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ComplaintsforGuidelight Insurance Solutions, Inc.
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Complaint Details
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Initial Complaint
05/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Called Guidelight insurance on 5/16/24 and spoke to ********************* about canceling my car insurance from National General starting on June 1st due to cheaper rates through Progressive. She asked why I didnt try to get Progressive through them and I informed her that I inquired last year through there company and they informed there was no other insurance company options that were cheaper. She said she would send me a document to sign acknowledging the cancellation of National General. I sign DocuSign the cancellation and sent back. At no point did she inform me on the call or on the cancellation DocuSign that I was informed there would be an early cancellation fee. I received my cancellation email on 5/22/24 from National General informing me of the cancellation and a balance of $259.26 for early cancellation fee??? I called Guidelight Insurance today and spoke to ***** who told me that yes there is a early cancellation fee and I told her that ********************* never disclosed it and she said that she has no control over that despite a representative of her office didnt disclose this to me at no time and she said there was nothing she could do. I informed her that she is a representative of the company and that she didnt not protect the client or disclose the early termination fee and it seems that they were getting incentives back from National General despite me as a client trying to get a cheaper rate that inquired about last year and them informing that there was no cheaper options but I was able to find a cheaper option with Progressive, another insurance company that they offer. She said she would talk to her supervisor but no one ever responded back about the issueBusiness response
05/28/2024
The insured called ********************* and stated that he wanted his insurance cancelled effective 6/1/24. He had obtained other coverage already. ***** granted his request to cancel effective 6/1/24 since he had secured coverage elsewhere.Customer response
05/28/2024
I am rejecting this response because:The company still didnt explain or respond on why ********************* never disclosed that there was a early termination fee and no where on the DocuSign cancellation is there any amount disclosed of any amount due in the appropriate money owed. As a representative of the insurance company they have a legal obligation to disclose and inform their client, me, especially when it is listed on the DocuSign that they failed to fill out and disclose on the cancellation form instead they dont want to respond to the issue and try to avoid responsibility and do not care about their clients best interest.Business response
06/04/2024
Short rating on carrier policies varies per company. We typically do advise of a short rate if the client is considering leaving, however in this case, the client had already left. Whether we advised the client or not, the short rate would have been there. We could not pull the call to verify if ***** did or did not advise, but again, it would not have impacted his short rate, because he had already bound coverage with the other carrier.
We are not obligated in any way to pay for this penalty, as the client acted on his own behalf before consulting us. As I mentioned, he had already bound with another carrier, sos there was no going back even in light of the short rate news. If he tried to cancel with that carrier, he would have gotten an even larger short rate from that other carrier.
We do empathize with the client, as we know times are tough right now. If we felt we owed them any proceeds, we would gladly help where we could, but we are kind of prohibited by our own legal counsel and general protocol from paying anything in a case like this.
Regards,
***** Trent
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BBB Rating & Accreditation
This business is not BBB Accredited
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.