Crissy W, Thank you for your feedback and I am truly sorry that you did not have a great experience. Let me explain a little further in detail to address your concerns.
First concern is with the price. We have access to over 10 companies and it allows us to give our clients a very competitive price. However your price was a little higher because you did not have prior insurance. When you have no prior insurance your price will be quite a bit higher with any company.
Second concern about the payment method. Yes we do take debit and credit cards as well, however the best price is if you have your payments automatically deducted which is what you asked for and the only way to do that is by setting it up to draft out of your checking account through your routing number and checking account number. This allows the company to give you a discount for this option, most companies do not have an option to have it automatically drafted out via your debit or credit card because they are charged a fee.
Next concern was on your renewal. I understand your frustration about the price going up, unfortunately, I as an agent do not have control of that. It was a rate increase by the company, the good news is because I'm a broker, I can shop around and make sure you are getting the best price! However; in this situation you called me before I could get to your renewal and when you expressed your concerns I felt I handled it in a timely manner and was able to provide you a better quote. Your concern was that because you feel that I should have been proactive, and you are right. I try as hard as I can to be proactive, every month I try and go through my renewals and call each client. Most companies will only allow us to see the renewals 30 day out so we try and call clients towards the end of the month so we can see as many of our clients as possible. This means if your renewal is around the 1st of the month I would be calling you only a few days before your policy renews, that doesn't mean you cannot call me prior to renewal, in which case you did, this allowed me to handle your case sooner. My intention is never to take advantage of people, the better our service and the happier our clients are, the more referrals we receive, building lasting relationships.
In your case, the reason you were charged an overdraft fee and money was pulled out of your account was because the payment was already scheduled to draft your account before you sent us the cancellation notice. I advised you to dispute it with your bank so that it would clear up your overdraft fees and expedite the process, otherwise it takes the insurance company up to 2 weeks to issue you a refund check. As far as not following up with you, I felt it was resolved with no further action needed? You sent me a text about the charge and I responded back with the answer. I never heard anything further form you with any additional questions?
I truly am sorry for the lack of communication. I have been selling insurance for over 10 years and have been doing it with honesty and integrity always doing my best and continue making improvements along the way. Unfortunately it is impossible to please everyone. If and when I make mistakes I take ownership of my mistake and fix them immediately. In this situation it sounds like a misunderstanding and lack of communication. Sorry for any inconvenience I may have caused you and I hope this clears up things more. Please feel free to reach out to me if you have any further comments, questions, or concerns. read more
