ComplaintsforBespoke Insurance Brokers Inc

• Initial Complaint

  04/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  First entered into business with Robert M. at Bespoke Insurance in December 2020 for insurance on my cars and home. Until that time, my policies were due in September each year and I was informed by my Broker who would secure by telephone my credit card number for payment. I paid all premiums annually by credit card which has been my practice for decades. When I moved from my new home in November, I advised Robert who, I later learned, failed to inform *** of the change of address In December, I received a renewal policy for my Home (that I had sold) and I responded by stating that the home was sold no longer requiring habitation insurance. I received a letter from *** January 30th, 22 dated Jan 14 sent to my previous address stating that my Automobile policy was canceled. I sent the letter via text message to Robert asking for clarification sending him a copy of the letter--I received no response I called Robert again on or about Feb. 7th. He responsed that he was on vacation and would look into it. When I did not hear back from him, I called again around February 15. Mr. M. informed me that the policy was canceled and that he was looking into it. I explained to Mr. M. that I have been driving for almost 40 years and have never had a canceled insurance policy. By email, Mr. M. informed me that the cancellation would not be used negatively against me by ***. He suggested that I get insurance from *****. I told him that I was a member with *** and wished for my police to remain there. He told me that was not an option. When I insisted and contacted ***, I learned that I had lost my rating of 7Star and that my insurance would be $2537 instead of $1600 unless they have some explanation from Mr. M. Mr M. now states that the email for renewal was sent to me and I failed to pay it. Granted, the email that he now sends to me and claims was sent to me previously does not indicate how a Credit Card payment is to be made.

  Business response

  18/03/2022

  Business Response /* (1000, 5, 2022/03/07) */ * The above noted policy was renewed with *** Insurance (insurance company) on November 29, 2021 * Documents were sent by this office via email to the client on December 2, 2021 - 3 days later. * All documents from this office to clients are sent via email; mainly due to the COVID 19 pandemic. * ********************************************************************** * Mailing address on client's file should have been amended to reflect new address; however, documents were sent by email - ****************** * A different address would have also changed premium on renewal with *** Insurance. One of the main factors for auto insurance premium is the address/postal code. * Client has confirmed email address is correct and we've communicated over 20 times using the same email address. Our office does not have any other email addresses for this client. * Client did not pay her insurance company to *** insurance company or did not advise this office to pay, as a result the Insurance company did not renew her policy. This non-renewal is not used against her in the industry; however, *** will not accept her back at the same renewal rate. * Our office presented coverage with another company; however, she does not want to accept this option.

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