I requested a car be removed from my policy. I had done this previously via their customer service line. I was informed that I could no longer do this over the phone and would need to go into a licensed Insure One office to complete the request.
Once there, I was informed that I would have to pay $17 to the office for the convenience of my request. My insurance was already paid in full. I asked if the $17 could be deducted from whatever Ama but would be refunded to me. I was told that in order to make ANY changes to your policy they charge $17 (an increase from their previous $15 charge) which needed to be paid up front. I was incensed.
I've been with Insure One for some 10+ years now. The only reason I continued to go with Insure One was because I was supporting an newly opened African-American owned franchise. I will do so no longer. This nickel and dime routine from corporate has been insulting ever. I could see them charging people while they were a small insurance company trying to grow, however, if this the loyalty that is shown to individuals who have been loyal customers for years, I don't want their service.
I then called the general customer service line and spoke with a representative who informed me that the $17 charge could not be deducted as corporate policy says that all changes must be done from a storefront. I asked for a customer support supervisor. I was informed that it would take 24-48 hours for one to get back to me. I think it was a tactic to see if I was serious enough to wait. I definitely am. I want my refund deducted. I am a customer, and the customer is always right, right? It doesn't seem that way. I'm done with this company and definitely will not recommend this insurance agency to anyone else if they can't take care of a simple matter like this for a patron of their business who has paid the insurance in full every six months for 10+ years. read more
