Complaints

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• Initial Complaint

  Date:01/26/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was getting insurance for my cabin in Twin Peaks, CA I had used Wimmer Insurance before when I bought the Cabin, and she sent me a Doc you sign form to sign to get a quote and she came back with a policy that I believed was for a year policy but reading the notes was only 7 months. I told her that I needed a year policy and she said that she only can do a 7-month policy because of the California Fair Plan Policy so that they end on the same date. I signed the Quote then saw the date being 7 months and called her saying that I need a year policy, so I called my home insurance company. I got a policy from Foremost Insurance; I had already got an email from Hudson saying that they had cancelled the policy. Now she is asking for over $797 dollars for the Hudson policy which was only in affect 11/10/22 thru 12/07/22. She never informed me that she was just doing a 7-month policy which was more money than a year policy.

  Business Response

  Date: 01/31/2023

  I am addressing the above mentioned complaint filed by my former insured, Mr. Allan. This is my response:

  In my original renewal confirmation e-mail - Attachment. l disclosed it would be a 7 month policy as the carrier now requires the date of the Wrap Around Policy to coincide with the Fair Plan renewal - something implemented this last year to make renewals easier to track and remove split months of renewal.

  On November 2nd, 2022, I sent an e-mail along with the renewal quote requesting his signature and approval of the renewal terms. It was not a "DocuSign" form, it was a "wet" signature form as
  they do not accept "DocuSign" forms - only "wet" signatures. There was no questioning at this time, on his part regarding the "7 month term" issue.

  On 1117/22 I received his fax confirming his agreement to bind Attachment II. I submitted the Request to Bind to the carrier.

  When the subject finally came up, I never said I "could only do a 7 month policy", but instead explained why it would be a 7 month policy. When he finally contacted me, I again explained why it was a 7 month policy and was under the impression he understood - this was the 3rd time. Please note, the premium was adjusted for that 7 month policy - $797.99 for the renewal vs. $1415.22 for the 21 -22 annual policy.

  The policy was bound and Mr. Allan was invoiced on December 6th , 2022 for the amount due. Attachment "I.

  It was the second week in December when Mr. Allan then contacted me to tell me he had obtained a new policy thru his regular agent. I again explained the 7 month policy issue but what was done was done. I requested a copy of the new dec page (required for cancellation) and began the cancellation process. I waited about a week and a half before I got the requested written request (which I also needed).

  I submitted the request to flat cancel the renewal originally for the 11/10/ 22 date but when I submitted the necessary request and new dec page, they would not flat cancel the policy (industry standards due to liability of coverage overlap) so they canceled it effective December 7, 2022, the date of the new policy.

  Mr. Allan stated he received an e-mail from Hudson confirming cancellation . I would like to request a copy of said e-mail for my records if possible as it is not customary for the carrier to reach out to individual insureds - that is my role as the agent. When all the dust settled, I confirmed with him the policy was canceled and the date it was canceled.

  So the policy is now canceled. Meanwhile, I had reached out to the carrier to see about an adjusted amount for the policy from the original $797.99 and was originally told that it was a "fully earned" policy, therefore all premium was due. Since I had no communication from him, on 01/18/23 I sent a follow up invoice (Attachment IV).

  It bothered me that the total amount due was so high so I requested a review of the premium due, which I had received last week prior to receiving this complaint. It is for $217.97 which would include the one month of coverage he had (11/10122 - 12107122) and the processing fee. Because of the 2.5 month delay in resolution, they are requesting it be paid immediately. Instructions for payment are included in my revised invoice - Attachment V.

  In closing, I did the best I could and feel lack of effective communication and understanding on the part of the insured, played part of the role in all this. I actually went above and beyond to rectify this issue and had there been better communication, this all could have been avoided.

  Insurance in high risk areas is confusing at best and I pride myself on educating people on the policies terms and sometimes pitfalls. As a Certified Senior Advisor (since 2005) I am held to a high ethical standard and this plays a major role in communication with my clients.

  I hope this explanation and revised invoice will help resolve this issue.

  Regards,

  M****** ** ******
  Broker/Agent

   

  Customer Answer

  Date: 02/06/2023

  
  
  I have reviewed the response made by the business in reference to complaint ID 18902513, and find that this resolution is satisfactory to me.
  
  Regards,
  
  S**** *****