Stonewood Insurance Services, Inc.

In order to protect the insured's, Mr*** privacy, we will not post the documents here, but will be happy to mail the application page and the declaration page in which the fees (including the cancellation fee) are disclosed. We would also suggest that if the broker provided the insured with information, that he direct his concerns with this broker. The documents will go out in tomorrow's mail

*** *** *** (*** ***) This policy was originally written with us on 5/22/under the name of *** ***. *** *** (complainant) is listed as a covered driver under this policy. During the second term, a payment was made through our online system on
1/12/17. On 1/17/the payment was returned to us unpaid due to an invalid routing number. The routing number displayed all zeros as being entered. Our notes indicate that Ms*** contacted our office multiple times and was advised of this information to which she denied entering the incorrect routing number. The matter was escalated to a supervisor who conducted a further review with our accounting department and our IT department, with the same results. The supervisor relayed this information to Ms*** by responding to an email sent by her. In her complaint, Ms*** raises the valid and accurate point in that she has always used the same account information when making payments and entering all zeros is not a logical error that she would make. In our re-evaluation of this matter, we have reached out beyond our own internal systems to one that handles the backup for our payment system. They have performed an analysis of the transaction. In reviewing the saved information, they saw that the payment was actually batched with no routing or account information, meaning it was blank. This was definitely not Ms***’s error but rather a system malfunction (bug). This was a situation that we have not encountered before. Now that we are aware, steps are being taken to seek out and correct the cause. Of course, the $Returned Item Fee will be credited back to the policy account. A ticket has been submitted to the accounting department for processing. Finally, we would like to sincerely apologize to Ms*** for all the time and inconvenience she has experienced relating to this matter

Our records show that you purchased this insurance policy through an on line process with your broker known as ** ***. This means that you had direct access to the policy documents at the point of sale. Regarding question #1, asking if all household members over the age of years had been disclosed, you selected the “yes” answer on 8/31/12:39p.m. The applicant’s certification was accepted by you on 8/31/12:p.m. This information was transmitted to our system by your broker and a policy was issued. We mailed policy documents out to you the next day on 9/01/17, including a declaration page and a description of the policy terms and conditions. Unfortunately, there is no new information to present to the carrier to reverse their decision to rescind the policy. You may contact your *** broker directly regarding questions you have about the initial transaction of the policy

GSPOn 9/03/15, an auto insurance policy was initiated on behalf of this insured, *** ***, effective 9/03/by her broker. This was for two vehicles, a Ford Escape and a Honda Civic. On 9/18/15, we received a call from the insured stating that she had returned
the Honda to the dealership and that she had coverage elsewhere for the Ford Escape. She was advised to submit a signed cancellation request and that a $cancellation fee would apply. She was further advised that in order to backdate the cancellation we would require proof of the day the Honda was returned and proof of other coverage for the Ford. She understood and said that she would provide the information. After multiple phone calls and emails with the insured and her broker, we were finally provided with the sufficient documents on 10/9/15. Since the insured provided proof of other coverage for the Honda, this vehicle was deleted from the policy back to the inception date of 9/03/15. We also received written confirmation from the dealership that the Honda Civic was returned, however because the insured took possession of the vehicle for a period of time and coverage was extended for that time, she was charged from 9/03/to 9/05/12:a.m. Any deductions from her daughter’s account would have been made by her broker. We only received the initial down payment with the application for insurance. We issued a refund to her on 10/29/15. California guidelines allow us days from the date the cancellation is processed to issue a refund. In conclusion, we issued a policy for the insured as requested. Although she later discovered that the vehicle was not what she expected, we did in fact provide coverage for the time she had possession of the vehicle. In the event of a claim during this time, coverage would have applied. Voiding the policy as she had originally requested was not an option. The delay in processing the cancellation and issuing our refund was due to the length of time it took to receive the proper documents. California guidelines allow us days from the date the cancellation is processed to issue a refund. We apologize for any inconvenience the insured has experienced and hope that we have satisfactorily explained our position in this matter

GSP
Stonewood Insurance is the general managing agency for the carrier of this policySince claims are handled directly by the carrier, we have reached out to the claims department for detailed information regarding the claim in questionFollowing is the timeline of events; the loss was
reported on Sunday 11/08/A claims rep contacted the insured, *** *** on 11/09/to secure a statement from her and discuss coveragesThe claims rep then assigned a Field Claims rep to inspect the insured vehicleOn 11/10/photos of the vehicle were received from the insuredFrom these, questions arose regarding the damages, as they did not appear to be consistent with the facts of the loss that was reportedContact was made with the insured on 11/11/to follow up and inquire as to whether there may have been a different scenario that would be more consistent than the events that were initially reportedThe insured’s statement of loss remained unchangedTherefore, on 11/11/the photos and estimate of damage were sent to an Accident Reconstructionist to confirm the insured’s version of events, that the vehicle was hit while parkedOn 11/17/the claims department received a call from the insured to follow up on the status of the investigationAt this time the report was still pendingOn 11/20/a message was left advising her again, of a pending statusThe completed report was received on 11/21/and it was determined that the Accident Reconstructionist was unable to rule out that damages occurred other than the way the insured had statedThe file was then transferred to the Total Loss Unit on 11/21/and a total loss offer was made to the insured on 11/23/This offer was accepted and the insured agreed to retain the salvage titleA check was issued to her on 11/24/and the file was closedThis claim was settled within days, which seems reasonable considering the duty of the claims department to thoroughly investigate all claims

We received an application submission for auto insurance on 8/31/from the broker, *** *** ***, on behalf of the insured, *** ***. On 9/11/we were advised that a loss had occurred. Claims are handled directly by the carrier, in this case *** ***
***. On 9/14/we received notification from the carrier that the decision to rescind the policy had been determined due to Material Misrepresentation. Unfortunately, the claim was denied, the policy was cancelled back to the inception date of 8/31/17, notification was sent and all funds received by us were refunded to the insured. Per the carrier, the misrepresentation was discovered during the investigation of the claim, when revealed that there was a household member, *** ***, who had not been disclosed at inception. The policy application specifically asks, “Have you disclosed all household members years and older” to which the “yes” box was checked. Further, the insured signed the Applicants Certification agreeing to the following: I agree all answers to all questions in this Application are true and correctI understand, recognize, and agree said answers are given and made for the purpose of inducing the Company to issue the policy for which I have appliedI further agree that ALL persons of eligible driving age or permit age who live with me, as well as ALL operators who regularly operate my vehicles and do not reside in my household, are shown aboveI agree that my principal residence and place of vehicle garaging is correctly shown above and is in the state for which I am applying for insurance at least months each yearI understand the Company may rescind this policy if said answers on this Application are or misleading, and materially affect the risk the Company assumes by issuing the policy Had household member, *** *** been disclosed at the point of sale, he would have been added or excluded on the policy and a material misrepresentation would not have occurred

*** This policy was initiated for the insured, *** ***, on 8/30/for an annual term. During the period of 12/30/to 1/07/there was a lapse in coverage due to non-payment of premium. Notification of cancellation was electronically transmitted to the DMV by
the insurance carrier. Once the policy was reinstated, notification of this was also transmitted to the DMV. On 5/05/Mr*** contacted our office to advise that the DMV stated they had not received proof of insurance. In order to rectify this matter, multiple attempts have been made to provide the DMV with proof of insurance on behalf of Mr***. On 5/31/our Customer Service Supervisor was able to speak to a DMV representative by the name of ***. *** confirmed that a file had been received the previous week, dated back to 1/07/verifying insurance coverage for Mr***’s vehicle. When asked if the registration tags had been claimed or if they were able to mail them to Mr***, *** stated that he would have to call her himself, at ***. Our supervisor then immediately called out to Mr*** and left a voice mail message letting him know that the DMV confirmed proof of coverage was on file and left the number he should call in order to obtain his registration tags. We apologize for the inconvenience this matter has caused Mr***. If we can be of further assistance, please let us know

Following is a complete narration from our claims department in the handling of this claim: The claim was reported by the insured, *** *** on 12/13/and was assigned to adjuster *** *** for handling. A letter was sent to the insured acknowledging the claim and a copy of the
policy declarations page was enclosed showing the coverage available. The adjuster called the insured at *** and received a message that the person you are calling is not accepting calls at this time. The adjuster sent a letter to the insured requesting he contact us. The adjuster also called the at-fault driver, *** *** and left a message requesting he call to confirm the loss facts and to obtain his insurance information, a letter was also sent to Mr*** on this date. When the insured reported the loss he advised us that the driver of his vehicle was Woor Thoat, who is not a listed driver on the policy, no phone number was provided and a letter was sent to Woor Thoat requesting she call the adjuster. The next day on 12/14/16, the adjuster called the insured again and received the same message, and the adjuster sent an email to the insured asking that he call her. On 12/15/16, the adjuster called the insured again and received the same message that he was not accepting calls at this time, and she sent a letter to the insured asking him to call her. On Wednesday, 12/21/the insured sent an email to the adjuster stating he has not heard anything about his case yet and wanting to know why his claim was taking so long On 12/22/16, the insured, *** *** called and spoke with the adjuster *** ***. The insured put Woor Thoat on the phone and she stated she was rear ended and pushed into the car ahead. The adjuster explained to the insured that he does not carry Collision coverage on his vehicle and we would not be able to assist him with getting his vehicle moved from the tow yard, he would need to file a claim with Mr*** insurance company to pursue a claim for his damage through them. The insured agreed to send a copy of the police report to the adjuster with the claimant carriers information and the adjuster agreed to call the claimant’s carrier to assist the insured with filing his claim. On Friday, 12/23/16, an email response was sent to the insured with a copy of his Declarations page again advising him he does not carry Collision coverage and we are unable to assist with the repairs to his vehicle, and providing the information for the claimant, *** *** insurance company, Liberty Mutual Insurance, Claim #***, adjuster *** ***, phone ***, and asking the insured to contact *** at Liberty Mutual to arrange for the repairs to his vehicle. Our office was closed for the Christmas Holiday on 12/26/ The insured called again on 12/27/16, and the adjuster advised him that we had not received the police report. Insured sent the report. The adjuster sent an email to the insured confirming receipt of the report and advised the insured that she did speak with the adjuster at Liberty Mutual and the adjuster said she is waiting for a statement from their insured driver to complete their investigation She explained to the insured that he should contact the adjuster at Liberty Mutual, and that once their investigation is complete and if they have accepted responsibility they would be the ones to assist him with his vehicle repairs. On 1/24/17, the adjuster received a call from *** at Liberty Mutual stating she had sent our insured, Mr***, multiple letters advising him that he has a duty to mitigate his damages and that he needed to move his vehicle from the tow yard. *** confirmed that Liberty Mutual had accepted liability, however, the insured had not moved his vehicle and therefore, he would be responsible for the days of storage charges. Both the adjuster at NGIC and Liberty Mutual told Mr*** that he had a duty to mitigate his damages, and that he needed to move the vehicle from the tow yard to avoid additional storage charges. Since he had no collision coverage, NGIC was not able to assist him further, he needed to pursue his claim with Liberty Mutual directly. The insured failed to move his vehicle, and failed to respond to Liberty Mutual’s calls and letters. Since the insured did not carry collision coverage, NGIC could not pursue his claim for him or assist him getting the vehicle moved. Liberty Mutual owes for reasonable storage charges. Mr*** failed to mitigate his damages as he was advised he needed to do, and therefore, he would owe for any unreasonable storage charges and will need to resolve that issue directly with Liberty Mutual. Should you have any questions, or wish to discuss this matter further, please don’t hesitate to call me. Thank you. *** ***Claims SupervisorNevada General Insurance*** ext***Fax: ***Email: ***@NVGeneral.com

I am rejecting this response because:I do not agree with the actions you are takingNo one told me about these hidden charges except for the cancellation fee which makes sense and I am on withYou employed this company to represent your business and they were incompetent in providing me adequate information for making a sound decisionThis is corporate robbery due to the employment of negligent employeesI would like the rest of my money refundedI am fine with paying the cancellation fee but I want the rest of my money refunded

I am rejecting this response because: I paid the $quoting by the broker for the first months and was not informed of any other charges nor did I agree to themThat money went to freeway insurance(which shows as one of your companies) and they were responsible for delivering it to youI will exploring my legal options to fight this and receiving damages, as well as contacting the California board of insurance. You harass me, I harass you

***
First, I would like to apologize on behalf of Stonewood Insurance for any rudeness or mistreatment the insured, Raphael Alli may have experienced while communicating with our Customer Service departmentThis would not be considered behavior, as our staff are trained to
provide quality service to each of our customersThis matter has been addressed with the appropriate parties
An auto insurance policy was initiated by the broker on behalf of the insured, effective 11/16/for a Mercedes Benz and a Honda Pilot, with two driversAn application was completed at point of sale between the broker and the insuredOur application discloses all applicable fees pertaining to the policyThe insured acknowledges and accepts these by signing the application, as in this caseOnce the policy is uploaded to our system, documents are generated, printed and given to the insured, including the declaration page and billing schedule, both disclose the fees
During the underwriting process of the policy, it was discovered that there was an undisclosed at fault accident for the insured on 9/13/This caused an uprate to the policyA declaration page with the new premium amount and a memo of explanation were mailed to the insured on 11/19/
On 12/01/the insured contacted our office and was given a complete accounting breakdownHe expressed that he was upset and stated that the broker did not tell him about the feesWe cannot speak on behalf of the broker, but can confirm that all our fees are fully disclosed in writing
In order to give ample notification, the first monthly billing installment was issued on 11/20/15, but not due until 12/04/The payment was not received by this date, therefore on 12/07/a Notice of Cancellation was issued, giving until 12/17/12:a.mto receive the payment
On 12/15/15, we received an email from the insured in which he stated that he had cancelled the policy during his previous conversation with our representative and had a new insuranceWe emailed him back to advise that in order to cancel the policy, we would need his written and signed request to do soWe also offered the option of having him take a photo of a written and signed cancellation request and email it to usWe received the signed request and let the insured know that it would be processed and could take up to days for processing, but the date of request would be honored
Accounting Breakdown:
$ Earned premium for the period of 1/16/to 12/15/
$ Cancellation fee
$ Fraud fee
$ NSF Membership dues (roadside)
$ Installment fee
$ Cancellation fee
$ Total due
-($ 153.75) Total received by us
$ Balance due
In conclusion; the insured is being charged for days of coverage not two weeks, plus feesThe policy increased due to an undisclosed accident which caused an increase to the monthly paymentsHe definitely has the right to cancel the policy whenever he chooses, however we require that it be in writingHe has not been charged for days of processing timeIf he has proof of other “like” insurance, prior to the cancellation date of our policy, 12/17/15, we would be more than happy to review it for possible backdating of the cancellation which could lower the balanceUnfortunately, we cannot write off the bill and the balance will remain “due” until paid
Tell us why here

As a courtesy, we ran a current registration for the 2005 Jeep Grand Cherokee and it shows that the insured is no longer the owner.  Therefore, we have removed it from the policy back to 2/07/17, one day after it was termed as a wreckage, per the registration.  The account for policy #[redacted] has been credited and the new balance is a credit of $43.26.  A refund for this amount should go out to the insured within 20 days.

This policy was originally written on 12/13/13 through an online process.  One of the questions asked on the application/contract is, “are all residents of your household 14 years and older, all regular drivers of the vehicles, and all names currently showing on the registration of any listed vehicle either added to the policy or excluded from coverage?”  The insured, Mr. [redacted] answered “yes” to this question as indicated on the application/contract, by the date and time stamp of 12/13/14  4:10:30 PM PST.  In addition to this, the Applicant’s Certification section of the application/contract states, “I understand that I have a continuing duty to notify the company of any changes of:  (3) members of my household of eligible driving age or permit age…”  Mr. [redacted] agreed to these terms by clicking“Accept” as indicated on the application/contract on 12/13/14  4:10:01 PM PST.  In October, during the course of a claims investigation for this policy, it was discovered that there was an undisclosed member of the household, a roommate who had been residing with the insured for one year.  Once the claims department notified us of this, we proceeded to take Underwriting action by issuing a Notice of Cancellation requiring the insured to either add or exclude this resident from the policy.  The notice was mailed out on\ 11/14/14, giving the insured the required 20 days to provide the necessary information.  On 12/01/14, we did in fact receive a call from the insured advising that he would be mailing the require  information that day.  This was noted in our system, pending the receipt of the information.  The postmark of the received information was 12/03/14, one day before the cancellation was to take effect on 12/04/14 12:01 AM.  Unfortunately, during the processing time, a cancellation generated.  Once the received information was processed, honoring the postmark date, a reinstatement was issued the same date and time of the cancellation, 12/04/14 12:01 AM, rendering no lapse in coverage.  Mr. [redacted] did not comply with the terms of the contract by failing to disclose all household members.  We respectfully invite him to refer to the terms and conditions of the policy in which he agreed to and accepted.     In regards to the claim, we have been advised by the claims department that currently they are waiting for Mr. [redacted] to advise them of where he will be taking his vehicle for repairs.  Once this is determined, a claims payout will be made to that repair shop.

As the General Managing agent for the insurance carrier on this policy, we do not handle the claims out of this office, however I have inquired about the findings of the claim in question, #[redacted] from the carrier's claims department.  As a result of their investigation of this...

claim, they have advised the following:   'This claim was denied for material misrepresentation of the facts of loss. A denial was mailed to the insured on 5/20/16.  We did secure an expert to review the damage photos. The expert concluded that the insured vehicle was in motion at the time of the loss, not parked and unoccupied when hit as reported by the insured.'The final determination of coverage lies with the carrier and it appears that they have made their decision in this matter to not cover this claim.  Unfortunately, the insurance company will not pay for the repairs to the damaged vehicle.

Hello:I am responding to Mr. [redacted]’s rejection of  our previous response and am having trouble attaching documents.  If I may, I would like to send my response through this email along with attachments.  Thank you [redacted] – ID #[redacted] – [redacted]l [redacted]When paying on a month to month basis, the first installment billing goes out approximately 20 days after the inception date.  You received a Schedule of Future Payments at point of sale showing that your first installment would be due 12/6/15, Enclosure 1.  We do require cancellation requests to be in writing.  This is our procedure, for the protection of all parties involved.  These guidelines can be found in the policy jacket, page 27 that was sent to you with your policy documents on 11/20/15, Enclosure 2.  Please refer to your policy on-line application that discloses applicable fees and how they are applied.  I have included these pages of the application for your reference, Enclosure 3.  On 12/15/15 we received a cell phone photo of your written request to cancel the policy.  This is the day your policy was cancelled.  As previously stated, you can provide us with a copy of your replacement policy with “like” coverage and we will review for a possible backdate of cancellation. You can cancel your policy anytime, however in order to backdate a cancellation we will require sufficient proof to do so.   Please be advised that we are a separate entity from the broker.  The broker represents you, as the insured.  Any payment arrangements you made with your broker must be directed to him and are separate from our billing.  We received a down payment of $153.75 from your broker’s EFT account to start the policy, no other payments were received. Hopefully we have addressed all areas of concern.[redacted]Underwriting & Customer Svs. Manager[redacted]
[redacted] * [redacted]

I am rejecting this response because: I was never told or agreed to these fees of cancelation. I want to see where I signed agreeing to your terms of cancelation. The broker told me I could cancel anytime and I specifically asked if there would be any chargers. Which he answered no. So please provide further evidence of your policy ending agreements.

[redacted] We originally received a submission for insurance on behalf of the insured, [redacted] by her broker on 8/03/16.  The policy was issued as requested with two vehicles (2005 Jeep Grand Cherokee & 2003 Chevy Suburban), one rated driver ([redacted]), and one excluded...

driver ([redacted]).  This policy cancelled for non-payment eff 4/03/17.  On 4/04/17 we received a fax from the insured’s broker that contained a signed letter from her requesting that the policy be cancelled back to 3/06/17 as she had secured coverage under a separate policy.  A letter went out to the insured advising her that policy GSP90187405 had already cancelled for non-payment.  The newer policy initiated by her broker effective 3/06/17 ([redacted]) was for two vehicles (2005 Volkswagen Beetle & 2003 Chevy Suburban), one rated driver ([redacted]) and one excluded driver ([redacted] archer).  This policy is currently active.  After reviewing the matter to see if we had sufficient documentation to backdate the cancellation of the first policy, based on duplicate coverage, it was determined that we did not.  The newer policy covers a different vehicle and carries less coverage than the original policy, therefore is not “like” or greater coverage.  If the insured can provide proof that she is no longer in possession of the 2005 Jeep Grand Cherokee we will gladly review this matter further for possibly backdating its removal, which may affect the balance due remaining on the account.  Currently, there is no refund due to the insured.  Any dispute the insured has regarding the charges to start either policy should be directed to her broker.  We strive to provide the best customer service possible and have addressed Ms. [redacted] concerns accordingly.  We apologize for any inconvenience this has caused.    Accounting Breakdown ([redacted]) $   669.00          Earned premium for the period of 8/03/16 to 4/03/17 $    35.00          Policy fee $       3.52          Fraud fee $     45.00          NSD Membership dues $     65.00          Installment fees - 5 @ $13 each $    60.00          Reinstatement fee – 3 @ $20 each $   175.00          Returned payment fees – 7 @ $25 each $ 1052.52          Total Due -$  998.78          Total Paid     $   53.74          Remaining Balance Due

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
Thank you for your help.I am satisfied, and I'm truly embarrassed for Stonewood that this is what it took in order to reach a resolution.However, I am very glad I took the matter this far.

I am rejecting this response because:Thank you for your response. In my complain I never mentioned that I had an issue with the change in premium price due to an at fault incident  in 2014. It was not an issue. You also made it seem like I had something to hide. No. Everyone knows that when you are getting insurance you have all your records of driving out there. My issue were that there was a policy fee charge, there was a membership fee, and it also said other charges which were not specific. I have never heard of this before and all I did was to call for clarification. And I was treated like a nobody. You mentioned some of those charges in your response. What are those? Also you agreed with me that the policy was initiated on November 16th 1015, and that you sent me a bill due on December 4th. If this is true, which it is, why is another month's bill due on the 5th of December 2015 barely 17 days after the first bill was fully paid? Those were my questions that were not answered.your company has an image to protect. The customer service I received was beyond terrible, and even after I voiced it out not one of you called, wrote or did anything to apologize. Instead you were focused on how to get more money from me. You said I could not cancel my insurance unless it is in writing. You also said it would take 15 days. You admitted to all these in your response. But that is not what California law says. In other words you were buying time to charge me another month instead of addressing the rough way I was handled on the phone. Lastly, at the end of the call on December first I canceled, if your associate was so mad at me for calling to get clarification, and therefore was not patient enough to hear me say cancel, and thus hung up, that is not my fault. If you want me to wait fifteen days so you can charge me more that is not my fault.I got another insurance with Nationwide the very next day December 2nd. Since I cannot upload it here on my phone I could give you the policy number to verify: [redacted]. It was effective December 2nd 2015. I can't be making two insurance payments. I can cancel my insurance anytime. You agreed with that.I spoke with your agent/broker - his name is [redacted], and his phone is [redacted] He agreed that I paid for the first month. It was $185 on the 16th of November. And then two weeks later another $150. So why won't I question yet another bill due on the 4th of December, especially after paying over $320 and especially when it within two to three weeks, and especially when it has things like policy fees, membership fees and fraud fees and other fees?Thank you

GSP90124383
A policy was written on behalf of the insured, Mr. [redacted], by his broker on 7/20/14. We received an initial down payment in the amount of $127.25. This policy program included a roadside package (Nation Motor Club) in which there is no ability to opt out. The insured signed...

documents disclosing this information. Membership dues for this package were charged from the onset of the policy. These membership dues are included in the insured’s monthly installment billing, not separately by the motor club. On 7/21/14 the insured’s broker processed an endorsement to lower the comprehensive and collision deductibles from $1000 to $500, causing a premium increase of $162. On 8/07/14 the insured inquired about this increase and was provided with this information.
On 8/22/14 the insured’s automatic EFT payment was returned due to “no account.” This caused a removal from EFT. A courtesy call was made to the insured advising him of this issue. After a careful review, it was determined that the insured’s broker had entered the routing number incorrectly on the EFT form. This situation was escalated to the broker’s supervisor and for a possible reimbursement from them for the $25 NSF fee incurred as a result of the error. Nadia, from the broker’s office agreed to assist in this matter by following up directly with the insured.
On 11/28/14, we received a call from the insured in which he stated he would be unable to make his payment due on 11/30/14. We agreed, as a one-time courtesy to extend the due date for an additional 10 days.
Upon the next payment due date, we received a call from the insured asking for another payment extension. He was advised that we must receive some type of payment but that a payment made on the due date of 12/31/14 could take a few days to draft, possibly providing a little more time. Payment was received on 1/02/15 and a reinstatement was generated effective 1/03/15. Unfortunately, this payment was returned for insufficient funds on 1/09/15 and the policy was cancelled back to 1/03/15. A replacement payment was not received until 1/27/15 at which time the policy was reinstated with lapse.
Upon the next payment date of 3/02/15, no payment was received, resulting in cancellation of the policy. Since this time, two Reinstatement Offers and a Final Billing notice advising the insured of the balance due of $106.12 have been mailed out, with no reply. This account was submitted for collections on 7/20/15.
In conclusion; the NSD Membership was disclosed at inception and acknowledged by the insured’s signature. Dues were included in the cost of the policy at point of sale. The increase in premium was a result of a change to the policy lowering the deductibles, made by the broker on behalf of the insured. It is our policy to provide professional and quality service to each of our insureds as was the case with Mr. [redacted], represented by several documented conversations between him and our customer service department. Our records do not reference a report of a claim however, if it occurred during one of the lapse periods, no coverage would apply and this would explain why the claims department would be unable to assist in the matter. As previously stated, there were two lapses in coverage for this policy and the final cancellation date of 3/02/15 was due to non-payment of premium. We never received a request for cancellation. If the insured replaced “like” coverage elsewhere, prior to our cancellation date, we would be more than happy to review a copy of the replacement policy in order to backdate the cancellation, thus possibly reducing the amount owed.

Accounting Breakdown:
$ 868.00 Earned premium for the period of 7/20/14 to 3/02/15
$ 30.00 Policy fee
$ 1.75 Fraud fee
$ 32.00 NSD Membership dues
$ 87.00 Installment fees – 1 @ $9.00 (while on auto pay) –6 @ $13.00 each
$ 7.00 Endorsement fee (lowering deductibles)
$ 50.00 NSF fees – 2 @ $25.00 each
$ 32.00 Reinstatement fees – 2 @ $16.00 each – for the periods of 1/01/15 to 1/03/15
                                        ...⇄ to 1/27/15