ComplaintsforNexgen Insurance Group, LLC

• Initial Complaint

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was carrying Progressive Insurance thru this agency and had asked if there was a way to lower my car insurance and the agent simply stated "there was nothing he could do to help" so I then purchased a insurance policy thru Liberty Mutual with additional coverage for $58.00 less per month. I contacted Progressive to cancel the insurance and was told it was taken care of. Two months later they were still going into my account and removing $173.66 for a policy that I no longer had with them. As of January 8th, I am still having issues and have not received my funds back into my account. I feel this is fraudulent and I also believe it to be theft as there is no reason for them to access my account any longer as I am not and have not been a customer since November 2021.

  Business response

  01/13/2022

  I wanted to respond to the complaint we received today in regards to the above referenced ID number. Customer Name is ****** ********.  We were not made aware of her cancellation since she contacted Progressive directly and canceled. That is ok to do, however, she called Progressive on December 10, 2021 to cancel for a date in October (she told Progressive she had obtained other coverage in October) When you attempt to cancel more than 30 days out they request additional info to backdate a cancellation for obvious liability reasons. Which is exactly what they did in this event. Below are the acceptable methods to honor a backdated cancellation.

  - Recent ****, Declarations Page, Certificate of liability, ********************** identification (ID) card, Letter from your new insurance company.

  Until they receive the requested documentation the policy will remain in-force (payments are still due when it remains active). Getting off the phone with progressive today they received the requested documentation on Jan 8, 2022 to honor a cancellation for Nov 19,2021, which was when new coverage went into place. Once the policy was officially canceled after receiving the documentation on Jan 8,2022 progressive has issued a refund to be disbursed on Jan 16, 2022 in the amount of $428.78. If she had complied with their request in a timely manner there would not have been an additional payment taken out of her account. The allegation of fraud/theft is confusing on who is committing this such act? My agency does not take any direct payment and all payments go through the carriers directly.

   

  I hope this explanation is a clear indication that Ms. ******** complaint has nothing to do with NEXGEN Insurance Group and is simply her negligence and obligation to fulfill her request. As a business owner, I work extremely hard building my reputation in the community and will not accept someone damaging that because they feel they were wronged due to their inability to comprehend a situation. In this case, they were not even wronged, she needed to comply with the insurance carriers request in order to properly  process her own request. Ms. ******** did not reach out to me throughout any of this to ask for guidance or clarification, she did ask me months ago if I could get her a better rate and I was not able to.

   

  Thank you for the time and look forward to hearing your response.

   

  *******************************************, PLCS, CLCS

  Vice President ********************** Services

   

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

  ************ Phone

  ************ Fax

  ************ Cell

   

  http://www.nexgeninsgroup.com/

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

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