Suffolk Marketing

Ms *** *** initiated her auto policy with us on 7/4/Auto insurance is a month policy and billing is set on the effective date. She established EZ pay auto draft and with that had the option to set her draft date to her preference. She set her draft date on the 15th of
every month. We were drafting her account until she requested us to remove EZ pay draftThe account defaults to direct bill and the due date to the effective date of the 4th each month. Here is the timeline of bills and paymentsMar First payment after EZ pay removalMar First bill sent with due date of Apr 4th. Apr 14 Cancel notice sent with April and May payment due or policy will cancelApr payment received for AprilThis is not unusual for clients to pay late and clean up the remainder before next monthWe will reiterate that the remainder must be paid by the next due dateApr Special notice mailed stating NON_REINSTATEMENT due to insufficient payment and remainder must be paid by May 5th or the policy will cancelMay Payment received after cancellation date. Ms *** was given a conditional receipt stating the policy may not be reinstated due to payment made after the cancellation date. We gave Ms *** the option of starting a new policy that would offer coverage and she chose that option while we tried to get the now cancelled policy reinstated. We called our underwriting department and we were unable to reinstate Ms *** policy due to non payment Ms *** states she was told by one of my staff that nothing would change with her policy. I can only say that my staff are trained to know what happens when a client stops EZ pay. I have no phone recordings of any conversationsMail is the primary communication method in the insurance industry. We must rely on customers to open and read the mail we are mandated to send especially with important notices like cancellation of policies. When and how often notices are sent are regulated by the state and Allstate adheres closely to those regulationsIf Ms *** had opened and read the March regular bill she would have seen her due date was April 4th. If she was told nothing would change by my staff, she would at the least have a question that needed answering. A phone call to my office would have headed all this off. If Ms *** would have opened and read the April cancellation noticeShe would have known her policy would cancel if payment was not received by May 5th. If Ms *** would have opened and read the April Special Notice she again would have known she had until May 5th to make payment and avoid cancellation We have more than policies and we do our best to make sure all customers are fully informed of the coverages they have and what their payment requirements are at every interactionWe are not perfect which is why we have very deliberate and regulated mail processes.