ComplaintsforMarshall Insurance Group LLC

• Initial Complaint

  05/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I never authorized ************** an agent with this company to proceed with the homeowners policy and the company True Insurance charged my mortgage company anyway!

  Business response

  05/19/2024

  *****,

  I really have no idea how or what the confusion is here, but I have the recorded phone conversation of the agent saying he would bind coverage which you unmistakenly verbally consented to.  He also explained that we would be sending you a cancellation request to sign and how the escrow/mortgage change would work. I would be more than happy to playback that call for you if you would like me to refresh your memory from 17 days ago.  I have no idea why you wouldn't have just contacted us first if you had changed your mind.  We would have been happy to get the policy cancelled for you, but we had no idea that was the case until now.  This really isn't a big deal, but I wish you wouldn't have come on here saying that you didn't authorize anything when I have the recorded call to the contrary.  I will have someone from my service staff reach out to you tomorrow to facilitate the cancellation with you and explain the carriers refund process.  Please respond if you would like a phone call from me so I can playback the recording for you.  If that is the case, I would appreciate an apology on here upon you listening to the playback of the call.  Thank you!    -*** Marshall    ***********************************

  Customer response

  05/20/2024

   
  Complaint: 21731063
  
  I am rejecting this response because I never signed the DocuSign to move forward with any policy. I would love to listen to a recording of me saying I wanted to bind coverage. I would like to also listen to the recording where I told ************** one of your agents sorry I couldnt do business with you and him responding no worries just keep my information for the future. I want True Insurance to refund my money immediately. Thank you!
  
  Sincerely,
  
  ***************************

  Business response

  05/28/2024

  *****,

  Firstly, I have emailed you a copy of the voice recording where the agent says he is going to bind coverage and our applications team will then email you the application(1min55sec into the call).  Your response was, "okay".  I think you are in some way confused because the second coverage is bound an invoice and declaration page are automatically generated and sent by the insurance carrier to your mortgage company.  Just because you don't sign the Docusign doesn't mean nothing happens as that is an after the fact formality.  Clients sometimes change your their mind, but typically they don't come onto an open forum and make false accusations when they do.  They do the adult thing and call us to tell us they changed their mind and they want to cancel.  To which, we would help them with whatever they need.  That said, once you listen to the voice recording I would appreciate a public apology acknowledging your original accusation was wrong.  

  Secondly, we have spoken to the insurance company twice now and they still haven't received payment from your mortagage company.  I don't know why you are looking for a refund for a payment that hasn't been transacted. Below are the notes from our management system.  Confused about the policy being bound, confused about being owed a refund.  Starting to notice a pattern.  Yes, I'm frustrated because you have wasted everyone's time here.  

  05/28/2024 12:54 CSR MAIN           ***************************
  

  
  called carrier to verify the status of the check if had been cashed or never received -spoke to rep **** and he confirmed that the check was never received and that the policy flat cancelled no money owed or refund due
  

   

  05/20/2024 10:35 ******************;   Other        ***************************
  
  Received BBB complaint - insured upset that TRUE policy was paid for by his mortgage company - called TRUE and the policy is/was flat cancelled - Called **************** and they mailed TRUE a check on 5/15 - **************** put a stopped payment on that check but said there is a very slim chance that the check could still be cashed by TRUE - Called and spoke with ***** - explained the situation - he is happy - he said he will close the complaint and say it was a misunderstanding - he is aware that there is a slight chance that TRUE could cash the check (if it was received before the stopped payment goes through) - he knows if that happens, TRUE will mail him a refund and he has to give that refund back to the mortgage company - TRUE said there is nothing needed on our end for this because the policy has already been flat cancelled

   

  Customer response

  05/29/2024

   
  Complaint: 21731063
  
  I am rejecting this response because: Im not confused at all and will most certainly NOT issue an apology for something I didnt sign. I am an adult who does business with no issue with a lot of different companies.  think your management skills are severely lacking. Training your people would be a great start. When you email me the recording of me telling your agent sorry we couldnt do business and him responding no problem keep my information for the future then I will accept your response. I attempted  reaching out to the number your agent gave me to no avail. I will never do business with your company and not  recommend you to anyone! Thank you!
  
  Sincerely,
  
  ***************************

  Customer response

  05/29/2024

  True insurance just cashed the check from my mortgage company on May 28th, so when that money gets refunded back to my escrow then I will be satisfied and close this complaint. Thank you!

  Business response

  06/10/2024

  Okay

  Customer response

  06/10/2024

  I finally received the refund check for *****. Im now satisfied and case can be closed. Thank you BBB for your assistance in this matter.

  Customer response

  06/12/2024

  I finally received the refund check for *****. Im now satisfied and case can be closed. Thank you BBB for your assistance in this matter.

• Initial Complaint

  03/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 27, 2023 I was referred to ***********************, an agent with Marshall Insurance Group LLC, ************************************************************************************** as a possible source for ******* homeowners insurance.I contact ************** via phone and followed up with an email attaching my existing policy with Universal Insurance through another insurance agency and asked her to provide some comparative policies that might be more competitive. In addition I provided a recent 4 Point Inspection, Wind Mitigation report, professional roofing report, and a declaration page from Universal Property.************** responded with a quote from Loggerhead Insurance, significantly lower than my existing policy. I responded with a variety of questions to confirm the amount including confirmation of her receipt of wind mitigation and 4 point inspection.The Loggerhead policy was bound on January 10, 2024 in the amount of $4038.56 and paid in full by my mortgage escrow. Three weeks later I received a cancellation notice from Loggerhead for non-payment. When I investigated the notice I saw that they had increased the premium by more than 100%, asking for an additional $4200. Their representative told me that it was because of a specific item in the wind mitigation report. When I asked ************** about this she indicated that apparently she had checked the wrong box and gave Loggerhead incorrect information.It took several phone calls and emails before she would admit her mistake. We then found another carrier, ****** and after binding their policy on 2/16/24 we cancelled the Loggerhead policy.************** has been extremely un-helpful, very un-responsive, as has most of the Marshall Insurance Group employees with the exception on one customer service rep.We have still not received the refund and now were being told the refund will only be $3372. I do not recommend Marshall and particularly ***********************. Full email documentation and records are available.

  Business response

  03/06/2024

  **************,

  I understand your frustration about not having received your refund yet.  Yes, the agent made a mistake which was completely out of character for her.  No one is perfect, and she has repeatedly apologized to you.  I have reviewed all phone calls and emails and have found that the agent along with our service team has been very communicative in helping to resolve the refund issue.  We have zero control over when the carrier sends back your prorated refund.  You had coverage with the prior carrier for 37 days(Jan 10th - Feb 16th) at a prorated amount of $11.6454 per day($4038.56/365) which equals $409.39.  We spoke with the carrier today and they confirmed that the refund amount of $3629.17($4038.56 - $409.39) would be sent ACH in the next couple of days.  I will monitor the situation and should the refund amount differ from the correct amount of $3629.17 then we would be happy to take care of any difference.  Thank you!   -*** Marshall

  Customer response

  03/07/2024

   
  Complaint: 21392612
  
  I am rejecting this response because I have still not received the refund in the amount of $3629.17.  Due to the misrepresentation and error by ************** I have expended many hours trying to resolve the issue.  I would like to reserve the right to continue this complaint until the matter is fully resolved, and I still believe it should be the responsibility of the agent and agent's company to compensate the difference between the $4038 paid and the final refund amount.

  
  Sincerely,
  
  *************************

  Customer response

  03/12/2024

  What is the status of this case?  I do not see it posted on the business' page.

  Business response

  03/21/2024

  ************** was already sent and cashed a check from ********** in the amount of $425.  It was the exact amount promised to ************** in my previous response to make him whole from the agents error.  ************** and I emailed back and forth a few times.  I told him that as soon as we had confirmation on the amount of the refund that I would handle any amount above what his prorated amount would have been had the error not occurred.  The carrier was dragging their feet, so I went ahead and had a check sent to ************** in advance of that confirmation as I didn't want him to wait any longer.  Again, ************** has been made whole, and anything more would be an extortion tax for a long tenured agent making their first mistake ever with **********.  Thank you!

  -*** Marshall

• Initial Complaint

  12/06/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  M******* Insurance Group, through its licensed agent, Lauren R*****, is refusing to cancel an auto policy written by ********* and to be effective 12/17/23 (policy ********* *** *). When I was given the quote for this policy I was not thrilled with the premium but the ********* representative said I could cancel the policy at any time if I acquired a better rate. I did find a substantially better rate for the same coverage with ***, and I accepted and paid for that policy. I then tried to contact M*******, the agent for the ********* policy, to cancel. I left two messages at customer service, with no reply. M******* does not allow their customers to cancel policies by phone or email messages. I had Ms. R*****’s contact info from earlier this year when I was shopping homeowners insurance. I left a message saying I would like to speak with her about auto insurance, and she immediately returned my call. When I explained my need to cancel the ********* policy, Ms. R***** said she could not cancel without seeing my new policy declarations because she had to make sure it provided the same or better coverage before she could cancel, and that if I refused then the policy would not be canceled and I would be responsible for any ‘grace period’granted by *********. I immediately emailed the declarations to her and Ms. R***** replied two minutes later (at 9:37am, 12/4/23) saying she would send me a form I would have to sign and return before she would cancel. Ms. R***** is refusing to send the cancellation form, despite my numerous voicemail and email requests and pleas. I even prevailed upon the *** service representatives who also made calls and emails to M******* customer service and to Ms. R***** asking that the ********* policy be canceled. All their, and my, requests have been ignored. I am at this point without further means to proceed with cancellation, and have no means for direct communication with M******* or with Ms. R*****.

  Business response

  12/06/2023

  *******

  I have no idea why we are receiving this complaint.  I have reviewed the entire situation including all emails, phone recordings, and notes on your file.  Lauren told you multiple times that we would make sure that the policy would be cancelled, but that we needed a signed cancellation request in order to do so.  I received this complaint at 7:40pm today and the cancellation form was prepared and sent via Docusign to your email address at 4:01pm today, so I am a little confused.  Have you not checked your email?   That said, please complete the Docusign as required by the carrier and we would be more than happy to have your policy cancelled straight away.  

  To expound on the other aspects.  You said that your calls went unreturned and that is just simply not true.  Below are the notes from your file and I have the call logs and the recorded voicemail from yesterday that the service team left you to back it up if so requested.  So, at this point I'm thinking that you don't check your voicemails either.

  12/05/2023 15:19 ******** *****           ****** ******
  
  rcvd multiple calls, 2 touch, .left vm

  I do not know what misinformation that a *** Representative gave you or how that is relevant, but *** has made no attempt to contact us in regards to this.  We are the top producing *** Independent Agency in the state for the last 4 years running, and are in direct contact with them daily.   

  In summation, please just complete Docusign as requested, so everyone can move forward.  Thank you!

   

  Customer response

  12/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.  I am, and was yesterday, current on email and voicemail, and stand by all allegations contained in my complaint. My complaint was filed at 1:24pm yesterday and the Docusign Cancellation Form was not sent to me until 4:00pm. It was signed and returned by me at 5:37pm, prior to this rather unpleasant response from M*******. Ms. R***** made only one statement to me saying she would cancel my policy. There were no multiples times and there were no voicemails or other email communication to me. All I wanted was to get the policy cancelled, and I felt the only option left was this complaint I filed. Since my complaint to BBB went through the M******* website more than two and a half hours prior to M******* sending me the cancellation, I can’t help concluding that it was indeed my complaint that caused Ms. R***** to finally send me the Cancellation document.  It is expected that Mr. M******* (or whoever wrote this response) would protect the interests of his business by attempting to shift the blame to me, but the tone of this response is unnecessarily unprofessional. 
  Since my request has been satisfied this complaint can be closed. 
  
  Sincerely,
  
  ****** ******

  Business response

  12/12/2023

  *******

  Below is the timestamp from the original BBB complaint proving it was sent to me at 7:40pm, so please don't try to question my integrity.  The BBB has a review period prior to notifying the business of the complaint, so when you filed it doesn't really matter.  It has to be physically reviewed first.  That said, your original complaint had no bearing on this matter and was essentially a waste of time as your cancellation was in process.  If you still want to question the timing I would be more than happy to forward you the original email.  We have 20,000 clients and now 2 complaints satisfactorily resolved. Not exactly a pattern.  Best of luck!

  - Jay M*******

   

   

  You have a New Message from BBB Serving Central Florida, Consumer Complaint #********
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  Better Business Bureau <[email protected]> Wed, Dec 6, 7:40?PM (6 days ago)
  
  
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• Initial Complaint

  02/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Marshall Insurance Group made an error and did not complete my homeowner's insurance policy, after being assured it would be completed. This was not caught until 8+ months later and it took several months to get a new policy in place. Marshall Insurance Group acknowledged their error and stated it was from a noncompliant former coworker. When my mortgage company became aware, I received letters that I would be charged $2,857 unless I could provide proof of insurance for this retroactive period. My initial insurance quote was roughly $2,000 cheaper than this price. I called the mortgage company was told I would not be subject to this charge if I could provide proof of insurance during this time period. Next, I called Marshall Insurance Group and was told they would not be able to provide retroactive coverage. My mortgage company is holding me responsible for $2,857 primarily due to the negligence of Marshall Insurance Group. I am looking for suggestions for resolution and if this BBB complaint does not work, I will consider making an errors & omission claim.

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