to the complaint filed on **/3/2014. I want to first say that we strive to place customer service first in our daily business. This is not my response to this complaint but this our motto here in the office and it is very sincere when I say that. I can even go as far as saying it was a pleasure to speak with customer and how she told me some of her family history and where her name came from. I let her know that I had ways of going about to accommodate them in regard to how far away they were away from the office. Everything seemed cordial and we had no problems. Now when it comes to the cancellation of the policy, Conversations remained civil and nice. Now I want to let you know that I have documented emails, phone call logs and notes and letters stating that she was going to get me the information needed to cancel the policy on the date that she needed. That way she could get a full refund. This is what is confusing me. She had emailed me and said that she would get me the information. Now I told her on several occasions that the new policy was needed for a couple of reasons. One, was duplicate coverage. If there are two policies in force, the customer can take their pick on which policy they want to keep in force. That’s why we asked for the new policy information and to make sure that he gets a full refund. I that repeated that several times. Second, was to make sure there wasn’t any lapse in coverage. That way, in case there was a claim during the transition, the truck and his welding equipment would be covered. I spoke to [redacted] on **/06/2014 and he told me that “in his eyes, he was cancelled with us.” I reiterated to him that this was nothing personal and if he bought a new policy somewhere else, that’s great. That happens in insurance, some times you lose a customer and sometimes you gain a customer. Every insurance agent know this is the nature of the business. I also noticed on the complaint that personal information could some how be obtained or compromised. I assured her from the beginning that we take that very serious and she even gave me her credit card info over the phone during the sales process. We shredded and deleted every other bit of information they gave us or that we had on them. The policy declarations page and ID card that we asked for did not have personal information on it. I don’t understand where they go the idea that their information could be compromised by sending us that. In summary, we want the customer happy. They aren’t happy and we want to fix this with open dialogue. We want the customer to know that the company we wrote her with will cancel that policy, effective the date she wrote coverage elsewhere, if they receive a copy of the other duplicate coverage. That is all I was trying to accomplish. [redacted]
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From: [redacted] Sent: Tuesday, [redacted] 25, 2014 10:27 AMTo: [redacted]Cc: [redacted]Subject: [redacted] In response...
to the complaint filed on **/3/2014. I want to first say that we strive to place customer service first in our daily business. This is not my response to this complaint but this our motto here in the office and it is very sincere when I say that. I can even go as far as saying it was a pleasure to speak with customer and how she told me some of her family history and where her name came from. I let her know that I had ways of going about to accommodate them in regard to how far away they were away from the office. Everything seemed cordial and we had no problems. Now when it comes to the cancellation of the policy, Conversations remained civil and nice. Now I want to let you know that I have documented emails, phone call logs and notes and letters stating that she was going to get me the information needed to cancel the policy on the date that she needed. That way she could get a full refund. This is what is confusing me. She had emailed me and said that she would get me the information. Now I told her on several occasions that the new policy was needed for a couple of reasons. One, was duplicate coverage. If there are two policies in force, the customer can take their pick on which policy they want to keep in force. That’s why we asked for the new policy information and to make sure that he gets a full refund. I that repeated that several times. Second, was to make sure there wasn’t any lapse in coverage. That way, in case there was a claim during the transition, the truck and his welding equipment would be covered. I spoke to [redacted] on **/06/2014 and he told me that “in his eyes, he was cancelled with us.” I reiterated to him that this was nothing personal and if he bought a new policy somewhere else, that’s great. That happens in insurance, some times you lose a customer and sometimes you gain a customer. Every insurance agent know this is the nature of the business. I also noticed on the complaint that personal information could some how be obtained or compromised. I assured her from the beginning that we take that very serious and she even gave me her credit card info over the phone during the sales process. We shredded and deleted every other bit of information they gave us or that we had on them. The policy declarations page and ID card that we asked for did not have personal information on it. I don’t understand where they go the idea that their information could be compromised by sending us that. In summary, we want the customer happy. They aren’t happy and we want to fix this with open dialogue. We want the customer to know that the company we wrote her with will cancel that policy, effective the date she wrote coverage elsewhere, if they receive a copy of the other duplicate coverage. That is all I was trying to accomplish. [redacted]
This e-mail & any attachments may contain confidential information and is intended for the addressee only. If you are not the intended recipient, you should destroy this message and notify the sender by reply e-mail. If you are not the addressee, any disclosure, reproduction or transmission of this e-mail is strictly prohibited. This e-mail has been scanned for viruses before being sent; however, it is recommended that the message & any attachments are also checked at the addressee's end. We will not be held responsible for any virus that is contracted via this e-mail. Coverage cannot be bound by email or voice mail.