ComplaintsforSouthwestern Insurance Services, Inc.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I renewed my trucks insurance with this company March 17,th 2024. I was quoted $13,500 for the policy for $300K liabilit.The contract they provided initially stated I was giving a down payment and financing which i was not and the agent wanted me to sign. I refused to sign and asked that it be corrected. The paperwork they provided did not match the quote it was less and they gave me some story. Finally they said it was an oversight and returned $500.00 The following month i requested insurance at $500k because it was required by another broker that we go higher si they asked me to zelle $1500.00 Work was very slow we were not making money so May 22nd i cancelled my policy.I requested reimbursement technically i should have paid 2 months and 5 days.I followed up and they stated a check was being mailed i asked what the credit was for their acvounting **** did not want to say neither did the agent. Everyone in this company hides and does not face the client and when they do respond they never answer the question always give ypu the run around.The reimbursement sent is for $9709.70 Which makes no sense im short approximstel $2487.00. I have written and even copied management/0wners they are ignoring I want my money back and i want a detail if what was paid and credited

  

  Business response

  07/17/2024

  Hello *****, 

  As explained to you multiple time by both ****** and ******, we returned the credits that were sent to us. Please be reminded that this policy had a 25% minimum earned premium of which you acknowledged on page 20 with your initial in the page below. This means, even if you had the policy for 2 days you still owe the insurance company 25% of the premium. 

  Best, 

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is an insurance company that doesn't open/file a claim when their client literally doesn't want to. The point of an insurance company is to protect their insured when they are not the responsible and also to cover the person/business filing a claim against their insured when they are responsible of an incident.Our vehicle was damaged and nobody wants to take responsibility.

  

  Business response

  07/12/2023

  You are not our client. We called the insurance company and let them know what had happened and that our insured did not wish to file a claim. The insurance company advised us that if the insured did not wish to file a claim, then we cannot file it. We are not an insurance company we are just an agency. 

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2015 KW and leased 2011 GDANE reefer W701895 $29,000 insured with Southwestern insurance I put $4,334 Down payment and 10 monthly payments of $1,870, on 4/18/23 a shipper severely damaged the trailer it was a total loss, that same day I notified my agent at Southwestern ***************************** to drop the expensive reefer trailer insurance and put me under power only insurance, he acknowledged by way of emails I have, next payment date it's still $1,870 and I don't have the trailer it's already turned back in the the lease agent because of day of the month i paid it becauseit would be prorated,the 3rd month ***************************** still haven't changed it after call after call telling to change the policy i DON'T HAVE A REEFER TRAILER ANYMORE, next month I get home open the bill and it's still at $1,870 now Southwestern insurance is refusing calls, text and emails from me, if I call from a different number they pick up the phone saying they will relay the message to my agent, I told them he's refusing to reply to any communication with me so he is not going to call me back, Now today I got the bill it's still $1,870 for the same reefer insurance I told him to drop for months, I didn't know it was financed with a 3rd party financial company who actually paid my entire premium to *********************** at Southwestern in full, after reading reviews on the internet and all the customers this has happened to were all financed by IPFS financial, Southwestern insurance business partner, this is a scam when I investigated, it makes perfect sense why ***************************** and Southwestern insurance is attempting not to change the policy, IPFS just told me ***************************** and Southwestern has to ask them to reduce the cost and they will have to refund them because they were paid in full, I had ***************** only and the was $800 a month meaning ***************************** would have to return upwards of $8,000 he already has pockets, I'm not making any payments till this is resolved and I'm ignored

  

  Business response

  07/11/2023

  *****, I spoke to the accounting department yesterday and they informed me that we have not received the credits back from the insurance company. It is standard practice that when you remove coverage it takes anywhere between ***** days for the insurance company to send the money back to the finance company. Now I know you have mentioned that it has been 4 months and you continue to pay the same amount, you will be credited for the difference in the payments that you have made without out the coverage listed on your policy once they send the credits back. I personally reached out to the insurance company yesterday to see what's the delay. It is VERY rare that the insurance company does not send the funds back to the finance company within the ****-day window. This should be resolved this week. 

  

  Business response

  07/28/2023

  ******************, 

  This is ******************* from southwestern insurance, as per our recent conversation yesterday and this morning everything has been resolved and you are now a satisfied customer! Thank you for your business. 

• Initial Complaint

  12/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 07/08/2022 I bought a commercial insurance policy with Southwestern Insurance Service , *** ************************************************. The DOWN PAYMENT $ 3, 103.40 the 1st payment was on August 08, 12/2022 for $1, 329.60. On August 15th I did receive a call from ******* from the insurance agent that the insurance was cancelled. Based on her arguments the insurance was cancelled because the truck tires did not pass inspection. I was supposed to get a refund on the down payment $ 3, 103.40 Today, is December 13, 2022 and I haven't receive any refund. I have been calling the insurance company to get the refund and they always provide me with excuses that is handle by another office. When I called the office provided they saying that they don't have any business in this matter that the local agent have the case. I bought insurance with another company immediately the policy was cancel and sent them proof of the new policy. Now the agent after promising the $ 3, 103.40 want to refund only $612.86 which I do not agree because the down payment is $ 3, 1093.40. I need BBB to help me find a solution, please? I will kindly appreciate the support.

  

  Business response

  01/12/2023

  We reached out to the insured on Friday, December 2, 2022 11:11 AM. We asked if we could mail them back a check and they refused. We told them to come to our corporate office to pick up the check and they also refused. He called the office and said his attorney advised for him not to accept the money back from us. Please let them know we have their check and are MORE than happy to return it to them. Please see attached email correspondence confirming the following.

  Customer response

  01/12/2023

   
  Complaint: 18568747
  
  I am rejecting this response because: I do not agree for many reason 1st, I did pay for down payment $3,109.40 plus $1329.60 for August premium which is a total of $4, ******. 2nd, Why I am getting a check for $612.86 when they cancel the premium three days after I paid the premium in August 12,2022? The reference # of that payment is UEP10446001. 3rd, I did never request the insurance to be cancel, and they said that the insurance was cancel because the truck didn't passed inspection. If the truck didn't passed inspection they are supposed to refund the down payment plus the differential of the premium that is for 30 days.  Also, they cancel the policy three days after I did make the payment. Where is the rest of the money? I need them to refund the down payment and the differential of the premium that is $1, 196.69. 

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

  

  Business response

  02/03/2023

  Please see time line from agent below.

   

  Insured purchased policy effective 07/08/2022 paying *******. Inspection required from QEO was completed 07/19/2023. Insured paid his monthly payment to ETI 08/16/2022 $1329.60. Inspection results: inspector recommended to complete repairs that were listed on his safer and to replace a tire and lights. Insured sent tires and lights pictures to me and I forwarded them to QEO, but they were not sufficient to remove the notice of cancellation set for 09/02/2022. I inform insured and he went with broker insurance after 09/02/2022. Cancellation premium amount from insurance company ******** less ******* commission. Attached invoice and notice of cancellation.

   

  After this the finance company (whom the insured took out a lone with and paid for their premium) calculated the following return. I have attached the direct correspondence form *******************************. That show the calculations on the return premium. We have shared all this information with the insured and have been have transparent through the whole process. Attached email shows total owed back to the insured $612.86

   

  Best, 
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩