The Zabbia Insurance Agency

[redacted] called our agency at 7:00pm on and spoke to one of my agentsWe had been going back and forth about her switching to [redacted] [redacted] told [redacted] that they wouldn’t lower their rate so she decided to switch to [redacted] for her auto insurance, and Occidental for her home insuranceWe told [redacted] that we would cancel her existing policies and get her a refund The next morning, 814, [redacted] emailed us that she decided to stay with [redacted] Somehow, they were able to lower their rate once she told them that she was switching to [redacted] I immediately questioned her decision, and told her we had already started the process, bound her policies with [redacted] and requested that the [redacted] policies be cancelledShe didn’t respond to my email so I emailed her again on that we would need proof to cancel the policy since coverage was already boundI didn’t want her to have a problem with the NY State Department of Motor Vehicles if she had a lapseI reached out to her representative at [redacted] , but they never responded to me to provide me with a cancellation request On [redacted] emailed us to see if the policy had been cancelledI replied that we still need proof that she had coverage, or needed a written request to cancel itI sent her a form that all she had to do was sign and return it to usOn she emailed me again, and I cancelled the home insuranceI explained that we needed the form filled out to cancel the home insurance On 9/ [redacted] reached out to [redacted] ’s corporate office to cancel the policy [redacted] called me to find out what happenedThey reached out to her and explained that we needed the form filled outI resent her the form and she signed it and sent it backAt that point we cancelled her policy It would have been easier for me to just cancel all of her policies, but I have a fiduciary responsibility to look out for my customers, even if they are choosing not to do business with usIf I had cancelled her policy, and she had a claim that wasn’t covered by [redacted] because they cancelled their policy, I would be responsibleShe provided us with payment, and we emailed her the applications to sign, so I don’t understand how she is saying that she never authorized the policies I have copies of all of the emails if you would like me to send them to you to verify what happened Thank you for your time [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I forwarded the same e-mail, as well as pages of correspondence of my getting a run-around [redacted] 's welcome e-mail clearly states she 'would be' handling the cancellation of my current policies She received my response of cancellation hour later [redacted] stated in his initial response to my complaint that his August [redacted] e-mail to me explained the process was already started As you can see that is not the case He simply requested I reconsider With all that said, from 7PM to 9AM the following morning not being in the insurance industry lets say the process was started and could not be stopped or reversed, there is no excuse that I was not told on the [redacted] a signature was required to cancel the auto policy and the required release scanned to me to cancel the home owners when I e-mailed my cancellation Lets go with his excuse I did not respond to his request that I reconsider, at the very least this could have been handled during our correspondence on September *** I had to contact the [redacted] Corporate Office not only onceIt took contact with Corporate before [redacted] forwarded the necessary release which should have been done weeks prior [redacted] did not look out for his customer, even one that chose not to do business with him as he states he does I have worked in public relations in excess of years and would never handle a client or prosepctive client in the manner in which [redacted] has handled this situationThere is not excuse In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
*** *** did not immediately notify me on 8/*** they already started the process and bound the insurance policiesI received an e-mail attempting to save my account and requesting I reconsider(copy e-mailed under separate cover)IF I reconsidered *** *** would be the first person I called, I did notThere is a mention in *** ***'s response of applications being sent to be signed, nothing was signed nor returned
September *** I received a soliciting e-mail from *** ***'s agency(copy e-mailed under separate cover)I have no reason to think they moved forward with the policies
I received an e-mail from *** *** on September *** they had already moved forward canceling my insurance policies with *** ***(copy e-mailed under separate cover)There was no authorization to move forwardAs early as September *** there is no mention of needing anything in writing. It took till September *** to get the final document needed
With my initial complaint I had already faxed pages of e-mailsI do apologize if I send duplicates
I e-mailed under separate cover ***'s Corporate Office e-mail from September *** they canceled the auto policySeptember *** *** ***'s e-mail claims he was going to cancel it, thanks it was already taken care of(copy e-mailed under separate cover).
Also e-mailed under separate cover was ***'s Corporate Office e-mail from September *** they reached out to *** *** to get me the required release to cancel the home owner's policyUpon Corporate's request I did finally receive and immediately return same
I signed on the evening of August *** and promptly canceled the morning of August ***These policies should have not gone forward, cancellation and/or attempt to cancel my existing policies should have not gone forward. It should not have taken virtually a month to get the required document
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I forwarded the same e-mail, as well as 7 pages of correspondence of my getting a run-around.
[redacted]'s welcome e-mail clearly states she 'would be' handling the cancellation of my current policies.  She received my response of cancellation 1 hour later. 
 [redacted] stated in his initial response to my complaint that his August [redacted] e-mail to me explained the process was already started.  As you can see that is not the case.  He simply requested I reconsider.
 With all that said, from 7PM to 9AM the following morning not being in the insurance industry lets say the process was started and could not be stopped or reversed, there is no excuse that I was not told on the [redacted] a signature was required to cancel the auto policy and the required release scanned to me to cancel the home owners when I e-mailed my cancellation.  Lets go with his excuse I did not respond to his request that I reconsider, at the very least this could have been handled during our correspondence on September [redacted].  .
 I had to contact the [redacted] Corporate Office not only once. It took contact with Corporate before [redacted] forwarded the necessary release which should have been done weeks prior.
 [redacted] did not look out for his customer, even one that chose not to do business with him as he states he does.  I have worked in public relations in excess of 30 years and would never handle a client or prosepctive client in the manner in which [redacted] has handled this situation. There is not excuse.

 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted] called our agency at 7:00pm on 8/**/14 and spoke to one of my agents. We had been going back and forth about her switching to [redacted]. [redacted] told [redacted] that they wouldn’t lower their rate so she decided to switch to [redacted] for her auto insurance, and Occidental for her home...

insurance. We told [redacted] that we would cancel her existing policies and get her a refund.
The next morning, 8/**/14, [redacted] emailed us that she decided to stay with [redacted]. Somehow, they were able to lower their rate once she told them that she was switching to [redacted]. I immediately questioned her decision, and told her we had already started the process, bound her policies with [redacted] and requested that the [redacted] policies be cancelled. She didn’t respond to my email so I emailed her again on 9/*/14. I explained to her on 9/*/14 that we would need proof to cancel the policy since coverage was already bound. I didn’t want her to have a problem with the NY State Department of Motor Vehicles if she had a lapse. I reached out to her representative at [redacted], but they never responded to me to provide me with a cancellation request.
On 9/**/14 [redacted] emailed us to see if the policy had been cancelled. I replied that we still need proof that she had coverage, or needed a written request to cancel it. I sent her a form that all she had to do was sign and return it to us. On 9/**/2014 she emailed me again, and I cancelled the home insurance. I explained that we needed the form filled out to cancel the home insurance.
On 9/[redacted] reached out to [redacted]’s corporate office to cancel the policy. [redacted] called me to find out what happened. They reached out to her and explained that we needed the form filled out. I resent her the form and she signed it and sent it back. At that point we cancelled her policy.
It would have been easier for me to just cancel all of her policies, but I have a fiduciary responsibility to look out for my customers, even if they are choosing not to do business with us. If I had cancelled her policy, and she had a claim that wasn’t covered by [redacted] because they cancelled their policy, I would be responsible. She provided us with payment, and we emailed her the applications to sign, so I don’t understand how she is saying that she never authorized the policies.
I have copies of all of the emails if you would like me to send them to you to verify what happened.
Thank you for your time.
[redacted]

The email that [redacted] replied to from [redacted] clearly welcomes her to the agency and states that she will be handling the cancellation of the current policies. She assumed that since she called after hours that the policy hadn't started yet.  The applications were bound once [redacted] provided payment on the auto policy and she did give authorization to go ahead.  Attached is the email from [redacted], with [redacted]'s request to not go ahead with [redacted] and my reply.  She didn't respond to this email, so I followed up to see what she wanted to do.

Review: The evening of 8/**/14 I verbally purchased both an auto and home owners insurance policies. 9:17 the next morning I e-mailed and canceled same. Regardless of my canceling the agency went forward with both policies. 9/[redacted] notified me they started the cancellation process with my current insurance carrier which was not authorized. The e-mails start.

I have verified with my current carrier my insurance has not been canceled, has never been canceled, and I have continuous coverage on both my auto and home owners policies for over 25 years. 9/[redacted] e-mailed he needed confirmation of coverage from [redacted], my agent confirmed same. 9/** is the first time a signature is requested, I e-mail [redacted] a copy of my 8/** cancellation signed. 9/** now another form is needed to cancel the home owners which is being 'resent'. I have never received this form and now my mortgage carrier has sent a letter stating I have 2 policies and have paid both, escrow shortage.Desired Settlement: Finish this nightmare. Get whatever document is required after 3 weeks to cancel the home owners policy that was not authorized. I handled the auto policy cancellation directly with [redacted]. A full refund that I will return to my mortgage carrier/my escrow account.

Business

Response:

[redacted] called our agency at 7:00pm on 8/**/14 and spoke to one of my agents. We had been going back and forth about her switching to [redacted]. [redacted] told [redacted] that they wouldn’t lower their rate so she decided to switch to [redacted] for her auto insurance, and Occidental for her home insurance. We told [redacted] that we would cancel her existing policies and get her a refund.

The next morning, 8/**/14, [redacted] emailed us that she decided to stay with [redacted]. Somehow, they were able to lower their rate once she told them that she was switching to [redacted]. I immediately questioned her decision, and told her we had already started the process, bound her policies with [redacted] and requested that the [redacted] policies be cancelled. She didn’t respond to my email so I emailed her again on 9/*/14. I explained to her on 9/*/14 that we would need proof to cancel the policy since coverage was already bound. I didn’t want her to have a problem with the NY State Department of Motor Vehicles if she had a lapse. I reached out to her representative at [redacted], but they never responded to me to provide me with a cancellation request.

On 9/**/14 [redacted] emailed us to see if the policy had been cancelled. I replied that we still need proof that she had coverage, or needed a written request to cancel it. I sent her a form that all she had to do was sign and return it to us. On 9/**/2014 she emailed me again, and I cancelled the home insurance. I explained that we needed the form filled out to cancel the home insurance.

On 9/[redacted] reached out to [redacted]’s corporate office to cancel the policy. [redacted] called me to find out what happened. They reached out to her and explained that we needed the form filled out. I resent her the form and she signed it and sent it back. At that point we cancelled her policy.

It would have been easier for me to just cancel all of her policies, but I have a fiduciary responsibility to look out for my customers, even if they are choosing not to do business with us. If I had cancelled her policy, and she had a claim that wasn’t covered by [redacted] because they cancelled their policy, I would be responsible. She provided us with payment, and we emailed her the applications to sign, so I don’t understand how she is saying that she never authorized the policies.

I have copies of all of the emails if you would like me to send them to you to verify what happened.

Thank you for your time.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[redacted] did not immediately notify me on 8/[redacted] they already started the process and bound the insurance policies. I received an e-mail attempting to save my account and requesting I reconsider(copy e-mailed under separate cover). IF I reconsidered [redacted] would be the first person I called, I did not. There is a mention in [redacted]'s response of applications being sent to be signed, nothing was signed nor returned.

September [redacted] I received a soliciting e-mail from [redacted]'s agency(copy e-mailed under separate cover). I have no reason to think they moved forward with the policies.

I received an e-mail from [redacted] on September [redacted] they had already moved forward canceling my insurance policies with [redacted](copy e-mailed under separate cover). There was no authorization to move forward. As early as September [redacted] there is no mention of needing anything in writing. It took till September [redacted] to get the final document needed.

With my initial complaint I had already faxed 7 pages of e-mails. I do apologize if I send duplicates.

I e-mailed under separate cover [redacted]'s Corporate Office e-mail from September [redacted] they canceled the auto policy. September [redacted]'s e-mail claims he was going to cancel it, thanks it was already taken care of(copy e-mailed under separate cover).

Also e-mailed under separate cover was [redacted]'s Corporate Office e-mail from September [redacted] they reached out to [redacted] to get me the required release to cancel the home owner's policy. Upon Corporate's request I did finally receive and immediately return same.

I signed on the evening of August [redacted] and promptly canceled the morning of August [redacted]. These policies should have not gone forward, cancellation and/or attempt to cancel my existing policies should have not gone forward. It should not have taken virtually a month to get the required document.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The email that [redacted] replied to from [redacted] clearly welcomes her to the agency and states that she will be handling the cancellation of the current policies. She assumed that since she called after hours that the policy hadn't started yet. The applications were bound once [redacted] provided payment on the auto policy and she did give authorization to go ahead. Attached is the email from [redacted], with [redacted]'s request to not go ahead with [redacted] and my reply. She didn't respond to this email, so I followed up to see what she wanted to do.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I forwarded the same e-mail, as well as 7 pages of correspondence of my getting a run-around.

[redacted]'s welcome e-mail clearly states she 'would be' handling the cancellation of my current policies. She received my response of cancellation 1 hour later.

[redacted] stated in his initial response to my complaint that his August [redacted] e-mail to me explained the process was already started. As you can see that is not the case. He simply requested I reconsider.

With all that said, from 7PM to 9AM the following morning not being in the insurance industry lets say the process was started and could not be stopped or reversed, there is no excuse that I was not told on the [redacted] a signature was required to cancel the auto policy and the required release scanned to me to cancel the home owners when I e-mailed my cancellation. Lets go with his excuse I did not respond to his request that I reconsider, at the very least this could have been handled during our correspondence on September [redacted]. .

I had to contact the [redacted] Corporate Office not only once. It took contact with Corporate before [redacted] forwarded the necessary release which should have been done weeks prior.

[redacted] did not look out for his customer, even one that chose not to do business with him as he states he does. I have worked in public relations in excess of 30 years and would never handle a client or prosepctive client in the manner in which [redacted] has handled this situation. There is not excuse.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,