ComplaintsforLeavitt Elite Insurance Advisors, LLC

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reached out to my insurance due to an significant increase in my car insurance. *********************** was the individual I spoke with. She could not provide me with any documentation on early cancelation. She demanded my significant others insurance information stating it was an NCDMV requirement. When I asked for proof of this requirements she would not provide any. When speaking with other insurance agency's this is not a requirement in my situation which ***** lied to me and said it was. She was pushy and wanted private information of someone that she had no right to ask for and tried coercing me into providing it by lying. When this went up the chain the business only defended her and did not apologize for her actions and called her a "gentle soul" . One individual was able to provide a screen shot of where the information was but still no proof of requirement. This is a shady business practice to try and use a rule that doesn't apply to me due to my situation to get personal information of someone else. They also can't provide the early termination paperwork or fee for leaving just that it will be decided once I leave. This was not disclosed and was told it could be several hundred dollars.

  Business response

  03/18/2024

  We apologize and sorry to read of the miscommunication and/or misunderstanding that has occurred with this insured. Our agency strives to meet the needs of all our clients while being regulated by the ** Department of Insurance and having to follow carrier underwriting requirements. However,sometimes the outcome may not always seem satisfactory from the customer standpoint.
  
  In this case, the insured called into our agency stating she works from home and insisted her insurance was too high. The agent proceeded to review her policy coverages and updated the vehicle usage however, this made no difference in the premium. The agent also inquired about discounts the customer may qualify for to assist with her rates, such as being a homeowner. The insured proceeded to say that she lives with her significant other and is not a homeowner. With this statement opens up carrier underwriting requirements where household members are to be listed on the policy. The agent proceeded to advise that she could also run additional carrier quotes to maybe find her a better rate however, due to her current policy just renewing, leaves her subject to a short rate penalty on the current policy. The insured inquired on what this amount would be but until a cancelation is processed through the carriers system, an agent cannot provide an exact figure for this.
  
  Conclusion of this investigation deemed from recorded phone calls and email trail between this customer and our agency representative, the information provided was based upon what the insured requested along with the agent following carrier guidelines and underwriting requirements. 

  Thank you,

  Customer response

  03/18/2024

   
  I am rejecting this response because: I called and did not insist that my insurance was to high. I called asking why it increased $50 a month all the of the sudden with no information and no alert that it was going up. I did not "insist" as you stated that It needed to be lower because I worked from home. I stated I worked from home and did not drive my vehicle as much and was wondering if that would lower my rates. I was told it did not. I have spoken with other insurance agency's and just living with my significant other does NOT require them to be listed on my insurance as you stated. Which means you lied and tried and get his information. When I asked for proof of your employer ******* INSTITING i provide information they did not provide any documentation and proceeded to be rude in their responses and degrading in emails while talking down to me. When it was forwarded up the chain the individuals "INSISTED" that she was a "gentle soul" as exactly stated in email from response from company. They did not care that she was rude and demeaning in her emails and that I was not treated as a customer. They defended their on employee and refused to listen to a paying customer that has been with them for years. They ignored the fact that ***** did not supply the documentation that I asked for, was rude in responses and lied to my about it being a requirement of NCDMV to have my significant other on my account (which it's not as I've stated since I've spoken to other insurance agencies). This response completely minimizes the behavior of ***** and her inability to speak kindly and respect and respond and provide documentation to a customer when it's asked. The statement of I "INSITITED" is completely incorrect and again an attack on me and defense of their employee who cross boundaries to a customer by manipulating and lying not only in emails but now these responses.

  Business response

  03/27/2024

  Again, we apologize and sorry to read of the miscommunication and/or misunderstanding that has occurred with this insured. The original statement concurs also to this statement.

  The mention of providing what the insured asked for, to breakdown and reiterate the previous statement, listed below are specific questions that were asked and answered.

  Insured) A review of the policy for savings due to it has "drastically increased"?   Agent) Agent reviewed current coverages and offered a possible requote option however the current policy will acquire a short rate penalty.

  Insured) Working form home now, any savings? Agent) Agent advised changing the vehicle from work use to pleasure use however, the system change offered no premium savings.

  Insured) Is looking for premium savings and requested an emailed requote  Agent) Agent provided a requote via email to the insured. 

  Insured) Requested what the penalty for cancelling the current mid-term would be? Agent) Advised calculations are determined by the company once a policy actually cancels.

  To also clarify, there was no manipulating nor lying of our agency representative to the insured at any point. Proper carrier underwriting guidelines were being followed by the agency. The email statement wording "NCDMV" used by the agent was an honest typo and the proper wording should have been Carriers. The Agency Manager clarified with proper wording in the final email. The misstated word had no impact to the current policy nor future quoting.
  

  Again, after evaluating the email trail and phone call into the agency, at no point was the agent rude nor demeaning to this insured. This individuals nature is very soft spoken at all times. The agency can only perform the duties as required by State Law and Underwriting Guidelines, not what an insured wants to hear. We can not speak for other agencies on what they communicate nor what online quoting offers. 

  Conclusion stands the same.

  Thank you, 

   

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