The Van Dyk Group

We have resolved this situation with Janine [redacted] . In this case, unfortunately Ms [redacted] did not inform our agency (The Van Dyk Group) that she wished to cancel this policy until September of 2015. When she stated that in June she called to inform them that she no longer needed this policy, she in fact called [redacted] directly. At that time, a renewal bill had already been sent to the mortgage company. The mortgage company later issued full payment to [redacted] to renew this policy. According to federal guidelines, flood insurance must be carried on a property in a flood zone with a mortgage. [redacted] was required to renew this policy.The Van Dyk Group was made aware of this situation on September 16, 2015. We then began to process of trying to cancel this policy for Ms [redacted] . However, again according to federal guidelines, a flood policy cannot be cancelled mid-term simply at the request of the insured. There must be proof of duplicate coverage, or the property must be sold or demolished in order to cancel in this way. We were able to provide proof of duplicate coverage for the Building coverage, however we did not have the option to cancel the coverage in place on Contents. In late November we advised Ms [redacted] of this situation, and let her know that we could remove all building coverage from her policy and generate a refund of $1,183, but she would be required to carry the contents coverage for the remainder of the policy term. On 12/2/Ms [redacted] advised us that this is not acceptable and she wanted a full policy refund. We attempted after that time to get this accomplished, but this was not an option per federal guidelines. I spoke to Ms [redacted] in December of to let her know this and that we could still get the refund of $1,to remove building coverage, and I would make sure that this policy does not renew again. I asked her to let me know if she would like me to proceed with this. At that time she told me that she would get back to me and let me know.We did not hear back from Ms [redacted] again until 3/4/2016, after she had already filed this complaint. At that time, she advised that she would like the refund for building coverage of $1,183. Our office processed that endorsement immediately, and a refund was issued from [redacted] that same day, 3/4/2016. I spoke to Ms [redacted] on the afternoon of 3/4/and she was satisfied with this resolution. Unfortunately I have had trouble responding to this complaint. If you need any further information please contact me.Thank you,Jeffrey [redacted] Vice President (Personal Insurance)The Van Dyk Group###-###-#### [redacted]

We have resolved this situation with Janine ***.? In this case, unfortunately Ms*** did not inform our agency (The Van Dyk Group) that she wished to cancel this policy until September of 2015.? When she stated that in June she called to inform them that she no longer
needed this policy, she in fact called *** directly.? At that time, a renewal bill had already been sent to the mortgage company.? The mortgage company later issued full payment to *** to renew this policy.? According to federal guidelines, flood insurance must be carried on a property in a flood zone with a mortgage.? *** was required to renew this policy.The Van Dyk Group was made aware of this situation on September 16, 2015.? We then began to process of trying to cancel this policy for Ms***.? However, again according to federal guidelines, a flood policy cannot be cancelled mid-term simply at the request of the insured.? There must be proof of duplicate coverage, or the property must be sold or demolished in order to cancel in this way.? We were able to provide proof of duplicate coverage for the Building coverage, however we did not have the option to cancel the coverage in place on Contents.? In late November we advised Ms*** of this situation, and let her know that we could remove all building coverage from her policy and generate a refund of $1,183, but she would be required to carry the contents coverage for the remainder of the policy term.? On 12/2/Ms*** advised us that this is not acceptable and she wanted a full policy refund.? We attempted after that time to get this accomplished, but this was not an option per federal guidelines.? I spoke to Ms*** in December of to? let her know this and that we could still get the refund of $1,to remove building coverage, and I would make sure that this policy does not renew again.? I? asked her to let me know if she would like me to proceed with this.? At that time she told me that she would get back to me and let me know.We did not hear back from Ms*** again until 3/4/2016, after she had already filed this complaint.? At that time, she advised that she would like the refund for building coverage of $1,183.? Our office processed that endorsement immediately, and a refund was issued from *** that same day, 3/4/2016.? I spoke to Ms*** on the afternoon of 3/4/and she was satisfied with this resolution.? Unfortunately I have had trouble responding to this complaint.? If you need any further information please contact me.Thank you,Jeffrey ** ***Vice President (Personal Insurance)The Van Dyk Group###-###-####***

We have resolved this situation with Janine [redacted].  In this case, unfortunately Ms. [redacted] did not inform our agency (The Van Dyk Group) that she wished to cancel this policy until September of 2015.  When she stated that in June 2015 she called to inform them that she no longer...

needed this policy, she in fact called [redacted] directly.  At that time, a renewal bill had already been sent to the mortgage company.  The mortgage company later issued full payment to [redacted] to renew this policy.  According to federal guidelines, flood insurance must be carried on a property in a flood zone with a mortgage.  [redacted] was required to renew this policy.The Van Dyk Group was made aware of this situation on September 16, 2015.  We then began to process of trying to cancel this policy for Ms. [redacted].  However, again according to federal guidelines, a flood policy cannot be cancelled mid-term simply at the request of the insured.  There must be proof of duplicate coverage, or the property must be sold or demolished in order to cancel in this way.  We were able to provide proof of duplicate coverage for the Building coverage, however we did not have the option to cancel the coverage in place on Contents.  In late November 2015 we advised Ms. [redacted] of this situation, and let her know that we could remove all building coverage from her policy and generate a refund of $1,183, but she would be required to carry the contents coverage for the remainder of the policy term.  On 12/2/2015 Ms. [redacted] advised us that this is not acceptable and she wanted a full policy refund.  We attempted after that time to get this accomplished, but this was not an option per federal guidelines.  I spoke to Ms. [redacted] in December of 2015 to let her know this and that we could still get the refund of $1,183 to remove building coverage, and I would make sure that this policy does not renew again.  I asked her to let me know if she would like me to proceed with this.  At that time she told me that she would get back to me and let me know.We did not hear back from Ms. [redacted] again until 3/4/2016, after she had already filed this complaint.  At that time, she advised that she would like the refund for building coverage of $1,183.  Our office processed that endorsement immediately, and a refund was issued from [redacted] that same day, 3/4/2016.  I spoke to Ms. [redacted] on the afternoon of 3/4/2016 and she was satisfied with this resolution.  Unfortunately I have had trouble responding to this complaint.  If you need any further information please contact me.Thank you,Jeffrey [redacted]Vice President (Personal Insurance)The Van Dyk Group###-###-####[redacted]