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ComplaintsforSmith Brothers Insurance
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Complaint Details
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Initial Complaint
11/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have had my auto insurance through ****** **********Smith Bros and recently my insurance changed from ********* ********* to ******* * ****** because it was a lower rate. I was on an automatic payment plan with Travelers and never missed a payment. I filled out the forms sent to me electronically by ****** Insurance to switch companies and I have the confirmation email stating the forms were received on their end. There were many forms, one of which was the authorization for automatic payments from the new company- ******* * ******. I have proof that a payment was withdrawn by this new company in the amount of $301 on 7/29/2023. Unfortunately my policy was cancelled due to non payment and I have been trying to reach ****** Insurance to explain to them I have the email confirming I filled out all of the paperwork they sent me which included the authorization for payment. I have since paid $277 on 10/27/2023 to ******* * ****** as they sent me a bill for a balance owed. My issue is that I filled out and sent back the forms to ****** Insurance and I have tried many times to reach them via email and messages left but I have not heard back from them. Because of this error on their part a policy with a new company is going to be twice as much because they consider me a risk due to non payment. My payment history shows I have not missed a payment and it’s frustrating that this agency is not helping me or even acknowledging my messages. I would like the ****** insurance company to fix my account and to note non payment was due to their error and for them to find another insurance provider for me at a reasonable rate.Business response
12/08/2023
Hello, we have reviewed our files and below is an outline of what our records show.
Policy was remarketed and written with ******* * ****** along with adding an HO4 (tenants’ policy)Combined savings $901.00.
Quotes sent to Mr. ****** he agreed to move forward with the change. Applications were sent to client electronically along with authorization for downpayment of $301.00 for the auto and $24.00 for the tenant policy. Client signed paperwork allowing for ACH down payment.
On 9/17/23 the carrier sent a notice of cancellation due to non payment eff. 10/11/23 for outstanding balance. On 10/11/23 Account Executive sent a lapse letter to client confirming the policy was cancelled for nonpayment, no response from insured until 10/19/23. Mr. ****** stated he did not intend to let policy cancel . Account Executive requested reinstatement from ******* *** ******, they agreed to reinstate with no loss letter and $715.00. This was a one-time exception and had to be executed by the end of day on 10/19/23. An email was sent to Mr. ****** outlining this. He left a vm after hours on 10/19/23. When VM received the next morning, Account Executive called carrier back to get authorization to continue with reinstatement and it was declined. The offer was only good until the end of day on 10/19/23. We called ******* *** ****** to rewrite the policy as New Business and again they declined. We also quoted other carriers, however, because of the canc. for nonpayment the only market we had was Plymouth Rock and the premium was $10k. Insured never replied to the new quotes.Please let me know if you need any additional information.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.