GSP The insured, Mr [redacted] , renewed his automobile insurance policy with us, effective 4/18/by submitting the required down payment to continue the policy for a subsequent termOn 5/22/we received a call from the insured’s spouse who inquired about cancelling the policyShe 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 $cancellation feeWe received a written cancellation request from the insured dated 5/23/The cancellation was processed effective 5/24/12:a.mBelow is an accounting breakdown for this policy term: $ Earned premium for period of $4/18/to 5/24/ $ Fully earned policy fee $ Fraud fee $ NSD Membership dues $ MVR fee $ Installment fees – @ $each $ Cancellation fee $ Total due - Total paid Each applicable fee was fully disclosed on the policy Declaration page, issued to the insured on 4/18/The cancellation fee was also verbally disclosed, along with other accrued fees at the time the insured inquired about cancelling the policyIn regards to the $monthly NSD Membership dues, this is an affinity roadside plan that is included with this policyThere is no option to opt outThis, and all conditions and fees of the policy were agreed to at the initial point of sale on 4/18/and upon the submission of payment for each renewal Unfortunately there is no refund due the insured, only a remaining balanceSince our guidelines state that we will charge the applicable fees, any deviation from said guidelines would place us in a non-compliance statusTherefore, 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
On 5/18/an application for auto insurance was submitted to us by the insured, Mr [redacted] broker, listing one driver (himself) and one vehicle, a Ford Ranger The policy was issued as requested Effective 12/27/an endorsement was processed by the broker to add a Jeep Grand Cherokee to the policy for the same coverage as the Ford This increased the annual premium to $ On 3/23/an installment billing was issued to the insured Around this time, our accounting department had made a procedural change with our bank pertaining to how payments are received and applied to our policy accounts Unfortunately, during this transition an error occurred causing some checks to be cashed but not applied to the appropriate policies until a later date Regretfully, a cancellation for this policy was generated Once the error was rectified and it was confirmed that the payment was postmarked prior to the due date of 4/07/17, the policy was reinstated with no lapse in coverage Based on the insured’s request and proof of replacement coverage received from his broker, we have cancelled the policy, effective 4/21/ The premium has been pro-rated and the $cancellation fee has been waived There is a balance due to the insured in the amount of $ This refund is scheduled to go out on 5/19/17.Accounting Breakdown:$ Earned premium for period of 5/18/to 12/27/– $per day x days$ Earned premium for period of 12/27/to 4/20/- $per day x days (Endo)$ Policy fee$ NSD Membership dues$ Fraud fees$ Installment fees – @ $each$ Endorsement fee$ Total due -$ Total paid-$ Remaining balance due insured We sincerely apologize for the inconvenience and unfortunate misunderstanding this matter has causedThe feedback and comments regarding our customer service have been forwarded to the appropriate supervisors for continued training and coaching purposes [redacted] Underwriting & Customer SvsManagerPhone | [redacted] ***E-Mail | [redacted]
I am rejecting this response because: I was not informed that all household members including those without drivers licenses had to be added or excluded; only those which I wanted on the policy with driver licensesHad this information been given to me I would have added or excluded [redacted] I had no intention of misrepresenting any informationHad the company also sent me an exclusion form for [redacted] , I would have gladly filled it out and returned it to the companyI also did not receive my policy and it's terms until September 19thAfter the companies decision had already been madeHad I received those in a timely manner I would have added or excluded [redacted]
[redacted] Stonewood Insurance is the General Managing agent for the carrier of this policy, NGIC (Integon) We received an application for an annual auto insurance policy on behalf of Mr [redacted] ***, to be effective 3/06/ At the signed request of the insured, the policy was set up on an EFT payment account in which payments are automatically withdrawn from his bank account on specified dates On 12/15/we received a call from the insured asking for instructions on how to cancel the policy We advised him that we would require a signed written request from him and referred him to his broker’s office for assistance in this matter He expressed that he preferred another option, therefore we provided him with our direct fax number to send the request to us We received the cancellation request and this was processed, effective 12/13/ Below is an accounting breakdown that includes a $cancellation fee, along with other applicable fees and earned premium All fees are disclosed on the application that the insured acknowledges and signs at point of sale These fees are also disclosed on all declaration pages provided to the insured throughout the life of the policy In addition to this, the insured was provided with a policy booklet when the policy began that disclosed the following conditions of the policy, 1) you may cancel the policy by advising us in writing, 2) the refund will be calculated on a pro rata basis minus a $cancellation fee, 3) we will send you any refund to which you are entitled within days of the cancellation The insured’s desired settlement of a full refund would not be applicable as he has been provided with insurance coverage and has accrued fees as agreed upon at inception We apologize for the insured’s inconvenience but have acted within accordance of the conditions of the policy Accounting Breakdown: $ earned premium for the period of 3/06/to 12/13/$ Policy fee $ SR filing fee $ Fraud fee $ NSD Membership dues $ Installment fees – @ $each $ Endorsement fee – @ $each $ Cancellation fee $ Total due -$ Total paid -$ Balance owed insured
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
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 I have read the response and see that the reimbursement is to be mailed later this monthThey should reimburse customers sooner if not immediately when they are at faultNOT ONE PERSON from Stonewood Insurance has called me with an apologyJust the generic words of they had a problem and something about inconvenience My own grandkids respond and apologies better than thatFurther more, The agents that spoke to me over this matter spoke to me as if I was a criminal and in the wrongAll except for one man whom I identified in earlier emails and responses [redacted] , you should take a course on how to train your empoyees Even your apology was all about excusses and not towards me personallyJust how did you get your job? If in fact Stonewood Insurance does refund the small refund to me I will except this yet hope others can still read just how they respondedFurther more, The stress they caused me was unrealThey should pay more than a refundIf not for [redacted] my agent at Cost You Less in Folsom Cacalming me down I was ready to explode on StonewoodYou should be so lucky that a professional such as [redacted] was there to work with meHe apologies to me and it felt personaleven apologies for the dead beat StonewoodPoor guy should not ever have to do thatStonewood should apologies to all clients by hand and in person!Sincerely [redacted]
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 lossA denial was mailed to the insured on 5/20/ We did secure an expert to review the damage photosThe 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
The insured, Mr***, [redacted] started a policy with us by way of his broker on 3/26/ He renewed for a second term on 3/26/ 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 $cancellation fee However, there was still a balance due of $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
Hello:I am responding to Mr***’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 ***When paying on a month to month basis, the first installment billing goes out approximately 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 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 that was sent to you with your policy documents on 11/20/15, Enclosure 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 On 12/15/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 cancellationYou 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 $from your broker’s EFT account to start the policy, no other payments were receivedHopefully we have addressed all areas of concern[redacted] Underwriting & Customer SvsManager [redacted] * [redacted] * [redacted]
Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is a little okay with me This could go on and onSo I have decided to send the company-Stonewood Insurance- my replacement policy for a possible backdate of cancellation as they statedThis way we resolve this and everyone go their wayMuch I have learnt Thank you the docs have been sent through [redacted] Sincerely, [redacted]
In response to the insured’s rejection of our explanation that the policy fees were disclosed to her at point of sale of the insurance policy, I am attaching a copy of the documents that she electronically signed/accepted through an on-line policy process known as [redacted] *** The insured purchased this policy online through a broker This process is used at the convenience of the insured so that necessary signatures can be obtained without having to physically go to the broker’s office Please refer to the last page that indicates the applicable fees and the insured’s acceptance of these at 10/30/at 11:p.m As previously stated, if the insured can provide something from the dealership showing when the vehicle was returned or that she never took possession, we would be willing to review this and possibly backdate the cancellation, reducing the coverage charges As for the fees, we are unable to waive these as we must remain in compliance as directed by state regulations in which we adhere to our own guidelines [redacted] Underwriting & Customer SvsManagerPhone | [redacted] ***E-Mail | [redacted]
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/ 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
GSP [redacted] The insured, [redacted] , purchased a Non-Owners liability insurance policy with Stonewood Insurance through his broker, effective 12/20/ 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 InsuranceOn 12/21/we received an endorsement request from the broker to add 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/ We then discovered a cancellation request that was submitted on 12/28/ This was also processed and the policy was cancelled as requested leaving a remaining balance due of $ 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
This policy was originally written on 12/13/through an online process One of the questions asked on the application/contract is, “are all residents of your household 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/ 4:10: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/ 4:10: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 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 12/04/12: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, 12/04/12: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
I am rejecting this response because:Thank you for your responseIn my complain I never mentioned that I had an issue with the change in premium price due to an at fault incident in It was not an issueYou also made it seem like I had something to hideNoEveryone knows that when you are getting insurance you have all your records of driving out thereMy issue were that there was a policy fee charge, there was a membership fee, and it also said other charges which were not specificI have never heard of this before and all I did was to call for clarificationAnd I was treated like a nobodyYou mentioned some of those charges in your responseWhat 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 4thIf this is true, which it is, why is another month's bill due on the 5th of December barely days after the first bill was fully paid? Those were my questions that were not answered.your company has an image to protectThe customer service I received was beyond terrible, and even after I voiced it out not one of you called, wrote or did anything to apologizeInstead you were focused on how to get more money from meYou said I could not cancel my insurance unless it is in writingYou also said it would take daysYou admitted to all these in your responseBut that is not what California law saysIn other words you were buying time to charge me another month instead of addressing the rough way I was handled on the phoneLastly, 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 faultIf 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 2ndSince I cannot upload it here on my phone I could give you the policy number to verify: [redacted] It was effective December 2nd I can't be making two insurance paymentsI can cancel my insurance anytimeYou 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 monthIt was $on the 16th of NovemberAnd then two weeks later another $So why won't I question yet another bill due on the 4th of December, especially after paying over $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
I am rejecting this response because: The demand of payment is unfairI understand I was late a couple timesWhen 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 moneyUnfortunately due to the high bill, and lack of communication between Stonewood and [redacted] , I was left paying more then I was quotedI had a minor fender bender that happened right before I reinstated the policy, and that's why Stonewood was of no assistanceI understand that though, and hold no accountability on Stonewood at this pointBut the fact of the matter is, they are trying to make me pay for a service I didn't useWhen I didn't pay, the policy was cancelledAnd with that, the accident was also of no liability to stonewoodSo to ask for payment of a policy that was cancelled is unfairI did in fact open a policy with Infinity insurance through [redacted] , and specifically asked that they cancel all ties with stonewoodI was informed by the male employee that he would take care of it, and the new policy was then madeI don't understand why stonewood feels I owe over $for an insurance policy that was never used, and apparently cancelled due to non payment
[redacted] An auto insurance policy was initiated through us on behalf of the insured, [redacted] by her broker, effective 10/30/ After this, the next correspondence received on the insured’s behalf was on 11/04/in which we received an email from her broker stating the following: From: [redacted] Sent: Wednesday, November 04, 5:PM To: SW-Customer Service Review Subject: FW: Signed Consent pol # [redacted] Hello, Attached is a cancellation letter from ni pol # [redacted] *ust waiting on Dealership letter that she did not take possesion of vehPlease give us a call back if you have any questions or concerns at numbers listed belowThank You [redacted] Customer Service Representative Insurance Services Center The letter provided was a handwritten statement by the insured, advising that she wanted to cancel the policy as she had not taken possession of the vehicle As indicated in the above email from the broker, we did not receive a letter from the auto dealership confirming that the insured never took the vehicle from the dealership lot (possession) therefore, the policy was cancelled effective 11/05/ A cancellation cannot be backdated without sufficient proof to do soThe insured contacted our office on 11/16/to inquire about a refund She was advised that it takes to days from the date of processing On 12/10/a refund check was issued to the insured in the amount of $ We received a call from the insured on 12/14/regarding the refund amount, at which time she was given a breakdown of the charges, as follows: $ Earned premium for the period of 10/30/to 11/04/$ Policy fee $ Fraud fee $ NSD Membership dues $ Installment fee $ Cancellation fee $ Total Due - ($158.68) Amount received from insured - ($ 25.92) Balance – refunded on 12/10/ We apologize for any misunderstanding the insured may have had regarding the policy charges, however, we are in compliance with state codes and regulations that require us to disclose our fees on the initial application for insurance that the insured signs at point of sale and on the policy documents that are immediately provided when the policy is issued It is possible that the insured may have provided a larger down payment to her broker and had other conversations with them, than the ones we have indicated She would have to contact them directly to obtain this information, as we are separate entities
[redacted] The insured, [redacted] renewed her auto insurance policy with Stonewood Insurance for a second term, effective 9/04/ Regarding the issue outlined in the filed complaint, below is a narration of events relating to the billing of this policy: October payment received from the insured on 10/27/16.Payment returned as unpaid on 11/01/($Returned Item fee incurred) Insured is notified accordingly.Payment replaced by insured on 11/05/(short the Returned Item fee)Next payment due by 12/08/12:01am to avoid cancellation (including Returned Item fee) Minimum amount due $ Insured is notified and billed accordingly.Received payment from insured on 12/05/in the amount of $(short the Returned Item fee) Did not receive minimum amount as billed and notified, therefore policy cancelled on 12/08/12:a.mReceived another payment from the insured on 12/08/at 4:08pm in the amount of $ Policy is reinstated with a lapse in coverage ($Reinstatement fee incurred) Insured is notified accordingly.On 12/09/we received notification that the prior $payment received from the insured was returned unpaid (another $Returned Item fee is incurred) The insured is notified accordingly.Notice of Cancellation is issued to the insured on 12/27/for the minimum amount due of $(including unpaid fees), to be received by 1/06/12:01am Received a payment from the insured on 1/02/in the amount of $ Less than the minimum amount required, therefore, policy cancelled for non-payment.On 1/11/a Notice of Reinstatement Offer is mailed to the insured advising that the amount required to reinstate the policy would be $ On 1/12/we received a call from the insured inquiring about her policy Our notes indicate that she was advised the amount required to reinstate the policy as of that day would be $ On 1/12/the insured made an on-line payment in the amount of $25.00.On 1/16/the insured called again to inquire about her policy Once again she was advised of the required amount of $to reinstate.On 1/16/the call was escalated to our Customer Service supervisor who also advised of the amount necessary to reinstate In conclusion, the billing issues on this policy originated from the returned (unpaid) payments and the multiple “short” payments received, causing the billing to be unable to catch up In each instance, the insured was properly billed and notified As of this date, sufficient payment for reinstatement has not been received and the policy remains cancelled Below is a current accounting breakdown (all fees are disclosed on policy application at point of sale and on every coverage declaration page issued, as required by California Insurance Codes and Regulations): $ Earned premium for the active period of 9/04/to 1/06/$ Policy fee $ Fraud fee $ NSD Membership dues $ MVR fee $ Installment fees – @ $each $ Returned Item fees – @ $each $ Reinstatement fee $ Total amount due -$ Total amount received from the insured $ Remaining Balance Due We apologize for any inconvenience on the part of the insured and hope that we have satisfactorily explained our position in this matter
GSP The insured, Mr [redacted] , renewed his automobile insurance policy with us, effective 4/18/by submitting the required down payment to continue the policy for a subsequent termOn 5/22/we received a call from the insured’s spouse who inquired about cancelling the policyShe 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 $cancellation feeWe received a written cancellation request from the insured dated 5/23/The cancellation was processed effective 5/24/12:a.mBelow is an accounting breakdown for this policy term: $ Earned premium for period of $4/18/to 5/24/ $ Fully earned policy fee $ Fraud fee $ NSD Membership dues $ MVR fee $ Installment fees – @ $each $ Cancellation fee $ Total due - Total paid Each applicable fee was fully disclosed on the policy Declaration page, issued to the insured on 4/18/The cancellation fee was also verbally disclosed, along with other accrued fees at the time the insured inquired about cancelling the policyIn regards to the $monthly NSD Membership dues, this is an affinity roadside plan that is included with this policyThere is no option to opt outThis, and all conditions and fees of the policy were agreed to at the initial point of sale on 4/18/and upon the submission of payment for each renewal Unfortunately there is no refund due the insured, only a remaining balanceSince our guidelines state that we will charge the applicable fees, any deviation from said guidelines would place us in a non-compliance statusTherefore, 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
On 5/18/an application for auto insurance was submitted to us by the insured, Mr [redacted] broker, listing one driver (himself) and one vehicle, a Ford Ranger The policy was issued as requested Effective 12/27/an endorsement was processed by the broker to add a Jeep Grand Cherokee to the policy for the same coverage as the Ford This increased the annual premium to $ On 3/23/an installment billing was issued to the insured Around this time, our accounting department had made a procedural change with our bank pertaining to how payments are received and applied to our policy accounts Unfortunately, during this transition an error occurred causing some checks to be cashed but not applied to the appropriate policies until a later date Regretfully, a cancellation for this policy was generated Once the error was rectified and it was confirmed that the payment was postmarked prior to the due date of 4/07/17, the policy was reinstated with no lapse in coverage Based on the insured’s request and proof of replacement coverage received from his broker, we have cancelled the policy, effective 4/21/ The premium has been pro-rated and the $cancellation fee has been waived There is a balance due to the insured in the amount of $ This refund is scheduled to go out on 5/19/17.Accounting Breakdown:$ Earned premium for period of 5/18/to 12/27/– $per day x days$ Earned premium for period of 12/27/to 4/20/- $per day x days (Endo)$ Policy fee$ NSD Membership dues$ Fraud fees$ Installment fees – @ $each$ Endorsement fee$ Total due -$ Total paid-$ Remaining balance due insured We sincerely apologize for the inconvenience and unfortunate misunderstanding this matter has causedThe feedback and comments regarding our customer service have been forwarded to the appropriate supervisors for continued training and coaching purposes [redacted] Underwriting & Customer SvsManagerPhone | [redacted] ***E-Mail | [redacted]
I am rejecting this response because: I was not informed that all household members including those without drivers licenses had to be added or excluded; only those which I wanted on the policy with driver licensesHad this information been given to me I would have added or excluded [redacted] I had no intention of misrepresenting any informationHad the company also sent me an exclusion form for [redacted] , I would have gladly filled it out and returned it to the companyI also did not receive my policy and it's terms until September 19thAfter the companies decision had already been madeHad I received those in a timely manner I would have added or excluded [redacted]
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
[redacted] Stonewood Insurance is the General Managing agent for the carrier of this policy, NGIC (Integon) We received an application for an annual auto insurance policy on behalf of Mr [redacted] ***, to be effective 3/06/ At the signed request of the insured, the policy was set up on an EFT payment account in which payments are automatically withdrawn from his bank account on specified dates On 12/15/we received a call from the insured asking for instructions on how to cancel the policy We advised him that we would require a signed written request from him and referred him to his broker’s office for assistance in this matter He expressed that he preferred another option, therefore we provided him with our direct fax number to send the request to us We received the cancellation request and this was processed, effective 12/13/ Below is an accounting breakdown that includes a $cancellation fee, along with other applicable fees and earned premium All fees are disclosed on the application that the insured acknowledges and signs at point of sale These fees are also disclosed on all declaration pages provided to the insured throughout the life of the policy In addition to this, the insured was provided with a policy booklet when the policy began that disclosed the following conditions of the policy, 1) you may cancel the policy by advising us in writing, 2) the refund will be calculated on a pro rata basis minus a $cancellation fee, 3) we will send you any refund to which you are entitled within days of the cancellation The insured’s desired settlement of a full refund would not be applicable as he has been provided with insurance coverage and has accrued fees as agreed upon at inception We apologize for the insured’s inconvenience but have acted within accordance of the conditions of the policy Accounting Breakdown: $ earned premium for the period of 3/06/to 12/13/$ Policy fee $ SR filing fee $ Fraud fee $ NSD Membership dues $ Installment fees – @ $each $ Endorsement fee – @ $each $ Cancellation fee $ Total due -$ Total paid -$ Balance owed insured
I am rejecting this response because:
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
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 I have read the response and see that the reimbursement is to be mailed later this monthThey should reimburse customers sooner if not immediately when they are at faultNOT ONE PERSON from Stonewood Insurance has called me with an apologyJust the generic words of they had a problem and something about inconvenience My own grandkids respond and apologies better than thatFurther more, The agents that spoke to me over this matter spoke to me as if I was a criminal and in the wrongAll except for one man whom I identified in earlier emails and responses [redacted] , you should take a course on how to train your empoyees Even your apology was all about excusses and not towards me personallyJust how did you get your job? If in fact Stonewood Insurance does refund the small refund to me I will except this yet hope others can still read just how they respondedFurther more, The stress they caused me was unrealThey should pay more than a refundIf not for [redacted] my agent at Cost You Less in Folsom Cacalming me down I was ready to explode on StonewoodYou should be so lucky that a professional such as [redacted] was there to work with meHe apologies to me and it felt personaleven apologies for the dead beat StonewoodPoor guy should not ever have to do thatStonewood should apologies to all clients by hand and in person!Sincerely [redacted]
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 lossA denial was mailed to the insured on 5/20/ We did secure an expert to review the damage photosThe 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
The insured, Mr***, [redacted] started a policy with us by way of his broker on 3/26/ He renewed for a second term on 3/26/ 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 $cancellation fee However, there was still a balance due of $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
Hello:I am responding to Mr***’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 ***When paying on a month to month basis, the first installment billing goes out approximately 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 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 that was sent to you with your policy documents on 11/20/15, Enclosure 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 On 12/15/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 cancellationYou 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 $from your broker’s EFT account to start the policy, no other payments were receivedHopefully we have addressed all areas of concern[redacted] Underwriting & Customer SvsManager [redacted] * [redacted] * [redacted]
Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is a little okay with me This could go on and onSo I have decided to send the company-Stonewood Insurance- my replacement policy for a possible backdate of cancellation as they statedThis way we resolve this and everyone go their wayMuch I have learnt Thank you the docs have been sent through [redacted] Sincerely, [redacted]
In response to the insured’s rejection of our explanation that the policy fees were disclosed to her at point of sale of the insurance policy, I am attaching a copy of the documents that she electronically signed/accepted through an on-line policy process known as [redacted] *** The insured purchased this policy online through a broker This process is used at the convenience of the insured so that necessary signatures can be obtained without having to physically go to the broker’s office Please refer to the last page that indicates the applicable fees and the insured’s acceptance of these at 10/30/at 11:p.m As previously stated, if the insured can provide something from the dealership showing when the vehicle was returned or that she never took possession, we would be willing to review this and possibly backdate the cancellation, reducing the coverage charges As for the fees, we are unable to waive these as we must remain in compliance as directed by state regulations in which we adhere to our own guidelines [redacted] Underwriting & Customer SvsManagerPhone | [redacted] ***E-Mail | [redacted]
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/ 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
GSP [redacted] The insured, [redacted] , purchased a Non-Owners liability insurance policy with Stonewood Insurance through his broker, effective 12/20/ 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 InsuranceOn 12/21/we received an endorsement request from the broker to add 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/ We then discovered a cancellation request that was submitted on 12/28/ This was also processed and the policy was cancelled as requested leaving a remaining balance due of $ 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
This policy was originally written on 12/13/through an online process One of the questions asked on the application/contract is, “are all residents of your household 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/ 4:10: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/ 4:10: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 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 12/04/12: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, 12/04/12: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
I am rejecting this response because:Thank you for your responseIn my complain I never mentioned that I had an issue with the change in premium price due to an at fault incident in It was not an issueYou also made it seem like I had something to hideNoEveryone knows that when you are getting insurance you have all your records of driving out thereMy issue were that there was a policy fee charge, there was a membership fee, and it also said other charges which were not specificI have never heard of this before and all I did was to call for clarificationAnd I was treated like a nobodyYou mentioned some of those charges in your responseWhat 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 4thIf this is true, which it is, why is another month's bill due on the 5th of December barely days after the first bill was fully paid? Those were my questions that were not answered.your company has an image to protectThe customer service I received was beyond terrible, and even after I voiced it out not one of you called, wrote or did anything to apologizeInstead you were focused on how to get more money from meYou said I could not cancel my insurance unless it is in writingYou also said it would take daysYou admitted to all these in your responseBut that is not what California law saysIn other words you were buying time to charge me another month instead of addressing the rough way I was handled on the phoneLastly, 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 faultIf 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 2ndSince I cannot upload it here on my phone I could give you the policy number to verify: [redacted] It was effective December 2nd I can't be making two insurance paymentsI can cancel my insurance anytimeYou 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 monthIt was $on the 16th of NovemberAnd then two weeks later another $So why won't I question yet another bill due on the 4th of December, especially after paying over $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
I am rejecting this response because: The demand of payment is unfairI understand I was late a couple timesWhen 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 moneyUnfortunately due to the high bill, and lack of communication between Stonewood and [redacted] , I was left paying more then I was quotedI had a minor fender bender that happened right before I reinstated the policy, and that's why Stonewood was of no assistanceI understand that though, and hold no accountability on Stonewood at this pointBut the fact of the matter is, they are trying to make me pay for a service I didn't useWhen I didn't pay, the policy was cancelledAnd with that, the accident was also of no liability to stonewoodSo to ask for payment of a policy that was cancelled is unfairI did in fact open a policy with Infinity insurance through [redacted] , and specifically asked that they cancel all ties with stonewoodI was informed by the male employee that he would take care of it, and the new policy was then madeI don't understand why stonewood feels I owe over $for an insurance policy that was never used, and apparently cancelled due to non payment
[redacted] An auto insurance policy was initiated through us on behalf of the insured, [redacted] by her broker, effective 10/30/ After this, the next correspondence received on the insured’s behalf was on 11/04/in which we received an email from her broker stating the following: From: [redacted] Sent: Wednesday, November 04, 5:PM To: SW-Customer Service Review Subject: FW: Signed Consent pol # [redacted] Hello, Attached is a cancellation letter from ni pol # [redacted] *ust waiting on Dealership letter that she did not take possesion of vehPlease give us a call back if you have any questions or concerns at numbers listed belowThank You [redacted] Customer Service Representative Insurance Services Center The letter provided was a handwritten statement by the insured, advising that she wanted to cancel the policy as she had not taken possession of the vehicle As indicated in the above email from the broker, we did not receive a letter from the auto dealership confirming that the insured never took the vehicle from the dealership lot (possession) therefore, the policy was cancelled effective 11/05/ A cancellation cannot be backdated without sufficient proof to do soThe insured contacted our office on 11/16/to inquire about a refund She was advised that it takes to days from the date of processing On 12/10/a refund check was issued to the insured in the amount of $ We received a call from the insured on 12/14/regarding the refund amount, at which time she was given a breakdown of the charges, as follows: $ Earned premium for the period of 10/30/to 11/04/$ Policy fee $ Fraud fee $ NSD Membership dues $ Installment fee $ Cancellation fee $ Total Due - ($158.68) Amount received from insured - ($ 25.92) Balance – refunded on 12/10/ We apologize for any misunderstanding the insured may have had regarding the policy charges, however, we are in compliance with state codes and regulations that require us to disclose our fees on the initial application for insurance that the insured signs at point of sale and on the policy documents that are immediately provided when the policy is issued It is possible that the insured may have provided a larger down payment to her broker and had other conversations with them, than the ones we have indicated She would have to contact them directly to obtain this information, as we are separate entities
[redacted] The insured, [redacted] renewed her auto insurance policy with Stonewood Insurance for a second term, effective 9/04/ Regarding the issue outlined in the filed complaint, below is a narration of events relating to the billing of this policy: October payment received from the insured on 10/27/16.Payment returned as unpaid on 11/01/($Returned Item fee incurred) Insured is notified accordingly.Payment replaced by insured on 11/05/(short the Returned Item fee)Next payment due by 12/08/12:01am to avoid cancellation (including Returned Item fee) Minimum amount due $ Insured is notified and billed accordingly.Received payment from insured on 12/05/in the amount of $(short the Returned Item fee) Did not receive minimum amount as billed and notified, therefore policy cancelled on 12/08/12:a.mReceived another payment from the insured on 12/08/at 4:08pm in the amount of $ Policy is reinstated with a lapse in coverage ($Reinstatement fee incurred) Insured is notified accordingly.On 12/09/we received notification that the prior $payment received from the insured was returned unpaid (another $Returned Item fee is incurred) The insured is notified accordingly.Notice of Cancellation is issued to the insured on 12/27/for the minimum amount due of $(including unpaid fees), to be received by 1/06/12:01am Received a payment from the insured on 1/02/in the amount of $ Less than the minimum amount required, therefore, policy cancelled for non-payment.On 1/11/a Notice of Reinstatement Offer is mailed to the insured advising that the amount required to reinstate the policy would be $ On 1/12/we received a call from the insured inquiring about her policy Our notes indicate that she was advised the amount required to reinstate the policy as of that day would be $ On 1/12/the insured made an on-line payment in the amount of $25.00.On 1/16/the insured called again to inquire about her policy Once again she was advised of the required amount of $to reinstate.On 1/16/the call was escalated to our Customer Service supervisor who also advised of the amount necessary to reinstate In conclusion, the billing issues on this policy originated from the returned (unpaid) payments and the multiple “short” payments received, causing the billing to be unable to catch up In each instance, the insured was properly billed and notified As of this date, sufficient payment for reinstatement has not been received and the policy remains cancelled Below is a current accounting breakdown (all fees are disclosed on policy application at point of sale and on every coverage declaration page issued, as required by California Insurance Codes and Regulations): $ Earned premium for the active period of 9/04/to 1/06/$ Policy fee $ Fraud fee $ NSD Membership dues $ MVR fee $ Installment fees – @ $each $ Returned Item fees – @ $each $ Reinstatement fee $ Total amount due -$ Total amount received from the insured $ Remaining Balance Due We apologize for any inconvenience on the part of the insured and hope that we have satisfactorily explained our position in this matter