Complaints

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• Initial Complaint

  Date:12/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attached a document that explains my complaint in full. Essentially a We Insure agent out of Sunrise, FL failed to submit required documents in 2022 to the homeowner lender causing the homeowner insurance policy to be cancelled unbeknownst to the lender and insured even though the policy was paid in full. This forced a years worth of backdated lender placed insurance when discovered a year later. This is causing an out of pocket expense of $6,191 to the homeowner. There was no notification of cancellation to the lender or homeowner and there was not a no-loss letter accomplished by the agent when the policy cancelled prior to the premium increase payment within 30 days of lender being made aware of increase. The policy was paid in full & the premium failed to renew.

  Business Response

  Date: 11/29/2023

  I recommend reaching out to the SERVICE Supervisor at WE INSURE Corporate.  Her name is *********************************, and her ph# is ***** ******** (I don't know if this is for inter-company use only, so please do not mention that I gave it to you).  ***** ******** and her Navarre, FL office are no longer with the company, but this is not "why she's no longer with us".  WE INSURE Corporate has assumed all of her clients, and the general Customer Service Number is *************

  After reading the customer's complaint, I have to say that, not only does the insurance carrier, *********, send copies of the Cancellation Notices to the Mortgage Co., they ALSO send one directly to the insured, AT THE ADDRESSES THEY PROVIDED.  This happens all the time when clients re-finance, then assume their info is updated by someone else without confirming, then confirm it's paid by their own lender, whichever one is responsible for paying.  There is often additional confusion when the re-finance happens closely to the Renewal dates of the policy, as it affects both the current term policy, and the upcoming renewal term policy, and the possible invoicing & notifications to two mortgage co.s.  My guess is that info received by this client was misunderstood as the expiring policy term vs the renewal term.  So even though I feel empathy for this client, it is ultimately HER responsibility to make sure her bill is paid, not the Agent's, and not the Service rep's who only sound like they were trying to help.  No matter all the calls, emails, & conversations between her, the Agent, WE INSURE Corporate Service, and her two Mortgage Co.s, the fact remains that she didn't ensure her RENEWAL BILL was paid & received by the carrier, and that her policy Cancellation was rescinded or Policy reinstated.     

   

  Customer Answer

  Date: 12/20/2023

  I am attaching email traffic from the agent with any and all location details I have ever received.  I have not received any bills or notices in the mail or by email from ********.  I am also attaching the declarations page from when we set up the homeowners insurance policy, this has conflicting location information that the agents email messages. 

  Customer Answer

  Date: 12/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: this agent had nothing to do with my case and responded with what “standard protocol” is, this doesn’t address my concern that “standard protocol” was not followed in our case.  My address on file was current and correct as our policy was already in place and up for renewal.  It was actually paid in full.  We DID NOT receive any letters from We Insure or ******** letting us know our policy cancelled and neither did the lender (per their response to my formal complaint). I’ve requested proof or dates/times supposed letters were sent to us and We Insure/******** has failed to produce this.  The policy was paid on time, there was an increase in premium, there were issues with the lender and insurance company effectively communicating, the additional $198 needed to satisfy the premium increase was sent to ******** in the allotted time per law to meet the renewal deadline, the policy did not automatically renew because the agent failed to process a no-loss letter.  That is what happened. I’m rejecting this response as it doesn’t address my concern. It only states what this agent sees happen in many circumstances, not my circumstance. Which I believe is egregious and faulty. 

  Regards,

  ***** ******