Zinn Insurance Agency

Dear Sir,We are in receipt of the complaint submitted by [redacted] [redacted] has been a loyal customer with the Z [redacted] Insurance Agency since O9/O5/Prior totransferring his account to our agency on O9/05/by Broker of Record, he had been insured througha [redacted] agency in [redacted] .On 11/13/ [redacted] notified our company, through our website, to inform us he is purchasing a newcar and to secure an updated quote on his current auto policyCorey S***, his new customer serviceagent, contacted [redacted] asking him for additional information in order to provide a quote.On 11/14/ [redacted] provided Corey with additional information as requestedCorey provided aquote in the same current program currently in with replacing the vehicle as requestedAfter reviewingthe quote with [redacted] he requested to make the change based on the quote provided.On 11/15/ [redacted] contacted the agency confirming his tort option was switched from full tort tolimited tort per his requestThe agency confirmed the change was madeln addition suppiementalforms were submitted for [redacted] ’s signature and returned to our agency on 11/20/Z017.On 11/21/ [redacted] contacted our office to inform us of his new loss payee and the change wasupdated.On 11/21/ [redacted] contacted our agency as he was concerned about saving money on his autoratesPrior to this he called [redacted] and spoke to a customer service rep, Joe [redacted] informed usbased on the conversation with [redacted] that he could save money by going to Quantum #but Z***agency is not signed up for this program [redacted] asked [redacted] what agency is signed up for thisprogram in [redacted] County and was given another agency's nameAnne informed [redacted] she willcontact [redacted] rep (Joe) to understand more about the conversation that took piace [redacted] ’records conversation with clients and agentsThe [redacted] rep reviewed the recorded conversation thathe had with [redacted] and confirmed with Anne the information that [redacted] shared with our agency isnot the same information [redacted] reviewed with him.At this point in time, Anne contacted [redacted] to review her conversation with [redacted] it was at thistime [redacted] felt Anne was calling him a liarWhen simply what he informed us and the [redacted] recording was not the same.tireTrustedNeedless to say at this point in time the relationship deteriorated rapidly to an unacceptable level, (foullanguage and disrespectful comments) which I find shocking having a good relationship we had with himfor the past six years.Additional conversation in our activity is attached.Disappointingly [redacted] decided to take his disappointment out on our [redacted] even went as far asresponding offensively to our client Thanksgiving greeting card(Please see attached)On 11/28/Johnathan Z***, principal of agency, received a phone call from [redacted] informing us hewas very disappointed with our service and we should get our rating systems up to dateMrZ***apologized for any expectations that were not met and that he hopes the relationship with new Brokerwill be better.We received a Broker of Record from the other agency taking over the accountResearch was done andZ [redacted] insurance Agency does have access to the new program since the inception of the new program.it is our practice of the agency to review clients’ coverage at the time of the renewalAttached you willsee the annual review letter that went to [redacted] for the last years asking to review his insurances toconfirm we have him in the best programsThese letters were blatantly ignored.Z [redacted] prides itself in providing their clients with the best services available and saddened by this situationas express in our apology to [redacted] when he contacted MrZ***.A few facts to this case: [redacted] has been a client of Z [redacted] for years (O9/05/2011)IF [redacted] would have been eligible for Quantum #the earliest he would be able to access tothis program was O6/The fact that [redacted] made no effort to establish an annual review meeting after beingcontacted by us[redacted] does not notify their clients when upgraded programs are availableAgents normally reviewthis at their clients’ annual review after being contacted by the agent [redacted] made no effort to contactour agency to review his insurances.Based on these facts Z [redacted] does not feel that any back money is owed to insured.If any apologies should be made it should be by [redacted] to the Z [redacted] principals and staff for [redacted] crude and offensive behavior.Sincerely,Z [redacted] insurance LLCJohathan Z***, Principal

[omplaint: [redacted] I am rejecting this response because:I still have not received a apology from the Z [redacted] insurance principal.I have not receieved any recompense for overpayment of my policies since 2014.If I stayed with Z [redacted] my insurance would be for months.Now since transferring agencies who are up to date with their policies I am paying with new car replacement,deductible on glass,lower deductible for every months of clean driving etc all for plus % lower prices.Also Anne did call me a liar over the phone which I am sorry I dont have a recording of & I stand by all my [redacted] posts because they are true.? Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] ? Complaint: [redacted] I am rejecting this response because:I do accept the apology of MrZ***,however I believe some compensation should be awarded to me for the years of overpaying premiums & the nightmare & aggravation since this whole incident started.I am not expecting or asking for "complete" refund of policy but should be awarded something for all the aggravation & time(which is money) I had to endure.If I had not contacted [redacted] I would still be paying 30% more with far less coverage.Joe in customer service should be commended,not reprimanded,for helping a customer.I am paying a agency to look out for the best deal for me & that was obviously not the case here.So bottom line is apology accepted,but I believe monetary compensation is due.Merry Christmas.? ? ? ? Hi I forgot in my submission & wish u could add this one comment.According to [redacted] .com agents make less commission on selling theses newer policies and that is why I was not offered one,to line their pockets while consumers pay more.Thank you & Merry Christmas Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:I do accept the apology of MrZ***,however I believe some compensation should be awarded to me for the years of overpaying premiums & the nightmare & aggravation since this whole incident started.I am not expecting or asking for "complete" refund of policy but should be awarded something for all the aggravation & time(which is money) I had to endure.If I had not contacted [redacted] I would still be paying 30% more with far less coverage.Joe in customer service should be commended,not reprimanded,for helping a customer.I am paying a agency to look out for the best deal for me & that was obviously not the case here.So bottom line is apology accepted,but I believe monetary compensation is due.Merry Christmas Hi I forgot in my submission & wish u could add this one comment.According to [redacted] .com agents make less commission on selling theses newer policies and that is why I was not offered one,to line their pockets while consumers pay more.Thank you & Merry Christmas Regards, [redacted]

In response to relevant information letter December 13th.Response to each response:1)Z [redacted] introduction to the [redacted] when they responded to our annual review letter or whencircumstances changed and they contact our office.2) [redacted] legal department will need to respond to Mr [redacted] 3)Agency quoted Mr [redacted] 's account with three other competitive carriers when he called, they allhad higher premiums then his current [redacted] policy.4)It is industry standard to have contact with the client annually to offer a review of current policies.The large majority of our clients respond to our letter so that we can review new programs available.5)It is [redacted] practice not to recommend other agencies, it was brought to our attention that theRepresentative lvlr [redacted] spoke to did provide an agency name [redacted] supervisor has addressedthe representative and our agency on the oversight because of the breach in policyThis was confirmedfrom [redacted] recorded conversation with Mr [redacted] .6)Z [redacted] felt it was important to provide all of the information pertinent to this complaint.Sincerely,Z [redacted] Insurance LLCJonathan Z***, Principal Dear Mr [redacted] , As a partner and on behalf of Z [redacted] insurance please accept my apology for not providing you a quotewith the [redacted] program when you contacted the agency to make an automobile changeto your [redacted] policy on November 13, 2017.After reviewing the documented activity of that week, it is clear that although the Client Service Agenthad rated your coverage with three other competitive insurance carriers, he should have also contacted [redacted] to secure a [redacted] quote.Unfortunately, by missing this step it has caused a great deal of frustration and dissatisfaction and I amsorry for that.Insurance carriers will from time to time introduce new programs or creditsSome of the carriers _contact their insureds directly of the changes and others introduce the programs to their agents toquote new business and giving them access to the program to Complement their other offerings[redacted] has historically done this.We have found over the years that when the new program is introduced current policyholders rates arelower than the new programs being introduced and we need to review each account to make sure thatthe new program would benefit them or notA new program offering does not always mean savings toa policyholder depending on their circumstancesThis is one of the reasons we have implemented ourannual account review processThis gives us the opportunity to schedule an appointment to meet withthe intent to review coverage and current programs.It is true that some clients call only when their circumstances change but we have a very high responserate to our annual review letterWe make a number of changes and updates to policies when we meetwith our clients.I am sorry we did not have that opportunity to have conversations with you about this over the past sixyears, as we may have had the opportunity to introduce the [redacted] program at that time.Unfortunately, we did not have a response from you, from our annual review letters or at any othertime throughout your years with the Z [redacted] Agency; only recently when your circumstances changed.Again, I apologize that we neglected quoting you [redacted] when you called us in November whenyour circumstances changed.Z [redacted] does not feel that refunding premiums is warranted given we had not had a response to our lettersgiving you the opportunity to be heard.l hope that you will accept my sincere apology.Sincerely,Z [redacted] Insurance LLCJonathan Z***, Principal

In response to relevant information letter December 13th.Response to each response:1)Z*** introduction to the *** * when they responded to our annual review letter or whencircumstances changed and they contact our office.2)*** legal department will need to respond to Mr***3)Agency quoted Mr***'s account with three other competitive carriers when he called, they allhad higher premiums then his current *** policy.4)It is industry standard to have contact with the client annually to offer a review of current policies.The large majority of our clients respond to our letter so that we can review new programs available.5)It is *** practice not to recommend other agencies, it was brought to our attention that theRepresentative lvlr*** spoke to did provide an agency name*** supervisor has addressedthe representative and our agency on the oversight because of the breach in policyThis was confirmedfrom *** recorded conversation with Mr***.6)Z*** felt it was important to provide all of the information pertinent to this complaint.Sincerely,Z*** Insurance LLCJonathan Z***, Principal Dear Mr***, As a partner and on behalf of Z*** insurance please accept my apology for not providing you a quotewith the *** *** * program when you contacted the agency to make an automobile changeto your *** policy on November 13, 2017.After reviewing the documented activity of that week, it is clear that although the Client Service Agenthad rated your coverage with three other competitive insurance carriers, he should have also contacted*** to secure a *** * quote.Unfortunately, by missing this step it has caused a great deal of frustration and dissatisfaction and I amsorry for that.Insurance carriers will from time to time introduce new programs or creditsSome of the carriers _contact their insureds directly of the changes and others introduce the programs to their agents toquote new business and giving them access to the program to Complement their other offerings.*** has historically done this.We have found over the years that when the new program is introduced current policyholders rates arelower than the new programs being introduced and we need to review each account to make sure thatthe new program would benefit them or notA new program offering does not always mean savings toa policyholder depending on their circumstancesThis is one of the reasons we have implemented ourannual account review processThis gives us the opportunity to schedule an appointment to meet withthe intent to review coverage and current programs.It is true that some clients call only when their circumstances change but we have a very high responserate to our annual review letterWe make a number of changes and updates to policies when we meetwith our clients.I am sorry we did not have that opportunity to have conversations with you about this over the past sixyears, as we may have had the opportunity to introduce the *** * program at that time.Unfortunately, we did not have a response from you, from our annual review letters or at any othertime throughout your years with the Z*** Agency; only recently when your circumstances changed.Again, I apologize that we neglected quoting you *** * when you called us in November whenyour circumstances changed.Z*** does not feel that refunding premiums is warranted given we had not had a response to our lettersgiving you the opportunity to be heard.l hope that you will accept my sincere apology.Sincerely,Z*** Insurance LLCJonathan Z***, Principal

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:I do accept the apology of MrZ***,however I believe some compensation should be awarded to me for the years of overpaying premiums & the nightmare & aggravation since this whole incident started.I am not expecting or asking for "complete" refund of policy but should be awarded something for all the aggravation & time(which is money) I had to endure.If I had not contacted *** I would still be paying 30% more with far less coverage.Joe in customer service should be commended,not reprimanded,for helping a customer.I am paying a agency to look out for the best deal for me & that was obviously not the case here.So bottom line is apology accepted,but I believe monetary compensation is due.Merry Christmas. Hi I forgot in my submission & wish u could add this one comment.According to ***.com agents make less commission on selling theses newer policies and that is why I was not offered one,to line their pockets while consumers pay more.Thank you & Merry Christmas
Regards,
*** ***

Dear Sir,We are in receipt of the complaint submitted by *** ***.*** has been a loyal customer with the Z*** Insurance Agency since O9/O5/Prior totransferring his account to our agency on O9/05/by Broker of Record, he had been insured througha *** agency in ***.On
11/13/*** notified our company, through our website, to inform us he is purchasing a newcar and to secure an updated quote on his current auto policyCorey S***, his new customer serviceagent, contacted *** asking him for additional information in order to provide a quote.On 11/14/*** provided Corey with additional information as requestedCorey provided aquote in the same current program currently in with replacing the vehicle as requestedAfter reviewingthe quote with *** he requested to make the change based on the quote provided.On 11/15/*** contacted the agency confirming his tort option was switched from full tort tolimited tort per his requestThe agency confirmed the change was madeln addition suppiementalforms were submitted for ***’s signature and returned to our agency on 11/20/Z017.On 11/21/*** contacted our office to inform us of his new loss payee and the change wasupdated.On 11/21/*** contacted our agency as he was concerned about saving money on his autoratesPrior to this he called *** and spoke to a customer service rep, Joe*** informed usbased on the conversation with *** that he could save money by going to Quantum #but Z***agency is not signed up for this program*** asked *** what agency is signed up for thisprogram in *** County and was given another agency's nameAnne informed *** she willcontact *** rep (Joe) to understand more about the conversation that took piace***’records conversation with clients and agentsThe *** rep reviewed the recorded conversation thathe had with *** and confirmed with Anne the information that *** shared with our agency isnot the same information *** reviewed with him.At this point in time, Anne contacted *** to review her conversation with ***it was at thistime *** felt Anne was calling him a liarWhen simply what he informed us and the ***recording was not the same.tireTrustedNeedless to say at this point in time the relationship deteriorated rapidly to an unacceptable level, (foullanguage and disrespectful comments) which I find shocking having a good relationship we had with himfor the past six years.Additional conversation in our activity is attached.Disappointingly *** decided to take his disappointment out on our *** even went as far asresponding offensively to our client Thanksgiving greeting card(Please see attached)On 11/28/Johnathan Z***, principal of agency, received a phone call from *** informing us hewas very disappointed with our service and we should get our rating systems up to dateMrZ***apologized for any expectations that were not met and that he hopes the relationship with new Brokerwill be better.We received a Broker of Record from the other agency taking over the accountResearch was done andZ*** insurance Agency does have access to the new program since the inception of the new program.it is our practice of the agency to review clients’ coverage at the time of the renewalAttached you willsee the annual review letter that went to *** for the last years asking to review his insurances toconfirm we have him in the best programsThese letters were blatantly ignored.Z*** prides itself in providing their clients with the best services available and saddened by this situationas express in our apology to *** when he contacted MrZ***.A few facts to this case:*** has been a client of Z*** for years (O9/05/2011)IF *** would have been eligible for Quantum #the earliest he would be able to access tothis program was O6/The fact that *** made no effort to establish an annual review meeting after beingcontacted by us.*** does not notify their clients when upgraded programs are availableAgents normally reviewthis at their clients’ annual review after being contacted by the agent*** made no effort to contactour agency to review his insurances.Based on these facts Z*** does not feel that any back money is owed to insured.If any apologies should be made it should be by *** to the Z*** principals and staff for ***crude and offensive behavior.Sincerely,Z*** insurance LLCJohathan Z***, Principal

In response to relevant information letter December 13th.Response to each response:1)Z*** introduction to the *** * when they responded to our annual review letter or whencircumstances changed and they contact our office.2)*** legal department will need to respond to Mr***3)Agency quoted Mr***'s account with three other competitive carriers when he called, they allhad higher premiums then his current *** policy.4)It is industry standard to have contact with the client annually to offer a review of current policies.The large majority of our clients respond to our letter so that we can review new programs available.5)It is *** practice not to recommend other agencies, it was brought to our attention that theRepresentative lvlr*** spoke to did provide an agency name*** supervisor has addressedthe representative and our agency on the oversight because of the breach in policyThis was confirmedfrom *** recorded conversation with Mr***.6)Z*** felt it was important to provide all of the information pertinent to this complaint.Sincerely,Z*** Insurance LLCJonathan Z***, Principal Dear Mr***, As a partner and on behalf of Z*** insurance please accept my apology for not providing you a quotewith the *** *** * program when you contacted the agency to make an automobile changeto your *** policy on November 13, 2017.After reviewing the documented activity of that week, it is clear that although the Client Service Agenthad rated your coverage with three other competitive insurance carriers, he should have also contacted*** to secure a *** * quote.Unfortunately, by missing this step it has caused a great deal of frustration and dissatisfaction and I amsorry for that.Insurance carriers will from time to time introduce new programs or creditsSome of the carriers _contact their insureds directly of the changes and others introduce the programs to their agents toquote new business and giving them access to the program to Complement their other offerings.*** has historically done this.We have found over the years that when the new program is introduced current policyholders rates arelower than the new programs being introduced and we need to review each account to make sure thatthe new program would benefit them or notA new program offering does not always mean savings toa policyholder depending on their circumstancesThis is one of the reasons we have implemented ourannual account review processThis gives us the opportunity to schedule an appointment to meet withthe intent to review coverage and current programs.It is true that some clients call only when their circumstances change but we have a very high responserate to our annual review letterWe make a number of changes and updates to policies when we meetwith our clients.I am sorry we did not have that opportunity to have conversations with you about this over the past sixyears, as we may have had the opportunity to introduce the *** * program at that time.Unfortunately, we did not have a response from you, from our annual review letters or at any othertime throughout your years with the Z*** Agency; only recently when your circumstances changed.Again, I apologize that we neglected quoting you *** * when you called us in November whenyour circumstances changed.Z*** does not feel that refunding premiums is warranted given we had not had a response to our lettersgiving you the opportunity to be heard.l hope that you will accept my sincere apology.Sincerely,Z*** Insurance LLCJonathan Z***, Principal

[omplaint: ***
I am rejecting this response because:I still have not received a apology from the Z*** insurance principal.I have not receieved any recompense for overpayment of my policies since 2014.If I stayed with Z*** my insurance would be for months.Now since transferring agencies who are up to date with their policies I am paying with new car replacement,deductible on glass,lower deductible for every months of clean driving etc all for plus % lower prices.Also Anne did call me a liar over the phone which I am sorry I dont have a recording of & I stand by all my *** posts because they are true.
Regards,
*** ***

[omplaint: [redacted]
I am rejecting this response because:I still have not received a apology from the Z[redacted] insurance principal.I have not receieved any recompense for overpayment of my policies since 2014.If I stayed with Z[redacted] my insurance would be 501.00. for 6 months.Now since transferring agencies who are up to date with their policies I am paying 340.00 with new car replacement,50.00 deductible on glass,50.00 lower deductible for every 6 months of clean driving etc all for 30 plus % lower prices.Also Anne did call me a liar over the phone which I am sorry I dont have a recording of & I stand by all my [redacted] posts because they are true. 
Regards,
[redacted]

Dear Sir,We are in receipt of the complaint submitted by [redacted].[redacted] has been a loyal customer with the Z[redacted] Insurance Agency since O9/O5/2011. Prior totransferring his account to our agency on O9/05/2011 by Broker of Record, he had been insured througha [redacted] agency in [redacted].On...

11/13/2017 [redacted] notified our company, through our website, to inform us he is purchasing a newcar and to secure an updated quote on his current auto policy. Corey S[redacted], his new customer serviceagent, contacted [redacted] asking him for additional information in order to provide a quote.On 11/14/2017 [redacted] provided Corey with additional information as requested. Corey provided aquote in the same current program currently in with replacing the vehicle as requested. After reviewingthe quote with [redacted] he requested to make the change based on the quote provided.On 11/15/2017 [redacted] contacted the agency confirming his tort option was switched from full tort tolimited tort per his request. The agency confirmed the change was made. ln addition suppiementalforms were submitted for [redacted]’s signature and returned to our agency on 11/20/Z017.On 11/21/2107 [redacted] contacted our office to inform us of his new loss payee and the change wasupdated.On 11/21/2017 [redacted] contacted our agency as he was concerned about saving money on his autorates. Prior to this he called [redacted] and spoke to a customer service rep, Joe. [redacted] informed usbased on the conversation with [redacted] that he could save money by going to Quantum #2 but Z[redacted]agency is not signed up for this program. [redacted] asked [redacted] what agency is signed up for thisprogram in [redacted] County and was given another agency's name. Anne informed [redacted] she willcontact [redacted] rep (Joe) to understand more about the conversation that took piace. [redacted]’records conversation with clients and agents. The [redacted] rep reviewed the recorded conversation thathe had with [redacted] and confirmed with Anne the information that [redacted] shared with our agency isnot the same information [redacted] reviewed with him.At this point in time, Anne contacted [redacted] to review her conversation with [redacted]. it was at thistime [redacted] felt Anne was calling him a liar. When simply what he informed us and the [redacted]recording was not the same.tireTrustedNeedless to say at this point in time the relationship deteriorated rapidly to an unacceptable level, (foullanguage and disrespectful comments) which I find shocking having a good relationship we had with himfor the past six years.Additional conversation in our activity is attached.Disappointingly [redacted] decided to take his disappointment out on our [redacted] even went as far asresponding offensively to our client Thanksgiving greeting card. (Please see attached)On 11/28/2017 Johnathan Z[redacted], principal of agency, received a phone call from [redacted] informing us hewas very disappointed with our service and we should get our rating systems up to date. Mr. Z[redacted]apologized for any expectations that were not met and that he hopes the relationship with new Brokerwill be better.We received a Broker of Record from the other agency taking over the account. Research was done andZ[redacted] insurance Agency does have access to the new program since the inception of the new program.it is our practice of the agency to review clients’ coverage at the time of the renewal. Attached you willsee the annual review letter that went to [redacted] for the last 6 years asking to review his insurances toconfirm we have him in the best programs. These letters were blatantly ignored.Z[redacted] prides itself in providing their clients with the best services available and saddened by this situationas express in our apology to [redacted] when he contacted Mr. Z[redacted].A few facts to this case:1. [redacted] has been a client of Z[redacted] for 6 years (O9/05/2011)2. IF [redacted] would have been eligible for Quantum #2 the earliest he would be able to access tothis program was O6/2014.3. The fact that [redacted] made no effort to establish an annual review meeting after beingcontacted by us.[redacted] does not notify their clients when upgraded programs are available. Agents normally reviewthis at their clients’ annual review after being contacted by the agent. [redacted] made no effort to contactour agency to review his insurances.Based on these facts Z[redacted] does not feel that any back money is owed to insured.If any apologies should be made it should be by [redacted] to the Z[redacted] principals and staff for [redacted]crude and offensive behavior.Sincerely,Z[redacted] insurance LLCJohathan Z[redacted], Principal

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:I do accept the apology of Mr. Z[redacted],however I believe some compensation should be awarded to me for the years of overpaying premiums & the nightmare & aggravation since this whole incident started.I am not expecting or asking for "complete" refund of policy but should be awarded something for all the aggravation & time(which is money) I had to endure.If I had not contacted [redacted] I would still be paying 30% more with far less coverage.Joe in customer service should be commended,not reprimanded,for helping a customer.I am paying a agency to look out for the best deal for me & that was obviously not the case here.So bottom line is apology accepted,but I believe monetary compensation is due.Merry Christmas.     Hi I forgot in my submission & wish u could add this one comment.According to [redacted].com agents make less commission on selling theses newer policies and that is why I was not offered one,to line their pockets while consumers pay more.Thank you & Merry Christmas.
Regards,
[redacted]