On 8/1/16 - The insured's monthly installment of $13.50 was attempted8/8/2016 - The insured's installment kicked back from the bank as NSF, we sent an email letting her know the policy was now in pending cancellation. The email stated "It has come to our attention that your renters... insurance policy with ePremium Insurance is Pending Cancellation. Your policy is scheduled to cancel on September 5, 2016. If you are no longer residing at [redacted] please disregard this notification and click here. We will update our system so you will no longer receive these notices."8/11/2016 - The insured clicked on the "click here" link in the above pending cancellation notice to remove her email. However, this does not cancel the policy, it only removes your email so you do not continue to receive email notifications.9/1/2016 - The insured's account was drafted for the August installment (that previously didn't process) and for the September installment due ($13.50 x 2 = $27)9/6/2016 - Insured called in and spoke with a customer service representative to cancel the policy back to the date of 8/11/2016. The representative processed the insured's request.I apologize for the miscommunication. The link you clicked on does not cancel the renters insurance policy. An insured has to call in and speak with one of our representatives in order to cancel. We are going to clarify that email notification going forward so that it states it is not a cancellation. We appreciate your feedback and will issue you a refund for your remaining fee of $23.60.
On 8/1/16 - The insured's monthly installment of $13.50 was attempted8/8/2016 - The insured's installment kicked back from the bank as NSF, we sent an email letting her know the policy was now in pending cancellation. The email stated "It has come to our attention that your renters... insurance policy with ePremium Insurance is Pending Cancellation. Your policy is scheduled to cancel on September 5, 2016. If you are no longer residing at [redacted] please disregard this notification and click here. We will update our system so you will no longer receive these notices."8/11/2016 - The insured clicked on the "click here" link in the above pending cancellation notice to remove her email. However, this does not cancel the policy, it only removes your email so you do not continue to receive email notifications.9/1/2016 - The insured's account was drafted for the August installment (that previously didn't process) and for the September installment due ($13.50 x 2 = $27)9/6/2016 - Insured called in and spoke with a customer service representative to cancel the policy back to the date of 8/11/2016. The representative processed the insured's request.I apologize for the miscommunication. The link you clicked on does not cancel the renters insurance policy. An insured has to call in and speak with one of our representatives in order to cancel. We are going to clarify that email notification going forward so that it states it is not a cancellation. We appreciate your feedback and will issue you a refund for your remaining fee of $23.60.