Princeton Insurance

Initial Business Response / [redacted] (1000, 5, 2015/08/25) */ In response to the issue raised under your file number Revdex.com CASE#: [redacted] , please consider the following informationAll billing and cancellation notices are delivered directly by the insurance company to the client; our agency does not issue bills or noticesOn June 8th a bill was sent to the client's mortgage company, due on June 24thOn June 23rd, the client called us and requested that the mortgage company be removed from her policy and the billing sent to her insteadWe processed this request at the company website the same daySubsequently, North Star Mutual Insurance processed the change and resent the bill directly out to the client on June 30th, due on July 27th, noting that the policy would be cancelled if payment wasn't madeOn July 28th, not having received any payment from the client, the company sent out a cancellation notice directly to the client Not until August 10th, did the client call to inquire about the status of her policy and at that time we informed her it had been canceled for non-paymentAt her request we immediately contacted North Star Insurance to procure coverage for her again, but when we subsequently emailed the quote out to the client she did not respondWhen we followed up with her a week later, she stated she had procured other coverage Based on the information provided by North Star, there were two notices sent directly to the client via U.Smail, and another sent to her mortgage companyIf the client had responded to any of these notices, the policy would have been kept in force and no cancellation would have taken placeDue to privcy reasons, I have not attached the copies of the billing notices from the company, but if you request it, and client authorizes it, we can forward a print out from the North Star Insurance company billing website showing that all these transactions took place as statedWhile the inconvenience and concern caused by the cancellation is regrettable, the situation could have been avoided if the client had just paid the bill since she received a copy of the renewal policy a month before the renewal date, knew the amount of the premium, and that she didnt want the mortgage company to pay it, or she could have responded to the two notices sent to her home address, or she could have called to inquire earlier than she did about why she received a cancallation notice Sincerely, Erik ***, VP Operations Princeton Agencies Inc Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sadly I can clearly see nothing will change with this company and how they follow up with communication! The U.SMail system should be certified so they know I received these cancellation notices, or follow up by email or even as simple as a call! ! Once again, I generated the phone call to follow up on my insurance! I never received any mail since 6/which stated I would be sent my premium notice, all I can say is it never arrived! A client can't respond when one never received the notice! I also want you to know that I responded to Mary's email the same evening she sent the new quote and she called me Monday and said she didn't get my email reply, I said welcome to my world!!!!! so at that time I told her we had procured more coverage for a lower premium with another company!So it is that I did not respond because I did! We paid our mortgage off therefore no PITI,so that is why I requested them to bill meI thought I was doing the right thing by contacting them!,Enough of the he said she said crap, I feel they are not accepting any responsibility in this case at all and really don't cares out loosing a client after yrs! It is and electronic communication and or a quick follow up phone call would be a simple resolution to notify your client of final notices and would retain clients! Final Business Response / [redacted] (4000, 9, 2015/09/09) */ It should be noted, again, that the late notice and cancellation notice were sent by the insurance company, and not our agency, so that part of the process is totally out of our controlAll billing notices are processed at the company levelI would add that I am unaware of any insurance companies that send late notices or cancellation notices for non-payment via certified mailBecause the USPS has standards in place for returned or unclaimed mail, the insurance companies will, as part of their standard procedures, re-send billing notices or contact the agent if they get undelivered return mailIn this case, the company was not notified that the mail was returned or undeliveredIf the consumer was receiving mail prior to the 23rd as stated, they would have received the renewal policy with premium amount due on approximately June 8thAny information they needed to pay the premium in a timely manner was available to them at that timeIf the consumer has concerns about the certified mail issue, it should be filed under a different case Regarding the follow up, our agency strives to offer the best possible customer service to our clientsWe have procedural guidelines set up that we follow for all customer inquiries and requestsAlthough it does not appear from the information provided that Mary failed to follow the guidelines we have in place, we will review the entire chain of events at our next procedural audit committee meeting to ascertain whether there is a better way to address situations like this in which a client has contacted us and we have made the changes they requested, but due to a lack of delivery by the postal service they do not receive the actual billing sent outWe appreciate any input we receive that can help us improve the service we offer our clients Thank you

Initial Business Response /* (1000, 5, 2015/08/25) */
In response to the issue raised under your file number Revdex.com CASE#: [redacted], please consider the following information. All billing and cancellation notices are delivered directly by the insurance company to the client; our agency does not issue...

bills or notices. On June 8th a bill was sent to the client's mortgage company, due on June 24th. On June 23rd, the client called us and requested that the mortgage company be removed from her policy and the billing sent to her instead. We processed this request at the company website the same day. Subsequently, North Star Mutual Insurance processed the change and resent the bill directly out to the client on June 30th, due on July 27th, noting that the policy would be cancelled if payment wasn't made. On July 28th, not having received any payment from the client, the company sent out a cancellation notice directly to the client.
Not until August 10th, did the client call to inquire about the status of her policy and at that time we informed her it had been canceled for non-payment. At her request we immediately contacted North Star Insurance to procure coverage for her again, but when we subsequently emailed the quote out to the client she did not respond. When we followed up with her a week later, she stated she had procured other coverage.
Based on the information provided by North Star, there were two notices sent directly to the client via U.S. mail, and another sent to her mortgage company. If the client had responded to any of these notices, the policy would have been kept in force and no cancellation would have taken place. Due to privcy reasons, I have not attached the copies of the billing notices from the company, but if you request it, and client authorizes it, we can forward a print out from the North Star Insurance company billing website showing that all these transactions took place as stated. While the inconvenience and concern caused by the cancellation is regrettable, the situation could have been avoided if the client had just paid the bill since she received a copy of the renewal policy a month before the renewal date, knew the amount of the premium, and that she didnt want the mortgage company to pay it, or she could have responded to the two notices sent to her home address, or she could have called to inquire earlier than she did about why she received a cancallation notice.
Sincerely,
Erik [redacted], VP Operations
Princeton Agencies Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sadly I can clearly see nothing will change with this company and how they follow up with communication! The U.S. Mail system should be certified so they know I received these cancellation notices, or follow up by email or even as simple as a call! ! Once again, I generated the phone call to follow up on my insurance! I never received any mail since 6/23 which stated I would be sent my premium notice, all I can say is it never arrived! A client can't respond when one never received the notice! I also want you to know that I responded to Mary's email the same evening she sent the new quote and she called me Monday and said she didn't get my email reply, I said welcome to my world!!!!! so at that time I told her we had procured more coverage for a lower premium with another company!So it is false that I did not respond because I did! We paid our mortgage off therefore no PITI,so that is why I requested them to bill me. I thought I was doing the right thing by contacting them!,Enough of the he said she said crap, I feel they are not accepting any responsibility in this case at all and really don't cares out loosing a client after 10 yrs! It is 2015 and electronic communication and or a quick follow up phone call would be a simple resolution to notify your client of final notices and would retain clients!
Final Business Response /* (4000, 9, 2015/09/09) */
It should be noted, again, that the late notice and cancellation notice were sent by the insurance company, and not our agency, so that part of the process is totally out of our control. All billing notices are processed at the company level. I would add that I am unaware of any insurance companies that send late notices or cancellation notices for non-payment via certified mail. Because the USPS has standards in place for returned or unclaimed mail, the insurance companies will, as part of their standard procedures, re-send billing notices or contact the agent if they get undelivered return mail. In this case, the company was not notified that the mail was returned or undelivered. If the consumer was receiving mail prior to the 23rd as stated, they would have received the renewal policy with premium amount due on approximately June 8th. Any information they needed to pay the premium in a timely manner was available to them at that time. If the consumer has concerns about the certified mail issue, it should be filed under a different case.
Regarding the follow up, our agency strives to offer the best possible customer service to our clients. We have procedural guidelines set up that we follow for all customer inquiries and requests. Although it does not appear from the information provided that Mary failed to follow the guidelines we have in place, we will review the entire chain of events at our next procedural audit committee meeting to ascertain whether there is a better way to address situations like this in which a client has contacted us and we have made the changes they requested, but due to a lack of delivery by the postal service they do not receive the actual billing sent out. We appreciate any input we receive that can help us improve the service we offer our clients.
Thank you.