State Farm Insurance- Dave Schneider Agency

Ms [redacted] received a quote for her auto and renters insurance from our office for which she agreed she would begin coverage and provided her payment information for her first month's premiumWhen Ms [redacted] provided her payment, the insurance was set up for her with the effective date of 08/19/as requestedWhen Ms [redacted] called our office requesting her insurance coverage for both her auto and renters insurance to be cancelled on 8/19/16, it was quickly acted on for her (we would never ignore a request, especially knowing what the process may entail as you will read below)At that time we submitted our cancellation request to State Farm Corporate to refund her premium, a flat cancel, no premium would be charged and a full refund offeredFollowing is the full detailed account of Ms***'s conversations with our office service manager with whom Ms [redacted] was working in regard to her refund:I spoke with Ms***s several times while she was waiting for her refund to be sent out to herThe first time I spoke with her was on August 19thThis is the date I submitted the cancellation of her auto and renters insurance policies to underwritingAt this time I informed her it would be about 10-business days to process the refund and she would receive a check in the mailShe called in on August 23rd about the status of the refundAt this point the renters insurance was cancelled, but the auto insurance was not I again told her the same thing, that it was processing from our underwriting departmentOn September 8th, Ms*** called in about her refund againAt this point the request was still not processed from underwriting and I called the Personal Lines Contact Center to find out what the holdup wasI was told that everything is worked in date order and it would be processed that way and the request was received but not processed by the underwriter yetI then requested that a supervisor give me a call about the cancellationTwo days later I still had not received a call from an underwriting supervisor so I called the Personal Lines Contact Center back again and was told the same thing, that the request was received and not processedAt this time I again requested to speak with a supervisor and was transferred to a specialist who informed me the underwriter was processing it that day and it should be completed by Tuesday the next weekOn Tuesday, September 13th the request was processed from underwriting and was sent over to the billing department so they could send the refundOn the 14th the refund check was finally sent out to Ms***As of today, the issue has been resolved with Ms [redacted] since the refund check was sent back to her, but the delay in almost a month before the check was mailed upset Ms***When I personally followed up with a supervisor in the auto underwriting corporate department this is the response I received: I took a look at this one, when we get the flat cancel requests, this is one of those cases that has to go to the Complex teamWe received it the day after it was submitted by your office, but it sat in the Complex queue for three weeks before it was processedUnfortunately, they are so understaffed and they are really that far behind in their workWe have started the up skilling process with some select USAs (Underwriter Service Assistants) to try and get their assistance for this team, so hopefully help is on the way Thank you for sending me this, please feel free to reach out anytime with any other cases you see_______________We are an office of five individuals serving our local community and we have always done and will continue to do what is right by our customerAs you can see however, despite our earnest response to our customers, the timeliness of some requests that involve individuals outside of our control can cause a delay as was the case with Ms***We do everything we can for our customers and I apologize for any grief this instance has caused Ms*** I thank you for the opportunity to respond via this forumDavid S [redacted]

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me As for Mr S*** I had emailed him days before the policy was to start and asked him to cancel the requestThen when it was processed I was advised the refund would be up to daysnot 10-Stringing me along while I struggle to take care of my children and finances is no way to run a businessIt certainly isn't the personal touch of "five people in a small office"
Regards,
*** ***

Ms. [redacted] received a quote for her auto and renters insurance from our office for which she agreed she would begin coverage and provided her payment information for her first month's premium. When Ms. [redacted] provided her payment, the insurance was set up for her with the effective date of...

08/19/2016 as requested. When Ms. [redacted] called our office requesting her insurance coverage for both her auto and renters insurance to be cancelled on 8/19/16, it was quickly acted on for her (we would never ignore a request, especially knowing what the process may entail as you will read below). At that time we submitted our cancellation request to State Farm Corporate to refund her premium, a flat cancel, no premium would be charged and a full refund offered. Following is the full detailed account of Ms. [redacted]'s conversations with our office service manager with whom Ms. [redacted] was working in regard to her refund:I spoke with Ms. [redacted]s several times while she was waiting for her refund to be sent out to her. The first time I spoke with her was on August 19th. This is the date I submitted the cancellation of her auto and renters insurance policies to underwriting. At this time I informed her it would be about 10-14 business days to process the refund and she would receive a check in the mail. She called in on August 23rd about the status of the refund. At this point the renters insurance was cancelled, but the auto insurance was not.  I again told her the same thing, that it was processing from our underwriting department. On September 8th, Ms. [redacted] called in about her refund again. At this point the request was still not processed from underwriting and I called the Personal Lines Contact Center to find out what the holdup was. I was told that everything is worked in date order and it would be processed that way and the request was received but not processed by the underwriter yet. I then requested that a supervisor give me a call about the cancellation. Two days later I still had not received a call from an underwriting supervisor so I called the Personal Lines Contact Center back again and was told the same thing, that the request was received and not processed. At this time I again requested to speak with a supervisor and was transferred to a specialist who informed me the underwriter was processing it that day and it should be completed by Tuesday the next week. On Tuesday, September 13th the request was processed from underwriting and was sent over to the billing department so they could send the refund. On the 14th the refund check was finally sent out to Ms. [redacted].
As of today, the issue has been resolved with Ms. [redacted] since the refund check was sent back to her, but the delay in almost a month before the check was mailed upset Ms. [redacted].
 
When I personally followed up with a supervisor in the auto underwriting corporate department this is the response I received: 
I took a look at this one, when we get the flat cancel requests, this is one of those cases that has to go to the Complex team. We received it the day after it was submitted by your office, but it sat in the Complex queue for three weeks before it was processed. Unfortunately, they are so understaffed and they are really that far behind in their work. We have started the up skilling process with some select USAs (Underwriter Service Assistants) to try and get their assistance for this team, so hopefully help is on the way.
 
Thank you for sending me this, please feel free to reach out anytime with any other cases you see.
_______________
We are an office of five individuals serving our local community and we have always done and will continue to do what is right by our customer. As you can see however, despite our earnest response to our customers, the timeliness of some requests that involve individuals outside of our control can cause a delay as was the case with Ms. [redacted]. We do everything we can for our customers and I apologize for any grief this instance has caused Ms. [redacted].
 
I thank you for the opportunity to respond via this forum.
 
David S[redacted]

Ms. [redacted] received a quote for her auto and renters insurance from our office for which she agreed she would begin coverage and provided her payment information for her first month's premium. When Ms. [redacted] provided her payment, the insurance was set up for her with the effective date of...

08/19/2016 as requested. When Ms. [redacted] called our office requesting her insurance coverage for both her auto and renters insurance to be cancelled on 8/19/16, it was quickly acted on for her (we would never ignore a request, especially knowing what the process may entail as you will read below). At that time we submitted our cancellation request to State Farm Corporate to refund her premium, a flat cancel, no premium would be charged and a full refund offered. Following is the full detailed account of Ms. [redacted]'s conversations with our office service manager with whom Ms. [redacted] was working in regard to her refund:I spoke with Ms. [redacted]s several times while she was waiting for her refund to be sent out to her. The first time I spoke with her was on August 19th. This is the date I submitted the cancellation of her auto and renters insurance policies to underwriting. At this time I informed her it would be about 10-14 business days to process the refund and she would receive a check in the mail. She called in on August 23rd about the status of the refund. At this point the renters insurance was cancelled, but the auto insurance was not.  I again told her the same thing, that it was processing from our underwriting department. On September 8th, Ms. [redacted] called in about her refund again. At this point the request was still not processed from underwriting and I called the Personal Lines Contact Center to find out what the holdup was. I was told that everything is worked in date order and it would be processed that way and the request was received but not processed by the underwriter yet. I then requested that a supervisor give me a call about the cancellation. Two days later I still had not received a call from an underwriting supervisor so I called the Personal Lines Contact Center back again and was told the same thing, that the request was received and not processed. At this time I again requested to speak with a supervisor and was transferred to a specialist who informed me the underwriter was processing it that day and it should be completed by Tuesday the next week. On Tuesday, September 13th the request was processed from underwriting and was sent over to the billing department so they could send the refund. On the 14th the refund check was finally sent out to Ms. [redacted]. As of today, the issue has been resolved with Ms. [redacted] since the refund check was sent back to her, but the delay in almost a month before the check was mailed upset Ms. [redacted]. When I personally followed up with a supervisor in the auto underwriting corporate department this is the response I received:  I took a look at this one, when we get the flat cancel requests, this is one of those cases that has to go to the Complex team. We received it the day after it was submitted by your office, but it sat in the Complex queue for three weeks before it was processed. Unfortunately, they are so understaffed and they are really that far behind in their work. We have started the up skilling process with some select USAs (Underwriter Service Assistants) to try and get their assistance for this team, so hopefully help is on the way.  Thank you for sending me this, please feel free to reach out anytime with any other cases you see. _______________We are an office of five individuals serving our local community and we have always done and will continue to do what is right by our customer. As you can see however, despite our earnest response to our customers, the timeliness of some requests that involve individuals outside of our control can cause a delay as was the case with Ms. [redacted]. We do everything we can for our customers and I apologize for any grief this instance has caused Ms. [redacted].  I thank you for the opportunity to respond via this forum. David S[redacted]

Review: I was asked to sign up with their plan, I agreed and signed up for payment and plan to start 8/19/16. I messaged David on 8/15/16 and advised them that I was staying with my plan and to cancel the request for the policy. they ignored my request. I called and they told me they will just issue me a refund. They said it would an electronic refund. I waited a week, called on a Monday and they said it will be a paper check being sent to mid week . Waited another week and received the same response. I call, I email. I still have no refund and no reason for why they took my money when I specifically told them not to.Desired Settlement: I am a single mother, Veteran and currently in Remission from Cancer. I struggle more than you can imagine and that money was for food for my children, gas in my car and a means to live. They have caused me more pain and struggling because of this.

Business

Response:

Ms. [redacted] received a quote for her auto and renters insurance from our office for which she agreed she would begin coverage and provided her payment information for her first month's premium. When Ms. [redacted] provided her payment, the insurance was set up for her with the effective date of 08/19/2016 as requested. When Ms. [redacted] called our office requesting her insurance coverage for both her auto and renters insurance to be cancelled on 8/19/16, it was quickly acted on for her (we would never ignore a request, especially knowing what the process may entail as you will read below). At that time we submitted our cancellation request to State Farm Corporate to refund her premium, a flat cancel, no premium would be charged and a full refund offered. Following is the full detailed account of Ms. [redacted]'s conversations with our office service manager with whom Ms. [redacted] was working in regard to her refund:I spoke with Ms. [redacted]s several times while she was waiting for her refund to be sent out to her. The first time I spoke with her was on August 19th. This is the date I submitted the cancellation of her auto and renters insurance policies to underwriting. At this time I informed her it would be about 10-14 business days to process the refund and she would receive a check in the mail. She called in on August 23rd about the status of the refund. At this point the renters insurance was cancelled, but the auto insurance was not. I again told her the same thing, that it was processing from our underwriting department. On September 8th, Ms. [redacted] called in about her refund again. At this point the request was still not processed from underwriting and I called the Personal Lines Contact Center to find out what the holdup was. I was told that everything is worked in date order and it would be processed that way and the request was received but not processed by the underwriter yet. I then requested that a supervisor give me a call about the cancellation. Two days later I still had not received a call from an underwriting supervisor so I called the Personal Lines Contact Center back again and was told the same thing, that the request was received and not processed. At this time I again requested to speak with a supervisor and was transferred to a specialist who informed me the underwriter was processing it that day and it should be completed by Tuesday the next week. On Tuesday, September 13th the request was processed from underwriting and was sent over to the billing department so they could send the refund. On the 14th the refund check was finally sent out to Ms. [redacted]. As of today, the issue has been resolved with Ms. [redacted] since the refund check was sent back to her, but the delay in almost a month before the check was mailed upset Ms. [redacted]. When I personally followed up with a supervisor in the auto underwriting corporate department this is the response I received: I took a look at this one, when we get the flat cancel requests, this is one of those cases that has to go to the Complex team. We received it the day after it was submitted by your office, but it sat in the Complex queue for three weeks before it was processed. Unfortunately, they are so understaffed and they are really that far behind in their work. We have started the up skilling process with some select USAs (Underwriter Service Assistants) to try and get their assistance for this team, so hopefully help is on the way. Thank you for sending me this, please feel free to reach out anytime with any other cases you see. _______________We are an office of five individuals serving our local community and we have always done and will continue to do what is right by our customer. As you can see however, despite our earnest response to our customers, the timeliness of some requests that involve individuals outside of our control can cause a delay as was the case with Ms. [redacted]. We do everything we can for our customers and I apologize for any grief this instance has caused Ms. [redacted]. I thank you for the opportunity to respond via this forum. David S[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. As for Mr S[redacted] I had emailed him 4 days before the policy was to start and asked him to cancel the request. Then when it was processed I was advised the refund would be up to 5 days. not 10-14. Stringing me along while I struggle to take care of my children and finances is no way to run a business. It certainly isn't the personal touch of "five people in a small office".

Regards,