ComplaintsforVeronica's Insurance

• Initial Complaint

  11/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 11 my car insurance policy was cancelled without letting me know. The business owner claimed it was from failure to pay, however my bill was not due until the 19th of the month as per our monthly agreement. They later changed the reasoning as to why my policy was cancelled. And proceeded to say I needed to pay ****** to reinstate the policy. Although my payments are of $165.84 per month. This is not the first time changes to my signed contract were made with out my knowledge. Every time something like happens there is no resolution from them.

  Business response

  12/09/2022

  We appreciate the opportunity you are presenting us to respond to our customer ***************************. On 11/17/2021 she purchased an insurance policy for her 2016 GMC ARCADIA S through National General. The day of the transaction she was provided with a copy the entire new business application which also included a breakdown of her payment schedule. On 12/17/2021 insured added a **** ***** Tahoe with just liability and once again her new payment schedule was provided. The last change processed was on 08/19/2022 adding a **** ***** Civic DX. Every time insured processed a change a new payment schedule was automatically generated and provided to her specifying the exact due date and the amount that needed to be paid.
  
  The policy term was from 11/17/2021 through 11/17/2022. Unfortunately, ****************** made the last payment on 10/20/2022 this provided coverage until the renewal of the policy which was 11/17/2022. Every time there is an upcoming renewal the company will not provide a grace ******* In this case the renewal offer was sent to insured on 10/12/2022 providing her with her new billing schedule and informing her that the payment needed to be submitted on 11/16/2022. On 10/21/2022 a renewal payment reminder was mailed out to her again stating the payment needed to be received on or before 11/16/2022 otherwise policy would expire effective 11/17/2022 at 12:01 AM.
  
  The policyholder mentioned in her complaint that her insurance policy was canceled effective 11/11/2022 which is incorrect. Unfortunately, ****************** called on 11/17/2022 to process her payment and the policy was already expired. During the 12-month term, National General does offer a 10-day grace ******* meaning the policy will not cancel if insured makes a late payment but this does not apply towards the expiration of the term. This is done because the insurance company cannot verify if the insured has or will get a new policy through another carrier.
  
  We do not consider this complaint to be justified since there was multiple notices sent to the insured directly from the company informing her about the renewal and when it needed to be paid. When a policy expires other fees may be applied to cover the renewal fee and or late fees which are mentioned in the broker fee agreement signed upon new business. As a resolution, ****************** is requesting a refund unfortunately this will not be possible since no payment was collected by our agency.
  
  If there are any further questions regarding this matter, feel free to contact us.
  
  See Attachment/File: *****************.pdf

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