ComplaintsforCDL Associates Insurance Agency, LLC

• Initial Complaint

  08/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was quoted my car insurance would be 364.00 a month. I received my bill and they were charging me 393.15 a month. Spoke with Melony was advised needed to pay in full then they would credit me difference and reduce my payment. My payment was reduced but only to 379.37. So I am being over charged 15.37 a month and never got the refund I was promised for paying more than I was quoted. I want my payment reduced to what I was quoted 364.00 and refunded the difference. I have been trying to resolve this issue since March of 2022.

  Business response

  08/30/2022

  Please review the attached email from the agent that services this account in our agency (Melanie H***) with an explanation of events that occurred with ***** ********* Policy.  

   

  Thank You.

  Heidi C*****

  Agency Owner

  ###-###-####

  Business response

  09/02/2022

  Below is the response from our agent (******* ****) that services this account.

   

  The Auto quote for Erie was submitted to be bound Effective 3/25/2022. The insured opted to be set up on Auto pay with a monthly ( 12 pay plan). Under the 12 pay plan, the monthly premium was quoted at $364 a month. The total 12 month was $4368.
  
  All Quotes are subject to underwriting when they are submitted to be bound. Erie downloaded a higher premium, as underwriting re-rated her two young ( both under 26) sons to be the primary drivers of the two higher rated vehicles on the policy.( There are 4 vehicles on the policy)  The policy was issued and policy documents were mailed out to the insured at a premium of $5,079.
  
  I reached out to underwriting on the insured’s behalf and was able to rerate the two young drivers to the two lower rated vehicles on the policy and apply a credit of $301 to the premium. This brought the premium back down to $4778. * Note this was a courtesy credit to maintain customer as the drivers do drive the higher rated vehicles on a regular basis.
  
  The insured reached out to our office on 4/19 as she received Billing from Erie in the amount of $1,239.65 and inquired as to why it was so much. She was advised of the change in premium due to the drivers as well as being informed that she has not made a payment on the policy to date, and she is now being billed for March, April and May installments.
  She asked for a credit at this time, as she stated she was quoted a lower price.  I advised her of the Erie underwriting guidelines again and advised that I did apply an initial credit and advised her that I would reach back out to Erie to see if there were any additional adjustments that could be made, but also advised her that she would need to make her premium payment and submit her EFT form. The EFT form was never submitted , therefore Erie removed her from the Monthly auto pay, reverting the policy back to a 9 pay bill by mail which includes a monthly installment fee of $5 per payment.
  
  Insured submitted EFT form and made the 3 month payment due on 5/25/2022. The policy was then reverted back to a 12 month pay plan, with 9 payments remaining.
  
  I reached back out to Erie and was given approval to lower the yearly mileage on both vehicles driven by them, to apply another courtesy discount of $124.
  
  The final premium being $4614.
  
  The insured called back into our office and left a voicemail advising me that if I didn’t credit her back down to the price that was quoted, she was reporting our agency to the better business bureau.
  
  I spoke with the insured on Friday, 8/26/2022. I reviewed her policy with her and again advised her that the quote submitted to bind coverage was subject to underwriting, as this is standard practice for all insurance companies. The insured was notified of the premium change and received her policy and documents and billing. I also advised her that I have applied all credits that were able to be applied. At no point was she ever promised a full refund of the difference in premium, and at no point was she told she had to pay in full before any credits could be applied. She was only advised she had to pay her back balance to bring her policy current. I also reviewed all other insurance premium options with all of our available carriers and she was given an option to place her insurance with another provider.  At this point she advised that this is why she left Allstate, because the premiums kept going up, and she should have just stayed with them,  that she is right back up to the price she had. I advised her that her premium with Allstate was at $5146. on her auto and $1,070 on Her home. Her current premium with Erie is at $4614 and her home is $715. Her premium is now $887 lower than she was paying with Allstate. I again apologized for the premium coming in higher than the original quote, and again told her that I have issued every available credit that I was able to authorize. I offered to provide alternate quotes from our other carriers, as well, as she has options to choose other carriers, if she no longer wants to remain with Erie or our agency. She then told me that she wants her payments credited back down to the $364 a month price that she was quoted, and if I wasn’t going to do anything else for her, she was calling the Better Business Bureau and ended our call.

   

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