ComplaintsforABC Insurance Group, Inc.

• Initial Complaint

  11/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My Insurance Agent Agent ******************************* From ABC Insurance Group refuses to have a conversation with me regarding my Insurance Company Selection, and the coverage and options I need. Her assumption is I have to do my own reviews, research and selections, and though I pay $11,500 in premiums and she collects about $1000 in commissions from me, she refuses to call, or review with me. She stated in email: With all due respect, it is not my responsibility to read your mail to you. You have been provided the options via mail directly from Citizens, via email from me, and via a licensed *** reviewing them with you in person, in office. Citizens has already given you the companies, coverages and options. You have been provided all resources and information to make your decision.I retain it is her responsibility as my agent to help me understand my coverage and options to protect my interest, so I can make qualified decisions, yet she refuses!The letter from Citizens even directs me to call my agent if I have any questions. Oh, and *** misleads about her statement: licensed *** reviewing them with you in person, in office. The reality is that after I could not get the Agent to review and recommend the coverages with me, I drove the 1 hour from ********** to ************** and her office staff refused to call *** so we could have a conversation. Finally the *** Drea did attempt to review the information sent to me be Citizens, but had to look up terms and really didnt know what to recommend to me for options etc. Again I asked for my Agent to call me, but the next day *** sent me a dressing down and made it clear if I called the office, my call would be refused, and if I drove to the office again, I would also be refused unless I have a previously set appt. At this point I feel if I were to go to the office I would have to have either a ************** police office or a lawyer with **** would not recommend *** Insurance to anyone run away,

  

  Business response

  11/07/2023

  ***************************** is a belligerent, hysterical, and verbally abusive extended family member attempting to slander ABC Insurance Group.  He was negligent in providing underwriting documentation for a dwelling policy which consequently resulted in cancellation, refused to take responsibility for such, and is severely disgruntled over the rising costs of insurance in *******.  He is the subject of a Citizens depopulation and despite receiving the choices via **** mail, email, and in person he continues to throw tantrums, emailing 8+ times per day, calling our office 6 times in a 15 minute span, calling our personal cell phones, and showing up to the office without an appointment, right before closing, demanding to be seen.  He has been extended far more courtesy and used up more of our time and resources than the average customer but is still dissatisfied.  As he is so unhappy with our services, he has been advised repeatedly to find another agency but he refuses.  He has made threats to defame our business and, in addition to this report to the BBB, he has reported us to the Florida *********** of ********* Services.  We have sought counsel from the **** as we have never encountered such an egregiously unhinged individual.

  Customer response

  11/08/2023

   
  Complaint: 20831542
  I am rejecting this response because: 

  It is simple, I asked my insurance agent ******************************* to give me advice on the Citizens Insurance DePop for one of my properties she is insuring.  She flat out refused!

  All I wanted was a phone conversation with her to assess not only the companies, but the available option limits, and how that would affect my premiums.  I don't think that is too much to ask of the insurance agent with whom you have $11,500 of casualty premiums on two properties.  In fact, it is her responsibility.

  Historically, *** was unavailable in the late spring and early summer of 2023 when a new Citizens policy with her meant to replace the failed UPC *********** policy,  was at risk because the city of ********** and the roofer could not come up with the 'permit' for the ****************** replacement.   If *** had a conversation with me at that time, before I left for a 70 day vacation to ***********, or during the time I was gone, she might have told me I could submit the 'Paid in Full' bill from the roofer as proof, which I found out about too late.  She might have found a way to save the cancellation for the policy because the permit was not available to me, the roofer, or the insurance company.  She made no effort.

  I 'was' upset, because Citizens cancelled my policy without notification to me.  Yes, they sent a letter to my home, but I was in *********** for 70 days and didn't get it.  This cancellation not only left me with no insurance on this property, but I was then told to reinstate the $4,300 property insurance, I would have to also pay for Flood Insurance to the tune of $5,000 more.  So the new insurance is now $9,200+ total.  I paid it in full to get the insurance back on the property.  Still not a call would go through to **** nor would she call me.

  It stands to reason that if I was a difficult client at the time, and *** didn't want to work for me anymore, she didn't have to re-instate the policy, or SELL me the new flood insurance, which she collected commissions on both.  She could have directed my to go to another agent or agency then.  But I can only suppose that the commission on $11,500 of business about 9% was an incentive to accept the business, so...  no complaint from her at this time.

  When I recieved the DePop letter from Citizens, I tried to call ***, and email her...   over and over as the business states in this complaint, because I need her help.  I am following the specific direction in the DePop letter from Citizens insurance "call your agent". 

  Yet *** refused to call me back to discuss my concern with the DePop.  I even drove the hour to the office in the hope I would get her to help if I showed up in person.  Only the receptionist and *** were there.  They refused to call ***, or or her father who owns the business, or her brother **** the only other agent in the office.  It is ***'s job, as an agent to work with her clients, my complaint is she flat out refuses.  

  The next day, *** sent me a letter with;  No further communication will be accepted from you by phone.  If you need to communicate with me you can do so via email.  This measure is being taken in an effort to mitigate and document your harassing behavior.  Belligerent and/or hysterical emails will not receive a response so keep that in mind going forward.
  

  The question, Is *** a family member? sort of.  She is my cousins daughter, that I met maybe twice.  I went out of my way to deliver emergency supplies, bequested by her mother, water and fuel to *** in Northport ** after Hurricane IAN.  Yes, she was happy then.
  

  Later, when I needed to find a new agent I sought out *** because though her office was an hour away from my home, I thought she could use the business.  So I gave her the first property, then later the second, she was more than happy to get them.  But when the problem came up with the afore mention permit, she was no where to be found. She simply refused to participate in any conversation or problem solving.  Had she participated we probably would have resolved the issue on time.

  Again, this complaint has to do with my agent refusing to work with me, and answer my questions regarding the Citizens DePop as directed by Citizens.

  ***'s only attempt to address my Depop concerns was an email..:
  

  "With all due respect, it is not my responsibility to read your mail to you.  You have been provided the options via mail directly from Citizens, via email from me, and via a licensed *** reviewing them with you in person, in office. Citizens has already given you the companies, coverages and options. You have been provided all resources and information to make your decision." 

  Note:  her statement above "a licensed *** reviewing them with you in person, in office."... happened 'only' because I, as previously mentioned, apparently drove the hour to her office 'without permission'. 

  Note; This review with the *** was uninformative, the *** had to look up terms, and did not know how to read the tables provided, nor some the terms within. So I still needed help.

  I did go to another agency, who was helpful, but told me they would have to rewrite everything and the rewrite would likely negatively affect my premiums, so she didn't advise it. 

  I am left with $11,500 worth of premiums, for policies where the agent refuses to address my concerns.  She expects me to be as knowledgeable as a licensed insurance agent in the ****************, and make my own decisions based on a few pieces of paper, with no authoritative or experienced knowledge base to query.

  Sincerely,
  

  
  *****************************

  

  Business response

  11/09/2023

  This will be our last response as we do have a business to run and cannot allow one disgruntled individual to monopolize our time with frivolous complaints.  I have attached all emails containing the details and showing proof of consistent, almost monthly communication, for the past year.  This is in addition to phone calls on personal cell phones, to the office, and in person visits.

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 19, 2022, I contacted *** Insurance to request a quote for auto insurance. I provided the company with all the requested information including drivers license for each driver in the household. On August 1, 2022, after reviewing quotes from other providers, I contacted *** Insurance to move forward with the quote they provided. I came into the office, signed all requested paperwork and paid the policy in full for 1 year. On August 12, 2022, I received an email from Traveler Insurance stating that I needed to complete a Welcome Call prior to my insurance start date on August 15. I had not been made aware of any such requirement by *** Insurance. I called Traveler's and was questioned about my application for insurance. I was asked for the date each driver in the household had acquired their license if under 2 years. My son was the only person with a license under two years. I was then sent a bill for $475. I contacted the manager of *** Insurance who informed me that they were unaware of Traveler's requirements and if I was unhappy then I could cancel the policy. As licensed Insurance Agents it is their responsibility to know the requirements of the products they sell and if they make a mistake which costs the consumer more, than they should be willing to provide a solution to the customer other than telling the customer they can cancel the policy.

  

  Business response

  09/19/2022

  As an insurance brokerage we write policies on behalf of many insurance companies.  It is standard practice that after new policies are written they are subject to the underwriting approval of those insurance companies.  Travelers Insurance performed their underwriting review of the ************ auto policy and when they determined that one of the drivers on the policy was insured for less than 2 years they increased the rate by $475/year.  ******************************* called our office to ask about the increase and I explained the underwriting process to her.  She argued that the agency should pay for the $475 increase with Travelers and I told her that our agency would not be doing that.  She was dissatisfied and stated that she chose this policy because it was the best rate.  I assured her that she was not locked into this policy and was able to cancel it at any time if she was able to find a better rate elsewhere.  I also reminded her that despite the increase in premium with Travelers the policy was still a savings of $600 a year from her prior policy.  She said it would be too much work to look for another policy now so she would just keep her current policy and might switch next year.

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