Towles Insurance, Incorporated

07/17/14Dear [redacted] ***:After reviewing the above listed complaint I am totally stunned.I have worked very hard to maintain good relations with my customers and the general publicI have always put the needs of my clients firstIf you check your records you j/ill not find a single complaint about me.My client told me she was going with another insurance company due to getting a better premiumI ask her if I could try to find her a better rate with one of my other companiesShe agreed to let me tryI was able to find a better price than the other company she was going to change toWhen reviewing the policies and the coverages I explained the Homeowners had a $1,deductible and a 10% of dwelling deductible for any windstorm or hail damageThis premium was $for the year.The client signed the forms and gave me payment for the two policiesWe uploaded the policies and gave her the required documentation.The [redacted] Insurance Company inspected the property and found problems with the roof and cancelled the policyI went out and look at the roof and didn't see the problem, I asked the insured if I could send a roofer out and look at itThey said okThe roofer agreed that the roof had the problem the [redacted] foundThe client sent out several other roofers who did not find the problem but found hail damage due a hail and wind storm -The client came in and filed a claimThe [redacted] denied the claim due to the 10% deductibile for hail damageThe [redacted] still cancelled the Homeowners and the client filed a complaint with the State insurance Commissioner and with youThe insured is in the process of changing the auto insurance to a new company.I have always acted in a professional manner with this client and have always attempted to do the best I was able to do for them.I have spent a lot of time with this client over the past several years.Very truly yours,

August 12, Dear ** ***,This letter is in response to my claim against Towles Insurance Agency claim ID ***.In the second paragraph of his response, I did not ask to change insurance companies for a better premium*** *** told me that my insurance, ***'s, was pulling out of PA so he had to find me another insurance carrierTherefore on his advice, being my agent for many years, I agreed to what he was offeringHe never explained the new policy to me, neither the deductible amount, items covered or any changes from my current ***'sBy the way, ***'s is still in PA and advertising on TV.In the third paragraph, *** never came to the house to look at the roofHe sent his "buddy" a roofer, to look at the roofThis buddy agreed there were problems with the shinglesI then contacted several other roofersSome of them saw a small problem with some shingles, but most importantly they found hail damage from a recent stormMy roof was not covered by insurance because of the 10% deductible clause that I was not aware of when receiving my policy.In the last paragraph, I do not consider *** "professional"In front of my daughters and I, he belittled his staff, degrading their personal lives and work ethicsI really did not need to hear all of that.Sincerely,

07/17/14Dear [redacted]:After reviewing the above listed complaint I am totally stunned.I have worked very hard to maintain good relations with my customers and the general public. I have always put the needs of my clients first. If you check your records you j/ill not find a...

single complaint about me.My client told me she was going with another insurance company due to getting a better premium. I ask her if I could try to find her a better rate with one of my other companies. She agreed to let me try. I was able to find a better price than the other company she was going to change to. When reviewing the policies and the coverages I explained the Homeowners had a $1,000.00 deductible and a 10% of dwelling deductible for any windstorm or hail damage. This premium was $366.00 for the year.The client signed the forms and gave me payment for the two policies. We uploaded the policies and gave her the required documentation.The [redacted] Insurance Company inspected the property and found problems with the roof and cancelled the policy. I went out and look at the roof and didn't see the problem, I asked the insured if I could send a roofer out and look at it. They said ok. The roofer agreed that the roof had the problem the [redacted] found. The client sent out several other roofers who did not find the problem but found hail damage due a hail and wind storm -The client came in and filed a claim. The [redacted] denied the claim due to the 10% deductibile for hail damage. The [redacted] still cancelled the Homeowners and the client filed a complaint with the State insurance Commissioner and with you. The insured is in the process of changing the auto insurance to a new company.I have always acted in a professional manner with this client and have always attempted to do the best I was able to do for them.I have spent a lot of time with this client over the past several years.Very truly yours,