ComplaintsforLeslie Kay's, Inc.

• Initial Complaint

  03/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My ************** was altered without my agreement or knowledge.I have been with the same agents Leslie **** *** s***e 2017, with no interruptions.My cover ***luded collision damage. In August 2022 I ***luded breakdown recovery, we explained that we were travelling and didnt want to get stranded, should our vehicle breakdown. Our policy was ***reased to reflect the extra cover. On the 8th of March 23, I was involved in a car accident, I rang progressive ( underwriters) to be told my insurance did not cover me for collision, they advised me to contact my agent, as it was probably a mistake. I contacted Leslie **** and spoke with her direct, to be told my husband had cancelled the collision cover, which is utter nonsense. She told me she had a recording of him agreeing to the removal of the collision cover. I have rung, emailed, text, numerous times to be told she is not available,I have repeatedly asked for her to send me a copy of the recording. Even progressive have said something is not right, as nor I or them can see my past policys as the file no longer exists.I received a text message from Leslie *** 03/24/23 to say she had sent all the documents to progressive, this is almost 3 weeks after the accident, yet I still cannot access my past policies.

  Business response

  03/27/2023

  In response to the recent complaint from ******************************** we are submitting this response. 
  On December 12, 2017, ***** and *************************** purchased a ********************* policy through **********.  Leslie ****, ****completed all associated underwriting tasks submitting all requested documentation to both the insured and Progressive.  This insured has a residence abroad as well as their US residence.  This insured is in ***************** seasonally.  They contacted Leslie ****, **** and on March 28, 2018, at 10:08 AM on a recorded phone line ****************** requested that their policy coverage be reduced by removing Comprehensive and Collision during their return to England.  During the call they were advised to reach out to us upon their return to restore their coverage to include the Comprehensive and Collision coverage limits.  The Gregsons have renewed their coverage multiple times and have interacted with both Leslie **** and Progressive multiple times leading up to the accident detailed in their complaint.  They did contact us to add Roadside assistance coverage in August 2022 which is documented in their records.  The addition of Roadside does not include Comprehensive or Collision coverage nor are these coverage offerings required to have Roadside.  The insured reported the accident that occurred in March 2023 to Progressive Claims and coverage was denied as there was no Comprehensive or Collision coverage on the policy.  An extensive amount of research was done.  All records from the agency were provided too Progressive.  The Progressive claims team also researched all records.  Recorded phone calls were reviewed, and the claim was elevated to management tiers searching for the ability to afford coverage. 
  I communicated with this customer and received responses on the following dates:
  March 14,2023
  March 15,2023
  March 24, 2023,Notified client that I had released all requested information to Progressive
                                  This was originally released on March 14, 2023, and again on the 24th.  March 27, 2023
  In closing please be aware that we have 161 documented log notes on this policy, and we do have recorded phone calls to support our position.  This is not something we take lightly.  Several man hours have been spent researching any way possible to provide coverage for the Gregsons accident.  

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