Stonewood Insurance Services, Inc.

I am rejecting this response because: The demand of payment is unfair. I understand I was late a couple times. When I didn't pay, the policy would "cancel". The only way to reinstate it is to make the payment amount in full that they were  charging me, which I did when I had the money. Unfortunately due to the high bill, and lack of communication between Stonewood and [redacted], I was left paying more then I was quoted. I had a minor fender bender that happened right before I reinstated the policy, and that's why Stonewood was of no assistance. I understand that though, and hold no accountability on Stonewood at this point. But the fact of the matter is, they are trying to make me pay for a service I didn't use. When I didn't pay, the policy was cancelled. And with that, the accident was also of no liability to stonewood. So to ask for payment of a policy that was cancelled is unfair. I did in fact open a policy with Infinity insurance through [redacted], and specifically asked that they cancel all ties with stonewood. I was informed by the male employee that he would take care of it, and the new policy was then made. I don't understand why stonewood feels I owe over $100 for an insurance policy that was never used, and apparently cancelled due to non payment.

We have been in contact with the claims department for [redacted] carrier, [redacted]  There was previously a question of coverage relating to the usage of the vehicle on the policy.  However, the claim has now been cleared for coverage.  An...

adjuster was reassigned and a damage estimate was received from the body shop yesterday.  This is now being reviewed and we have been advised that [redacted] adjuster has been in touch with him as early as this morning.

GSP90206637   [redacted]   The insured, [redacted], purchased a Non-Owners liability insurance policy with Stonewood Insurance through his broker, effective 12/20/16.  In addition to the policy documents that the broker would have provided to him at point of sale, we...

issued and sent him a full set of policy documents on 12/21/16, including two ID cards that clearly state at the top, California Evidence Of Liability Insurance. On 12/21/16 we received an endorsement request from the broker to add 2002 Acura to the policy.  Due to the holidays, our processing time was delayed and the endorsement was processed on 1/03/17,   however, coverage was afforded back to the requested date of 12/21/16.  We then discovered a cancellation request that was submitted on 12/28/16.  This was also processed and the policy was cancelled as requested leaving a remaining balance due of $72.84.  Based on our review of events and as a customer courtesy, we agree to waive this balance and discontinue any further billing notices.  We hope we have provided a satisfactory response in this matter.

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.

The insured, Mr. [redacted] started a policy with us by way of his broker on 3/26/13.  He renewed for a second term on 3/26/14.  Throughout both policy terms, all fees were fully disclosed to him in multiple areas of the policy, on the original application, on the Payment...

Schedule and on the face of all policy declaration pages issued to him.  When the policy was cancelled, per the insured's request, we also honored his request to waive the $50 cancellation fee.  However, there was still a balance due of $61.61 for unpaid fees and premium.  All of this was explained to him, in detail, by our representative, by phone and email.  Although this balance due is valid, we strive to provide quality service to our customers therefore, we have waived the balance due on the account and have requested it be removed from our outside collections.

GSP20005491
This automobile insurance policy for the insured, Mr. [redacted] originally began on 5/17/14 and renewed for a subsequent term. In March of this year (2015), two claims were reported under this policy. During the claims investigation process, it was determined that there were members of...

the household that had not been disclosed at inception as required by the policy contract. A question on the application specifically asks if all residents of the household 14 years and older (possible drivers) are either added to the policy or excluded from coverage, to which the insured inaccurately answered “Yes.” It is further required that any changes or updates be reported to the insurance company during the life of the policy. Upon notice of the undisclosed residents, we followed up with the insured by sending a cancellation notice on 4/08/15 requiring that they be added or excluded on the policy. We were later advised that the insured’s daughter was under the age of 14, but the son was over age 14. The insured was given the option to sign and return the attached Driver Exclusion Form that had been provided with the cancellation notice, or add his son to the policy. This was due by 4/28/15 as indicated on the form in order to avoid cancellation. On 4/17/15, we received a call from the insured’s spouse, [redacted], who inquired about adding their son, to the policy. She was referred to the broker for the quoting and processing of the change to add the son and reminded of the pending cancellation. At this time she asked if adding her son would increase the premium. She was advised that most likely it would but could confirm with her broker. On 4/22/15 we received a call from the insured’s broker who wanted to be sure that adding the son who only held a driver’s permit would be acceptable. We advised that yes, this would be acceptable. Unfortunately, we never received a request to add him, nor did we receive the signed form to exclude him. As a result, the policy cancelled effective 4/28/15. On 5/19/15 we received a call from the broker inquiring about the cancellation. He was advised of the requirements to reinstate the policy. On 5/21/15 we received the signed driver exclusion form for the son. The policy was now eligible for reinstatement with the monthly installment that had now come due. Because of the lapse in coverage a Reinstatement Fee was included in this amount. We received a call from the insured, Mr. [redacted] on 5/21/15 who stated that he was not advised by his broker that he must disclose household members over the age of 14, nor did he receive written or verbal notices from us for required information. Because of this, he asked that the Reinstatement fee be waived. Our Customer Service Manager advised him that it is not our policy to waive a valid fee. This is not only a steadfast in-house rule but also guidelines set forth by the California Insurance Code that we not deviate from our own guidelines (fee schedule) or otherwise risk being out of compliance. Our representative further referred him to the facts of the file, notated conversations, documents and dates where he, his spouse and his broker were advised of the pending cancellation and what actions were necessary to have it removed. In conclusion; the insured agreed to the conditions of the policy by entering into the contract. We have clear documentation that confirms that the insured, his spouse and his broker were all advised in writing and verbally that the policy would cancel if said information was not received by the specified date. In light of this and based on the CIC, there is no justification to waive the reinstatement fee in this matter. We sincerely apologize for any inconvenience this matter has caused the insured and hope that we have provided some understanding of our position in this matter.

Policy [redacted] The insured, Mr. [redacted] purchased this policy with us thru a broker on 3/08/16.  The first installment billing notice was issued to him on 3/23/16 to be due on 4/07/16.  Upon this date no payment was received, therefore a cancellation notice was issued to...

him to be effective 4/18/16 if payment was not received by this date.  Payment was not received and the policy cancelled for non-payment.  Our records indicate that we have had no verbal communication with the insured nor did we receive a request from him to cancel the policy.  The conversations he refers to must have occurred between him and his brokers office.  Following is a breakdown of charges by Stonewood Insurance:$   187.00   Earned premium for the period of  3/08/16 to 4/18/16 $     40.00   Policy fee  $       3.52   Fraud fee$     12.00   NSD Membership dues  $     13.00   Installment fee$   255.52   Total Due-$   150.85   Total received by Stonewood Insurance$    104.67   Total remaining balance dueIn regards to a broker fee, the insured will need to discuss this directly with the broker as this is not a fee received or charged by us.

The insured, Mr. [redacted] purchased this policy on-line through his broker.  He electronically acknowledged and accepted the conditions of the policy at point of sale.  He has had access to all policy documents from the time that the policy was issued.  As stated in our previous response, we sent the stated documents relating to this inquiry to the mailing address on file.  These were mailed on 1/10/17.  Based on the signed Authorization For Release of Account Information to the Revdex.com, we are attaching the following documents:  1)  first page of the policy application showing the insured’s name, date and time of Login Acceptance, Information Acceptance, Disclosure Acceptance and Purchase Acceptance  2)  date and time of insured’s acceptance of Applicant’s Certification, disclosing that payments will be first be applied to fees owed and then to the premium  3)  date and time of  insured’s acceptance of disclosed Applicable Fees  4)  Policy Declaration page disclosing applicable fees.  Should you require further information, please let us know.

Review: In December 10,2015 I let a friend borrow my fully covered car and they happened to rear end someones car. On that same day I filled a claim and informed them the person who was driving my car was my roommate who was not an insured driver on my policy due to the fact we moved in together after I started my policy. Stonewood informed me approximately 2.5 weeks later that they were not going to cover the accident due to the driver not being on my policy. On January 11, 2016 I myself got into an accident in my other fully insured car and started a claim that day. On January 19,2015 they mailed me a letter stating stonewood is canceling my policy because I failed to inform them I had a roommate, and they put my cancelation date as June 3, 2015; they also sent me all the money I ever paid them which I did not agree to including my Janruary payment that was taking January 3, 2016 . They also said they aren't going to cover my January accident because I failed to mention my roommate. Overall, my complaint is Stonewood knew from December 10, 2015 that I had a roommate and they all of a sudden decided to cancel my policy 4 weeks later AFTER my January accident, and now another parties insurance is saying I am 100% liable for my January accident and they expect me to pay out my pocket. I do not agree with this due to the fact that Stonewood knew I had a roommate since December 19, 2015 and did not cancel my policy in a timely manner and also back date canceled it basically saying I wasn't covered for either of my accidents.Desired Settlement: I expect Stonewood insurance to fully cover my January accident.

Business

Response:

GSP90146616 – [redacted] An automobile policy was originally issued on behalf of the insured, [redacted] on 6/03/15. At the time of inception Mr. [redacted] signed a policy application/contract in which he agreed to disclose all household residents over the age of 14 years. It was further agreed that he would have a continuing duty to notify the insurance company of any changes of members of the household of driving age, otherwise the company may rescind coverage. Below is verbiage from said contract signed by the insured: ‘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? You are required to exclude or add by endorsement any driver listed on the registration. If no, please explain.’ The insured answered, ‘yes’ to this question. In addition to this, the Applicant’s Certification states the following: APPLICANT’S CERTIFICATION I agree all answers to all questions in this Application are true and correct. I 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 applied. I 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 above. I 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 10 months each year. I understand the Company may rescind this policy if said answers on this Application are false or misleading, and materially affect the risk the Company assumes by issuing the policy. In addition, I understand that I have a continuing duty to notify the Company of any changes of: (1) address; (2) location of vehicles; (3) members of my household of eligible driving age or permit age; (4) operators of any vehicles listed on the policy; or (5) use of any vehicles listed on the policy. I understand the Company may rescind this policy if I do not comply with my continuing duty of advising the Company of any change as noted above. According to the insurance company’s claims manager, the decision to rescind the policy stems from the loss that occurred on 12/10/15. The claims investigation revealed that an undisclosed driver by the name of [redacted] had become a resident of the insured’s household sometime around July 2015, or between then and the date of the accident. Both the insured and [redacted] confirmed this during recorded statements. Also, it was determined that [redacted], the driver in the accident does not hold a driver’s license, which materially affects the risk. Subsequently, a second claim was filed for 1/11/16. Unfortunately, due to the material misrepresentation by the insured, this policy has been voided (rescinded) back to the original inception date of 6/03/15 as if the policy never existed and all funds paid by the insured were refunded to him.

Review: I have been with my insurance company for 5 years. MY car was parked in the store parking lot on may 10 2016 it was hit since it was on the passenger side I didn't notice until the next morning, I called my insurance company to file a claim after having it looked at by a couple different people to see if it would be cheaper to get it fixed myself since I do have a deductible after the insurance company sent someone out to take pictures the claims department called me the next day to tell me they denied my claim because I was not honest. I am 44 years old with insurance, driver licence, current registration, I also have three cars on this policy. If I was in an accident why would I lie , I would have filed a claim as a moving accident. It just do not understand how I have been with them five years paying 185.16 every month and when I file a claim which the damage is 1500$ They can just say im not telling the truth and not pay for the damage again I can't stress this enough all my paper work is legit so why would I lie. Please email me as what my rights are. Thank you for your time.

[redacted]Desired Settlement: I would like for the insurance company to pay for the repairs to my car

Business

Response:

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.

Horrible customer service. In the case of an emergency they are not responsive. They didn't record my claim correctly, didn't return my calls, and at the end they weren't able to cover the damage. If they had told me that when I called, it could have saved me a lot of time and energy.

Review: After I had paid the down payment for insurance I got a funny feeling as they asked for my bank account routing number. I looked them up on Revdex.com and found multiple complaints of fraud and extremely poor customer service as well as strong arming payments. I decided to cancel my policy and found out that most of the $570 payment was a brokers fee. All in all they would return me $40. I told them to cancel my policy and they told me I had to sign a piece of paper and mail it to an approval board for cancelation. They then canceled my policy for lack of payment.

NOW, I'm receiving letters that I owe them money and they will send it to a collection agency. I am concerned about it affecting my credit score, but do not believe I should be paying them for a service they never provided, and I canceled within a week of buying their "insurance". Months later they continue to harass me.Desired Settlement: I filed wth wells Fargo to get back my $570 down payment but was denied because I authorized it. Which is OK, I did and fell for the trap.

I do not want to pay them $104 for nothing and I want my credit score to be protected from these crooks. Thank you for your time

Business

Response:

Policy [redacted] The insured, Mr. [redacted] purchased this policy with us thru a broker on 3/08/16. The first installment billing notice was issued to him on 3/23/16 to be due on 4/07/16. Upon this date no payment was received, therefore a cancellation notice was issued to him to be effective 4/18/16 if payment was not received by this date. Payment was not received and the policy cancelled for non-payment. Our records indicate that we have had no verbal communication with the insured nor did we receive a request from him to cancel the policy. The conversations he refers to must have occurred between him and his brokers office. Following is a breakdown of charges by Stonewood Insurance:$ 187.00 Earned premium for the period of 3/08/16 to 4/18/16 $ 40.00 Policy fee $ 3.52 Fraud fee$ 12.00 NSD Membership dues $ 13.00 Installment fee$ 255.52 Total Due-$ 150.85 Total received by Stonewood Insurance$ 104.67 Total remaining balance dueIn regards to a broker fee, the insured will need to discuss this directly with the broker as this is not a fee received or charged by us.

Consumer

Response:

I am rejecting this response because: I paid the $571 quoting by the broker for the first 6 months and was not informed of any other charges nor did I agree to them. That money went to freeway insurance(which shows as one of your companies) and they were responsible for delivering it to you. I 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.

this place is scam do not work with them big mistake if you do..

Absolutely horrible company. Not only do they have very unprofessional employees who are ride rude, this business is completely unorganized. They habe been trying to avoid paying for a claim after giving authorization to my mechanic. I will cancel my policy with them promptly after my vehicle has been paid for after sitting in the shop for 2 months when the repairs took 2 days. Horrible horrible company. They should be shut down!

Review: I opened a policy with Stonewood using [redacted]. After making a ridiculous $300 down payment, things seemed to get in order. After about a month or so, Stonewood increased my monthly payment, and started charging me a fee every month (I cant recall the name of the fee, but something like "NSR"). I called Stonewood to see about these 2 problems, and a very rude lady took my call. She told me to not bother Stonewood with questions about the increase and to talk to [redacted]. I asked about the NSR fee, and she told me its for "free" roadside assistance. I asked why then do I pay a fee, but also why was I not informed of this service. She said they charge every customer the fee, and that the tow service is who would bill me and that Stonewood just connects me with a local tow company (if needed). I asked that the fee be removed as I have [redacted] for my road side assistance. She refused, and unbelievably hung up on me after I brought up the premium increase again. I called [redacted], but they told me its all on Stonewood and they couldn't do anything but close my policy with them and open a different one. After all this, I stupidly gave up on it and just stuck with paying the extra. Due to this, I was sometimes behind on bills and would pay late (by a few days to a week or so - but always before the cancelation date). I had a fender bender where I was found at fault, but Stonewood refused to assist me in the matter since it was during a month that I paid "late". That was the final straw for me. I called [redacted], had then cancel my policy with Stonewood, and I opened a new one with Infinity Insurance (which has been perfect).. Despite still having paid that last month, Stonewood has sent me to collections trying to get an additional month of payment. I will not be paying that as I haven't used their services, and I am with Infinity. This is a scam that others have dealt with as well.Desired Settlement: I was paid up to date when I left Stonewood and am now with Infinity Insurance. I have already sent a letter to the collections agency that I do not intend on paying the bill. Stonewood is a scam for an insurance company. View yelp (and other sites, such as this Revdex.com) and you will see many more individuals with the same complaints. Stonewood needs to leave me alone, and learn to be a better insurance provider!

Business

Response:

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

1/03/15 to 1/27/15

Consumer

Response:

I am rejecting this response because: The demand of payment is unfair. I understand I was late a couple times. When I didn't pay, the policy would "cancel". The only way to reinstate it is to make the payment amount in full that they were charging me, which I did when I had the money. Unfortunately due to the high bill, and lack of communication between Stonewood and [redacted], I was left paying more then I was quoted. I had a minor fender bender that happened right before I reinstated the policy, and that's why Stonewood was of no assistance. I understand that though, and hold no accountability on Stonewood at this point. But the fact of the matter is, they are trying to make me pay for a service I didn't use. When I didn't pay, the policy was cancelled. And with that, the accident was also of no liability to stonewood. So to ask for payment of a policy that was cancelled is unfair. I did in fact open a policy with Infinity insurance through [redacted], and specifically asked that they cancel all ties with stonewood. I was informed by the male employee that he would take care of it, and the new policy was then made. I don't understand why stonewood feels I owe over $100 for an insurance policy that was never used, and apparently cancelled due to non payment.

Review: I talked with the manager [redacted] about renewing my policy due to it being cancelled because of an error mase by broker. I was told a letter was sent, never received it then my wife talked to someone who said stonewood stated we had to fill out an exclusion form. During that conversation never once was told policy would be cancelled. However did ask her to send exclusion form to update policy. As I went to pay my renewal as normal through automated system it wouldnt allow me. I talked to Jeremy at freeway who said as long as I get the exclusion form in there be no fee just the renewal payment of $216.43. Sent the form, being told today I have to pay. $25 reinstatement fee. I explained I was never asked to have children excluded when signing documents under age and who don't have license. It would be reasonable to eaive a fee since it's not my fault. [redacted] said it was my dault and when asking to talk with someone above her she said there is no one else this is the highest it gets. This is horrible customer service and I can't believe the way I was treated as if I wanted to jumo through all these hoops in the first place since the broker couldn't get things right explaining the process. I feel unfair treatment and being penalized for for their mistake. No one above you? Can't waive a client that invest in their business? It comes down to $25? Really? Who can help? I need car insurance I had renewed so I can move on with my life responsibly.Desired Settlement: $25 reinstatement fee waived. A call from [redacted]'s boss if possible.. Market manager, regional manager, VP, CEO someone who is over her so they know how she makes her client feel. Respect, and understanding of what someone has been put through.

Business

Response:

GSP20005491

This automobile insurance policy for the insured, Mr. [redacted] originally began on 5/17/14 and renewed for a subsequent term. In March of this year (2015), two claims were reported under this policy. During the claims investigation process, it was determined that there were members of the household that had not been disclosed at inception as required by the policy contract. A question on the application specifically asks if all residents of the household 14 years and older (possible drivers) are either added to the policy or excluded from coverage, to which the insured inaccurately answered “Yes.” It is further required that any changes or updates be reported to the insurance company during the life of the policy. Upon notice of the undisclosed residents, we followed up with the insured by sending a cancellation notice on 4/08/15 requiring that they be added or excluded on the policy. We were later advised that the insured’s daughter was under the age of 14, but the son was over age 14. The insured was given the option to sign and return the attached Driver Exclusion Form that had been provided with the cancellation notice, or add his son to the policy. This was due by 4/28/15 as indicated on the form in order to avoid cancellation. On 4/17/15, we received a call from the insured’s spouse, [redacted], who inquired about adding their son, to the policy. She was referred to the broker for the quoting and processing of the change to add the son and reminded of the pending cancellation. At this time she asked if adding her son would increase the premium. She was advised that most likely it would but could confirm with her broker. On 4/22/15 we received a call from the insured’s broker who wanted to be sure that adding the son who only held a driver’s permit would be acceptable. We advised that yes, this would be acceptable. Unfortunately, we never received a request to add him, nor did we receive the signed form to exclude him. As a result, the policy cancelled effective 4/28/15. On 5/19/15 we received a call from the broker inquiring about the cancellation. He was advised of the requirements to reinstate the policy. On 5/21/15 we received the signed driver exclusion form for the son. The policy was now eligible for reinstatement with the monthly installment that had now come due. Because of the lapse in coverage a Reinstatement Fee was included in this amount. We received a call from the insured, Mr. [redacted] on 5/21/15 who stated that he was not advised by his broker that he must disclose household members over the age of 14, nor did he receive written or verbal notices from us for required information. Because of this, he asked that the Reinstatement fee be waived. Our Customer Service Manager advised him that it is not our policy to waive a valid fee. This is not only a steadfast in-house rule but also guidelines set forth by the California Insurance Code that we not deviate from our own guidelines (fee schedule) or otherwise risk being out of compliance. Our representative further referred him to the facts of the file, notated conversations, documents and dates where he, his spouse and his broker were advised of the pending cancellation and what actions were necessary to have it removed. In conclusion; the insured agreed to the conditions of the policy by entering into the contract. We have clear documentation that confirms that the insured, his spouse and his broker were all advised in writing and verbally that the policy would cancel if said information was not received by the specified date. In light of this and based on the CIC, there is no justification to waive the reinstatement fee in this matter. We sincerely apologize for any inconvenience this matter has caused the insured and hope that we have provided some understanding of our position in this matter.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. When originally opening insurance I was not asked to exclude my 14 year old son. My son was 14 when I received insurance. This is their job to discuss that at time of signing. To blame me, my wife or penalize us for a mistake they made is upsetting no one gets it.Second, my wife was asking for a quote for my son in case we decided to add him. The company was not clear regarding this. The broker we went to said we did not have to worry about the exclusion form if he was not driving, they would handle it. This was at the Fairfield Cost-U-Less. We will not be doing anymore business with this insurance company as they obviously don't want our business. I have seen reviews regarding this company that talk about the extra fees they tack on. I refuse to give another penny because they couldn't get it right.Also, no manager should talk to their client in the manner in which I was talked to. Seems as though that was over looked and found acceptable. We were not treated fairly, no it's a matter of their word Vs. ours.

Review: On May 22, 2015, I bought new car insurance with other Insurance Company and on the same day I sent an email with Policy cancellation request to Stonewood Insurance services.I called to SW representative, she informed for $50 for cancellation fee cost not mention anything else. SW-Customer Service Review responded via email on May 23,2015.June 3 received a letter on Cancellation Date 05/24/2015. On June 15, I emailed SW-Customer Service Mgr asked for the update.She said:Your Cancelation request stated to cancel the policy on 5/23/15. Because we cannot cancel the policy in the middle of the day , the cancelation effective date is 12:01 AM on 5/24/15 . So no coverage is charged past 5/23/15. The cancelation has been processed and no further payments will draft from your account . After the cancelation calculations have been completed , there is an ending balance of $ 8.31 . Unfortunately there is not a refund. The total earned premium and fees from 4/18/2015 thru 5/23/2015 = $ 201.35 , we received a total of $193.04I requested a letter in details from her and found out that the company overcharged me and demanding me to pay $8.31 within 60 days. Since on 04/18/2015 and 05/18/2015, I paid $95.81 and $97.23 to Stonewood Insurance. (Which in these monthly payment has already included with Installment fee $9, Policy fee $2.23, NSD Membership fee $4.)On letter the breakdown of balance owed and charges on the policy are $26.77 Policy fee, $3.52 CA State Fraud Fee, $3.06 Motor Vehicle Report Fee, $18 NSD Roadside Member ship fees($9 each month:April & May) and $50 Cancel Fee.How could the company charged me with all this payment since I already paid them? I have no overdue or late payment. Despite being charged for $4 for 13 months for things I didn't buy or aware of when I first purchased Car Insurance from Stonewood through [redacted]. I believe the Stonewood Insurance services broke an ethical rule of good practice by cramming on fees to confusing the customers.Desired Settlement: Waived cancellation fees $50 and refund $97.23 as soon as possible.In the future, please inform the Insurance broker to explain all the Premium,Installment fee, Policy Fee, Other Fee?? and NSD membership fee. In case the customer already has other roadside assistance,so he/she doesn't need to have to pay double. Also please train the customer services on phone to have respect toward customers.Thank you very much.

Business

Response:

GSP90119012

The insured, Mr. [redacted], renewed his automobile insurance policy with us, effective 4/18/15 by submitting the required down payment to continue the policy for a subsequent term. On 5/22/15 we received a call from the insured’s spouse who inquired about cancelling the policy. She was advised that this would require a written and signed request from the insured and that he would be charged for earned premium and accrued fees, including a $50 cancellation fee. We received a written cancellation request from the insured dated 5/23/15. The cancellation was processed effective 5/24/15 12:01 a.m. Below is an accounting breakdown for this policy term:

$ 92.00 Earned premium for period of $4/18/15 to 5/24/15

$ 26.77 Fully earned policy fee

$ 3.52 Fraud fee

$ 8.00 NSD Membership dues

$ 3.06 MVR fee

$ 18.00 Installment fees – 2 @ $9.00 each

$ 50.00 Cancellation fee

$ 201.35 Total due

- 193.04 Total paid

Each applicable fee was fully disclosed on the policy Declaration page, issued to the insured on 4/18/15. The cancellation fee was also verbally disclosed, along with other accrued fees at the time the insured inquired about cancelling the policy. In regards to the $4.00 monthly NSD Membership dues, this is an affinity roadside plan that is included with this policy. There is no option to opt out. This, and all conditions and fees of the policy were agreed to at the initial point of sale on 4/18/14 and upon the submission of payment for each renewal.

Unfortunately there is no refund due the insured, only a remaining balance. Since our guidelines state that we will charge the applicable fees, any deviation from said guidelines would place us in a non-compliance status. Therefore, we are unable to waive fees and the balance due will remain until paid.

We sincerely apologize for any inconvenience this matter has caused the insured, Mr. [redacted], and hope that we have addressed all areas of concern.

Consumer

Response:

I am rejecting this response because:

Review: Stone wood did not provide me with a bill during my service time. leading me to believe I had no insurance coverage. now they want me to pay $62.

To whom it may concern:



I [redacted] S. [redacted] do not owe Stone Wood/GMAC insurance. I don't understand where they came up with this amount of 62.68 and I am not going to pay. You need to provide a breakdown of what this amount is for because I don't understand why they are asking for money from me. If I owed them money why did they send me a consolation letter in 11-02-12. They did not ask me for money in December, January, February, and our March. But when it's time to renew my police they want money for what. I have called them several times and no one can explain why I owe this amount of money they just put me on hold and hang up after several minutes.

Sincerely,

[redacted] S. [redacted]

XXX-XXX-XXXX

p.o. box [redacted] CA, XXXXXDesired Settlement: to dismiss me from the universal recovery corporation

Business

Response:

Business' Initial Response

[redacted] - GSPXXXXXXXX

The insured has had her auto insurance with our company since 4/01/10 and renewed upon each annual term. On 3/09/12 a Renewal Billing Notice went out to her, annual premium $982.00 plus fees of $41.58. Downpayment due by 3/31/12. The payment was not received on time and the policy expired on 4/01/12 at 12:01a.m. On 4/01/12 @ 2:56 PM the insured made a credit card payment in the amount of $700.00. This payment was immediately applied and the policy was reinstated/renewed. A reinstatement fee of $15.30 was also applied due to the brief lapse in coverage leaving a remaining balance due of $338.88. This would not be due until the equity had been used. On 10/23/12 the insured reported a stolen vehicle. Effective 11/05/12 her broker processed an endorsement to remove the vehicle and change to a non-owner's policy. This generated a downrate of $296.00 plus a $5.00 endorsement fee. The revised balance due, $47.88. On 3/19/13 a billing went out for the next renewal. Payment was not received and the policy expired on 4/02/13. On 4/07/13 a Renewal With Lapse Offer was sent to the insured, including the past due amount. There was no response. On 7/26/13 a collection notice was mailed to the insured for a past due amount of $62.68. On 8/16/13 a revised collection notice was sent for $47.78. *One more adjustment has been made making the correct and current amount due, $47.88.

Following is a complete breakdown:

$982.00 = Annual Premium

$26.78 = Fully Earned Policy fee

$1.80 = Fraud Fee

$13.00 = Installment fee

$15.30 = Reinstatement fee

$5.00 = Installment fee

$1043.88 = Total due

-$700.00 = Paid by insured

-$296.00 = Endorsement downrate

*$47.88 = Remaining balance due

Although it has been determined by the above breakdown that the outstanding balance is valid, we are in agreement that the billing may have been a source of confusion. Therefore, we have opted to extend a customer courtesy by waiving this balance. The insured may now disregard the collection notice.

Review: I had a vandalism incident at a night club. I had both my windows broken, and they crashed into my right door behind the passenger. I contacted Stonewood Insurance Services, and they refused to help me. They would not cover the broken windows, and I had to repair those on my own. To fix the damage to the door it's a total of $2500, and I believe they should be responsible for those damages.Desired Settlement: DesiredSettlementID: Other (requires explanation)

To fix my damages on the door, I have been waiting way too long to hear anything back from them!

Business

Response:

Initial Business Response

Policy #: GSPXXXXXXXX

Insured: [redacted]

This auto insurance policy was originally written through us on 8/27/12 for an annual term. The policy renewed on 8/27/13 and is currently active in the second term.

In regards to the claim in question, the date of loss was reported to have occurred on 4/10/13. The carrier's claims manager has advised us that as a part of the claims investigation an automotive consultant was retained to inspect the subject vehicle, specifically to perform a collision analysis. On 5/08/13 this inspection took place at the insured's residence. The consultant observed broken windows on the vehicle along with multiple marks, scratches, scrapes and dents in various areas on the vehicle body. The report gave a detailed description of each damaged area and how it most likely occurred, also that these would have been sustained from multiple incidences. It was concluded that the broken windows could potentially be the result of vandalism, but there was no evidence to support that the other damage resulted from vandalism.

Upon completion of the claims investigation, it was determined that the damage from the vandalism was isolated to the broken windows. The estimate to repair the windows was found to be $502.23. This fell below the deductible of $750.00. A letter to this effect was sent to the insured on 6/07/13 and the claim was closed with nothing paid out.

Review: As I stated on the 10th after having the car looked at by a mechanic we were informed the Honda Civic purchased on the 9th was a TOTALED car with a clean CARFAX and was returned to Auto Max immediately. I have also attached a copy of this bill, the letter from the Auto Sales company and a copy of the Statement of No Clams Loss. I understand it takes time to process however my daughters bank account was hit for the remainder of the deposit (200.00 on the 21) over 2 weeks later and we have now paid Freeway Insurance over 400$ for a policy that NEVER should have even been processed in the first place according to your company policy. I needed to send a statement that stated I wanted to cancelled my policy with Anchor General policy #xxxx[redacted] which I NEVER did because the car went back!Desired Settlement: Refund of Money owed and no more collections letters.

Business

Response:

GSP90153627 On 9/03/15, an auto insurance policy was initiated on behalf of this insured, [redacted], effective 9/03/15 by her broker. This was for two vehicles, a 2004 Ford Escape and a 2010 Honda Civic. On 9/18/15, we received a call from the insured stating that she had returned the 2010 Honda to the dealership and that she had coverage elsewhere for the 2004 Ford Escape. She was advised to submit a signed cancellation request and that a $50 cancellation fee would apply. She was further advised that in order to backdate the cancellation we would require proof of the day the 2010 Honda was returned and proof of other coverage for the 2004 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 2004 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 2010 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 9/03/15 to 9/05/15 12:01 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 25 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 25 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.