Swift Creek Insurance

RE: ID# [redacted] - [redacted] , Swift Creek InsuranceI received the complaint to the Revdex.com on behalf of [redacted] , Friday, November 14, I will respond to what I can, but unfortunately, there is much I will be unable to respond to [redacted] first statement was, on several occasions, phone calls went unreturned for “a week or two.” It is our belief that this is not the case If we could be provided with the dates of the calls that were not returned, I can review notes and call logs to make a determinationSecondly, he stated his policy was not cancelled in a timely fashion, in his mind On our end, there was a “glitch,” as we told him When we scanned the cancellation and his new declarations page, we did not realize the scanner picked up two pages at a time When we discovered the error, we immediately re-sent both documents to the insurance company and verified both documents were receivedLastly, he stated we “cost” him $ I have no idea how to respond to this His demands for money from us ranged from $to “over 300$.” (sic) In order to respond this I would need to know specifically what we did (or didn’t) do and how that action or inaction incurred this cost to him In addition, I would need the losses itemized, with documentation before I could reply

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Swift Creek Insurance regarding complaint
ID***
Regards,*** ***

RE: ID# [redacted] -[redacted], Swift Creek InsuranceI received the complaint to the Revdex.com on behalf of [redacted], Friday, November 14, 2014.  I will respond to what I can, but unfortunately, there is much I will be unable to respond to. [redacted] first statement was, on several occasions, phone calls went unreturned for “a week or two.”  It is our belief that this is not the case.  If we could be provided with the dates of the calls that were not returned, I can review notes and call logs to make a determination. Secondly, he stated his policy was not cancelled in a timely fashion, in his mind.  On our end, there was a “glitch,” as we told him.  When we scanned the cancellation and his new declarations page, we did not realize the scanner picked up two pages at a time.  When we discovered the error, we immediately re-sent both documents to the insurance company and verified both documents were received. Lastly, he stated we “cost” him $82.  I have no idea how to respond to this.  His demands for money from us ranged from $35 to “over 300$.” (sic)  In order to respond this I would need to know specifically what we did (or didn’t) do and how that action or inaction incurred this cost to him.  In addition, I would need the losses itemized, with documentation before I could reply.

Review: The Business at question is an [redacted] through which I obtained a policy. While the policy was active I tried numerous times to contact the agents by calling and leaving voicemails explaining my need to have important policy-related questions answered. Upon leaving these voicemails I would not hear back from anyone for a week or two, by that time the issues were already resolved. After this happened twice I decided to find another insurance policy, when I found it I again tried to get in contact with the agents which was once again a challenge. when I finally made contact with one of the other employees in the office I explained my situation and sent the necessary documents to have my policy cancelled before my next bill. Assuming the issue was resolved I started my new policy, a few days later the payment for the policy which they were supposed to cancel came out of my account. I once again tried to get in contact with someone, after another day or two I finally heard back and continued to try to resolve the issue. after it was all said and done I had sent the required documents to cancel my policy 4 times in total and then had to hand deliver because they claimed they were not getting anything. when I brought them the paperwork myself they said they would take care of the issue right away. A few days later I called to find out the status of the refund I was entitled and was told it could take up to two weeks to process. two weeks later I called again and was told there was a "glitch" in the system and I should be receiving my refund in the next few days. So I called the insurance company themselves who told me they had just received the cancel forms that day....nearly a month after the policy was supposed to be cancelled. Since the last time I spoke with anyone from the agency, I have tried calling at least 3 times and every time my call is ignored and responded too with an email.Desired Settlement: After my refund finally arrived exactly a month after it was supposed to be cancelled it was 82$ short of what was taken from me when the insurance agents failed to return my calls and do what I needed them to do.

Consumer

Response:

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]

At this time, I have not been contacted by Swift Creek Insurance regarding complaint ID[redacted].

Regards,

Business

Response:

RE: ID# [redacted], Swift Creek InsuranceI received the complaint to the Revdex.com on behalf of [redacted], Friday, November 14, 2014. I will respond to what I can, but unfortunately, there is much I will be unable to respond to. [redacted] first statement was, on several occasions, phone calls went unreturned for “a week or two.” It is our belief that this is not the case. If we could be provided with the dates of the calls that were not returned, I can review notes and call logs to make a determination. Secondly, he stated his policy was not cancelled in a timely fashion, in his mind. On our end, there was a “glitch,” as we told him. When we scanned the cancellation and his new declarations page, we did not realize the scanner picked up two pages at a time. When we discovered the error, we immediately re-sent both documents to the insurance company and verified both documents were received. Lastly, he stated we “cost” him $82. I have no idea how to respond to this. His demands for money from us ranged from $35 to “over 300$.” (sic) In order to respond this I would need to know specifically what we did (or didn’t) do and how that action or inaction incurred this cost to him. In addition, I would need the losses itemized, with documentation before I could reply.