Thadeus Hall Farmers Insurance

Review: I switched from farmers auto insurance company in June. Notification was sent to this insurance company from my new insurance company. They CC'ed me on it. [redacted] insurance turned me into collection 60 days later, there was no phone call no attempt to reach me. They said they turned me into collections for non-signature of a document. Upon receiving the collection notice in the mail I took the letter into his office and personally spoke with him. He made a copy and told me he would take care of it and call me. He calls less than two days later apologizing and said they owed me a refund and it would be in the mail and everything was taken care of. Now.... weeks later on a Friday evening I receive a collections call from this situation. He never resolved it and now I have to provide documentation to the collection company. I am very upset and would like this resolved ASAP!! He did not do what he said and now my credit score is being affected by [redacted]'s negligence. Not to mention the stress and humiliation of having to deal with a collection company and being harassed by phone calls.

Product_Or_Service: Auto Insurance

Account_Number: JXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

This needs to be resolved ASAP. I left a phone message for [redacted]. It is Friday evening and I am not sure when he will receive it. He needs to call this collection company and straighten everything out before I take legal action. This is a fraudulent claim on my credit score not to mention extremely poor business practice. Word of mouth is huge and so is social media. I want this removed from collections and I want his company to take care of it.

Business

Response:

Initial Business Response

It is Farmers Insurance Company's standard practice to require a signed request for any policy cancellation. I cannot cancel a policy based on a request from another company. As an agent for Farmers, I must comply with company practice and procedures. This was explained to the insured on numerous occasions and she was sent the necessary forms to sign and return. When she chose not to return the required forms, Farmers cancelled the policies for non-payment and several invoices for pro-rata earned premium were sent to the insured. When she chose not to address those invoices, Farmers sent the amount due to their contracted collection agency per standard practice. When the insured received notice for collection, she brought it to my office and insisted we cancel the policies retro, back to the date she initiated coverage with the other carrier. Again we explained that we would need signed cancellations and copies from her new carrier showing effective dates. When we finally received the required docs, we submitted them to Farmers and the policies were cancelled retro per her request, which removed the amount due and actually gave her a small credit. When the insured expressed concern over the affect on her credit score, I called Farmers billing department and the collection agency. I was assured by both that no credit bureau report was sent, so it would have no affect on her credit status. I was told by Farmers billing dept they would notify the collection agency that the account had been paid and the issue would be resolved. I communicated this to the insured and, apologized for any misunderstandings and put the file away. On Monday morning, 11-4-13, we had a voice mail left by the insured on the prior Friday evening after hours. Apparently she had received a call from the collection agency. I called them as soon as I got her message. They said the account was still pending so, per their instructions, I faxed them documentation showing the account had been paid in full. I called the insured and left a voice mail on her cell phone, confirming I had rec'd her voice mail and had sent the collection agency the requested documentation to resolve the matter. I have since called the collection agency and confirmed they received my fax. I have done everything within my ability to resolve this matter. This whole issue could have been avoided if Ms. [redacted] had returned the signed cancellations as originally requested and or responded to the numerous billing invoices sent to her prior to the account being sent for collection.