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4 years ago
I've had coverage with Upright Insurance since April of 2017. Or so I thought I did. Turns out that for the last 16 months, we've had no coverage. Zip, none. No protection. One hurricane away from total financial ruin. "Wait", you ask, "your insurance agent was taking care of that". Well, one would have thought that but you would have been wrong. "How could you not have known?" Well, you see, every time it came up, we could see in our account an escrow payment had been made for "insurance". "Oh, then you were covered." Wrong again. Here's where things go to crap... In June of 2021 the insurance agency owner (Stori) emailed me to say the insurance company never received payment. I logged into my mortgage account and saw an escrow payment had just been made. I sent her a screen shot of the payment (which only said "insurance payment") and suggested that maybe it just hadn't posted with the insurance company yet. She never responded, so I assumed it was taken care of. In June of this year, I get a letter from the mortgage company stating they had no indication of coverage and for me to provide proof of coverage or the lender would assign insurance. I called Upright Insurance and again spoke to the owner (Stori), who asked me to scan the letter and email it to her and that she would take care of it. I never heard back so again assumed she handled it. A month later, I get a final notice of no coverage so I emailed her again and ask she take care of it. She never responded. I emailed her again and asked her to send a copy of my policy (I'll handle it myself). No reply. I emailed her a week later, again, no reply. A few days later, I called the office and left a voice mail. No one called back. I emailed her again. Nothing. I finally contacted my realtor who had recommended Upright Insurance to me, explained the situation and ask if she could try to contact her. It was only then the owner finally replied by email and informed me that I've had no coverage since last year. I asked how that could be, and referenced the escrow payment to insurance (sent her a screen shot from this year showing the payment). And if those funds weren't making it to the insurance company, wtf did they go? She couldn't tell me. She then tried to blame this mix-up on fact that she assumed I had gotten better coverage elsewhere. But she must have quickly realized what a bullsh*t excuse that was and acknowledged that she should have followed up. She missed two opportunities to determine I had no coverage if she had only done what an insurance agent is supposed to do. Follow up! Take care of your clients! They literally pay you to do that. After learning all of this, I immediately called the mortgage company to find out where those last two escrow payments were going. They were very helpful and had numerous notes on my account regarding this. They reported that last year they had called Upright Insurance to report that the insurance renewal had not occurred and asked her to contact them to resolve it. According to their notes, no one from Upright Insurance ever responded to them. So they assigned lender-placed insurance and debited the escrow account (which was the insurance payment in my first screen shot). This year, after not getting any response, they again issued lender-placed insurance. So for the last 16 months, the only insurance on our house was to protect and to payout to the mortgage company! If there had been a catastrophic loss through fire, flood or storm, we would have been wiped out financially and out on the street! Run from this business, find an agent that will be responsive and look out for your interests. Like Jake. read more
3 years ago
