture as he was paid up forthe next monthI have advised the client that if he would like to cancel the policy prior to the expiration date he will incur a charge of 10% of any unearned premiumHe expressedthat he would like that to be waived as wellTo date he has not sent any request to cancel.The client has already provided our office with a negative *** review.The client has suggested that we mediate or 'Perhaps the Revdex.com?'I would like to mention that I believe this to be the first letter/complaint received from the Better Business in yearsI feel it is unfortunate that the client has felt it necessary to go to such extreme measures over a situation that our offce could not have prevented given the time restraints of his first contact, and given that he had been previouslyadvised that payments could not be delayed to a future date