ComplaintsforThe General Insurance

• Initial Complaint

  10/17/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was hit by a woman a month ago, this lady has made my life terrible! I filed a claim with my insurance company(the general) and with her insurance company(******) . Although I have filed a claim on both parties, I have YET to speak with my adjuster from my insurance company she has been telling stories and avoiding me for this whole month not speaking to me , my car was deemed totaled by ****** Insurance Company. I am still being charged for a car that has not been driven don't since the accident. Every time I call the general I am transferred to different departments in the insurance company. No one wants to take the time to speak to me about this situation, everyone at the general is rude and very disrespectful with their words. I don't know how much longer I could tolerate the disrespect from This company but I am hoping something could get done about this situation. I appreciate any help I may receive please and thank you.

• Initial Complaint

  09/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a letter from PGAC dated 2/19/2021 stating that PGAC owed funds to me and that these funds would be received by the state of ******** within 30 days. It has been over 18 months and the state of Colorado does not have these funds. I have been told for months that these funds were given to the state of Colorado unclaimed property.I was told on 9/20 by ********************* that the funds were never sent to ** after being told for months that they had been sent to the state. A check was issued and mailed to me on 9/21 by PGAC and the check was voided on 9/22.*********** were sent to the state of Colorado or receive a valid check.****** was extremely rude and defensive to me on a phone call we just had. When I first spoke to her in June or July of *********************************************************************** back. She never called me back or tried to contact me. I should not have to follow up with her daily to reclaim these funds. I have always been given excuses as to where these funds are and why I am not able to reclaim them. Also, receiving excuses that she is working on month end close and could not call me back, no matter what time of the month it is. I do not need to hear excuses from PGAC any longer. I am done spending wasted time with PGAC to try to reclaim the funds that are due to me. It is very upsetting to be yelled at and not heard when I am trying to claim funds that are due to me and getting the run around as to where these funds are located.

  

  Business response

  10/05/2022

  Please see the attached response.
  See Attachment/File: CO5498-********-Response.pdf

• Initial Complaint

  09/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was sent to collections on a bill that was never presented to me or informed I owed. I completed my 6 month premium and switched premiums. On the last month I added a car for 3 weeks. There was no extra charge on said policy when added, but a increase starting at the beginning of the next policy. This is why I got a new insurance policy else where. Claim is they sent a final bill in the mail. Not true as I had paperless anyway. No emails or follow up just sent to collections a year and a half later. It's just absurd! **************** manager even acknowledged that they needed to take a look and fix this communication issue.

  

  Business response

  09/29/2022

  Please see the response attached.
  See Attachment/File: IN5472-*******-Response.pdf

• Initial Complaint

  06/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My car was hit by ******* **** on 6/13/22. He made an illegal uturn which caused him to hit my car. The general is saying I contributed to the accident Which is incorrect. I never went into the left turning land on Norris Ave. I stayed in the right turning lane even when trying to go around ******* who was at a stand still on busy street Statesville Ave. My car was damaged because of Mr *******'s decision. And his insurance should be the one to fix it. It's no reason why the general should be denying my claim ***********.

• Initial Complaint

  06/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  It's been a month sine open the claim with THE GENERAL INSURANCE (claim ***********) I can't reach no one over the phone or by email, adjuster ******* ****** ext: **** never answer on emails or phone calls and her voice mailbox is full. I have proofs that there client are at fault in this accident, I have Video and police report where he stated to police that he fell asleep at the wheel causing it to hit a guardrail and disable the vehicle in the middle of the road, no light was visible coming from his vehicle. This is a commercial vehicle and every day we are losing money because a tractor is in the shop waiting till insurance finish investigation. There client Couse a lot of damage to our vehicle, it **** coast around $20-25k.

  

  Business response

  06/21/2022

  Business Response /* (1000, 5, 2022/06/15) */ Good afternoon Better Business Bureau, This is to acknowledge receipt of the complaint forwarded to our office. The General, has responded on our behalf, stating their position regarding the complaint. We have attached a copy of the confirmation page of what was uploaded to your portal. We kindly ask that you confirm receipt of this email, as a confirmation for our records. Thank you. Consumer Response /* (2000, 7, 2022/06/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) Representative from the general insurance contracted me two or three days latter after I field complain to BBB.

• Initial Complaint

  04/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Claim # ************* On 04/07/22 I was strict by an individual covered with the general. The individual admitted fault but I am still required to pay for my rental. I am currently up to $1300 in cost for the rental when bringing this concern up to the individual at the general I was asked if I could borrow someone's car due to their customers policy being able to pay out $10,000. I stated I did not and was told they will try and get the appraisal of my vehicle completed within 48hrs so I could receive directions. This was on 04/15/22. I have called the general twice since then and only received an email today 04/19 stating it will take another 1-2 days to discuss a resolution. I can not longer afford this rental and will have to return it tomorrow morning. I will be car less when trying to purchase a new vehicle. I recently started a new job last month and I am within the probationary period where I can not miss work so I am at risk of being terminated and my kids are going to be missing school. I am not getting support from either insurance companies and it is effecting my mental health. I am currently writing this at 4:00am because I have not been able to sleep all night due to the stress associated with possibly losing my job, over draft fees in the bank and if I get any value for my vehicle trying to purchase a new car without a vehicle to take me places.

  

  Business response

  05/19/2022

  Business Response /* (1000, 5, 2022/05/13) */ We have received your correspondence regarding the above-referenced complaint. I have reviewed our file and offer the following response. This loss was reported to Permanent General Assurance Corporation of Ohio, herein PGAC, by our policyholder, ******************, on April 8, 202,2 under his personal auto policy *********. He indicated that **************, while operating our insured vehicle, struck *****************’s vehicle on April 7, 2022, in ********, Pennsylvania. On April 9, 2022, our adjuster called both ************** and ***************** but was unable to reach either party. She left voicemail messages for both. She also sent an e-mail to ************** and a letter to ***************** asking that they contact her to discuss the accident. On April 11, 2022, the adjuster secured **************’s statement. She advised that she failed to look to her left, prior to executing a left turn, which resulted in her striking *****************’s vehicle. She admitted fault for the accident. The adjuster called ***************** but was unable to speak with him. She left another voicemail message for him and sent him a second contact letter. She left a third voicemail message for him on April 12, 2022. On April 13, 2022, ***************** called the adjuster. He advised that his vehicle’s front bumper came off in the accident and that his vehicle sustained damage to the entire passenger’s side, and that it was at a tow yard. The adjuster conferenced in a representative from the tow yard, who said that the vehicle was a total loss. ***************** gave the tow yard permission to release his vehicle to ******, a vendor utilized by PGAC that provides charge-free storage. The adjuster arranged for ****** to pick up the vehicle and scheduled an inspection of it. ***************** inquired as to a rental vehicle since his vehicle was not driveable. The adjuster explained that we were unable to place him in a rental vehicle, at that time, due to the possibility that his total damage would exceed our insured’s $10,000.00 liability property damage limit. The adjuster sent letters to both ***************** and ****************** advising them of the potential limit issue. The adjuster also sent ***************** a letter informing him of his duty to mitigate his damage and that we would not consider any storage charges incurred after April 18, 2022. 2 PGAC, via ******, paid $1,150.00 in advance charges to the tow yard to get *****************’s vehicle released. It arrived at ****** on April 18, 2022. On the following day, we received the completed damage estimate, which confirmed *****************’s vehicle was a total loss with an actual cash value (ACV) of $8,155.50. On April 20, 2022, the adjuster called ***************** and informed him that his vehicle was determined to be a total loss and that his claim was being reassigned to a total loss adjuster for further handling. On April 25, 2022, *****************’s insurance company,***********, contacted our total loss adjuster to inform them that he was now pursuing a claim through them due to our insured’s $10,000.00 liability property damage limit. The total loss adjuster spoke with *****************, letting him know that*********** advised that they were taking over his claim. On April 26, 2022, *****************’s claim was reassigned to PGAC’s Subrogation Department to handle ************ forthcoming subrogation demand. The subrogation adjuster sent ***************** an out-ofpocket expense verification form to account for his rental expenses and any other expenses he may have incurred as a result of the accident. As of the date of this letter, we have not yet received***********’s subrogation demand or the out-of-pocket expense verification form back from *****************. We strive to provide the highest level of service to our customers and regret that ***************** feels we failed to deliver on this in our handling of his claim. However, we were unable to place him in a rental vehicle given the possibility that his total damage will exceed our insured’s policy limit. Please contact me if you have any questions or need additional information or documentation regarding this complaint. Sincerely, ************** ************** Field Operations Manager, Claims Phone: ************ ext. **** Email: *******@thegeneral.com

• Initial Complaint

  04/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Yes I signed up for auto insurance with The General on 03-28-2022 and was told to pay $276.55 down and $205.45 a month for 11 months. Once I made my down payment they dexided to change the konthly price to $354.35 a month without warning me about the price change. The General needs to honor the original price agreed on when I originally singed up for the insurance.

  

  Business response

  04/25/2022

  Business Response /* (1000, 5, 2022/04/18) */ We have received your correspondence regarding the above referenced complaint. I have reviewed our files and offer the following response. On March 29, 2022, Mr. ******* applied online for a policy with Permanent General Assurance Corporation of Ohio for a policy period of twelve (12) months. The total quoted premium for the twelve (12) month policy term was $2,437.00. He chose to pay the premium due by making a down payment of $276.55 plus eleven (11) future monthly installments of $205.45 due on the 28th of each month. During the application process, Mr. ******* indicated that he had prior insurance coverage. As part of the quoting process, we attempted to validate his prior coverage via our consumer reports but were unable to do so due to technical difficulties by the reporting agency. Once the policy was purchased, he was provided a quote with a reduction in premium with our best rate for Proof of Prior Discount based on the following criteria: (1) At least 5+ years of continuous auto insurance with no lapse in coverage, (2) Insured with the same company for at least 5 years, and (3) Current liability limits of at least 100,000/300,000. On March 31, 2022, our Underwriting Team issued (activated) Mr. *******’s policy with an effective date of March 29, 2022. Upon their review it was determined his proof of prior insurance had not been verified due to technical difficulties. We again attempted to validate his prior coverage via our consumer reports. The information returned was not sufficient to retain the discount quoted at the time of the policy purchase, as explained above. Therefore, the Proof of Prior discount level was changed which resulted in an additional premium due in the amount of $681.00. We then mailed him a letter advising of the discount level change 2 which *** have caused a premium increase that would be spread across his remaining installment payments. This letter also informed him prior coverage information was obtained through a consumer-reporting agency and his insurance premium for the current term of coverage had been evaluated based on their reported information. A letter was also included with his Policy Jacket, on the page titled: NOTICE OF ADVERSE ACTION REGARDING YOUR POLICY PREMIUM that advised, “the information reported by the consumer-reporting agency was not sufficient enough for us to apply the best rate and your premium was increased as a result.” Please note, both letters included the contact information for the consumer-reporting agency that reported the information used for rating purposes. On April 11, 2022, we mailed Mr. ******* an invoice advising payment in the amount of $263.49 was due before April 28, 2022. Upon receipt of this complaint, we thoroughly reviewed Mr. *******’s policy and determined sufficient notices advising of the change in Proof of Prior Discount and premium increase were mailed to him in a timely manner. All notices were mailed via the US Postal Service to the address he provided on the policy and there has been no indication of returned or undeliverable mail. We were unable to locate any verbal or written communication where we advised his monthly payments would increase to $354.35. As mentioned above, the only invoice we have mailed him to date advised the payment amount due is $263.49. As such, we are unable to speak to his statement, “they decided to change the monthly payment to $354.35 a month without any warning”. To clarify, it is common practice in the insurance industry for insurance carriers to obtain and utilize consumer reports through third party agencies for discounts, loss history, and motor vehicle report (MVR) verification purposes. The information obtained through these agencies *** affect rating factors resulting in premiums being increased and/or decreased should it differ from the information the customer provided during the quoting process. Below is a copy of Mr. *******’s updated payment schedule which demonstrates the revised payment amounts due based on current coverages and the updated Proof of Prior Discount being applied to his policy. Installment Number Invoice Date Invoice Amount Due Before Type 1 4/8/2022 $263.49 4/28/2022 Scheduled 2 5/8/2022 $263.41 5/28/2022 Scheduled 3 6/8/2022 $263.41 6/28/2022 Scheduled 4 7/8/2022 $263.41 7/28/2022 Scheduled 5 8/8/2022 $263.41 8/28/2022 Scheduled 6 9/8/2022 $263.41 9/28/2022 Scheduled 7 10/8/2022 $263.41 10/28/2022 Scheduled 8 11/8/2022 $263.41 11/28/2022 Scheduled 9 12/8/2022 $263.41 12/28/2022 Scheduled 10 1/8/2023 $263.41 1/28/2023 Scheduled 11 2/8/2023 $263.41 2/28/2023 Scheduled $2,897.59 Total Unbilled Invoices (Fees Included) 3 We find that Mr. *******’s policy was properly administered in accordance with the insurance guidelines for the state of Arizona and our normal procedures as filed and approved by the state. We can affirm his policy is listed with a Proof of Prior Level 4 proof of prior insurance discount and the monthly payments listed in the above payment schedule are accurate as of this date. If he feels the proof of prior information reported by the consumer-reporting agency was incorrect, he **** need to resolve this matter directly with their office as this information was reported by them and not our Company. The agency contact information is, ****** *********, Consumer Inquiry Center, *** ********** Blvd 18-5, ****** ****, NJ XXXXX, telephone number XXX-XXX-XXXX which was also provided in the letter we mailed him. We appreciate Mr. ******* as a customer and hope this explanation satisfies his complaint to your department. Please contact me if you have any questions or need additional information or documentation regarding this complaint. Sincerely, ***** D********** Director of Policy Operations Phone: XXX-XXX-XXXX Fax: XXX-XXX-XXXX Email: ************@thegeneral.com

• Initial Complaint

  03/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased insurance with the general. I paid 96 dollars down and I only had the insurance for 2 days because I found a cheaper insurance company. I called the general and asked them if I would get any of my money back and the lady told me it was never taken out of my bank account but it was. I called again and spoke with someone else and the man told me I wouldn't get my money back plus they charged me a 44 dollar cancelation fee. There is nowhere in the contract stating I would have to pay a cancelation fee. I just think I should get some of my money back.

  

  Business response

  03/30/2022

  Business Response /* (1000, 5, 2022/03/24) */ We have received your correspondence regarding the above referenced complaint. I have reviewed our files and offer the following response. On February 19, 2022, Ms. *** purchased an auto insurance policy online through Permanent General Assurance Corporation of Ohio, for a policy term of twelve (12) months. She bound this policy by making a down payment of $96.72 with eleven (11) future installments due on the 11th of each month. This same day she electronically signed her application, which states, “I acknowledge that cancellation at my request, including nonpayment of premium and/or fees, **** be calculated on a short-rate basis consisting of 10% of the pro-rata unearned premium.” On February 21, 2022, Ms. *** called our Customer Service Department requesting to cancel her policy due to her finding a lower rate. During this call she was advised to send in a signed written request to our Underwriting Team and to allow three (3) to five (5) business days for her cancellation to be processed. On February 24, 2022, our Underwriting Team received Ms. ***’s cancellation request and processed the cancellation effective February 21, 2022, per Insured’s Request. This cancellation left a zero (0) balance owed and zero (0) refund due back to Ms. *** as she was charged for days of coverage, for any fully earned fees, and a Short Rate Fee for cancelling the policy before the end of the term, as per our normal procedure and the policy contract. However, as a one-time courtesy, we have made an exception to waive the Short Rate Fee for early policy termination, since her policy was only in force for two days, which allows Ms. *** to receive a refund back on her policy. After updating the cancellation to remove this fee, 2 she is now receiving a credit back in the amount of $44.72. We ask that she allow three (3) to five (5) business days for our Accounting Team to issue this credit back to her **** card ending in ****. We anticipate that our one-time exception made to remove the Short Rate Fee and issue a credit back to Ms. ***’s **** card ending in ****, **** satisfy her complaint to your Department. A screenshot of the accounting premium summary for Ms. ***’s policy is shown below. Please contact me if you have any questions or need additional information or documentation regarding this complaint.

• Initial Complaint

  02/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I received an alert on February 24th that my insurance has las lapsed on Feb 18, and I had no coverage. I was told to pay $137.38 to reinstate policy with a lapse in coverage. Logged in from the link they sent made the payment and then boom... Here they are saying pay another amount with lapse in coverage. They lied and said policy would be reinstated with the 137. 38 payment and now I paid them for nothing because my insurance policy is still saying it's not active. This company lied about the stipulations for reinstating insurance policy. Even took a screenshot where it said policy would be reinstated with the 137.38 payment and they just straight up got my money on a lie. Shame on you The General. No need to lie.

  

  Business response

  04/06/2022

  Business Response /* (1000, 5, 2022/03/25) */ We have received your correspondence regarding the above referenced complaint. I have reviewed our files and offer the following response. On December 16, 2021, Ms. ***** applied online for an auto insurance policy with Permanent General Assurance Corporation of Ohio, for a policy period of twelve (12) months. She chose to pay her premium due by making a down payment of $112.54 and eleven (11) future installments due before the 5th of each month. During the application process she requested the policy be set up as ‘paperless’; meaning, all the policy documents would be sent to the email address while certain documents would be sent to both the email and mailing addresses listed on the application. She also chose to receive text notifications to phone number (***) ********. On December 19, 2021, we emailed Ms. ***** an invoice advising premium payment in the amount of $122.66 was due before January 5, 2022. On December 31, 2021, we sent Ms. ***** a Payment Due text reminder to the phone number enrolled in our text notification program. On January 5, 2022, we mailed and emailed Ms. ***** a Notice of Cancellation advising premium payment in the amount of $132.66 was due before January 17, 2022, or her policy would lapse for non-payment of premium. Please note, the amount due on this notice reflects a $10.00 Late Fee applied to the policy. On January 17, 2022, at 12:01 AM, with no premium payment received, Ms. *****’s policy lapsed for non-payment of premium. 2 On January 25, 2022, we mailed and emailed Ms. ***** a Notice of Lapse advising her policy lapsed effective 12:01 AM on January 17, 2022, due to non-payment of premium. On January 26, 2022, Ms. ***** utilized our mobile app to make a payment in the amount of $112.58 to reinstate her policy with a lapse in coverage, effective 12:01 AM on January 27, 2022 (payment received date plus one day), per our normal procedures. We then emailed her a Reinstatement Notice affirming reinstatement and describing the lapse that occurred from 12:01 AM on January 17, 2022 through 12:01 AM on January 27, 2022. Later this same day, we emailed Ms. ***** an invoice advising premium payment in the amount of $112.58 was due before February 5, 2022. On January 31, 2022, we sent Ms. ***** a Payment Due text reminder to the phone number enrolled in our text notification program On February 6, 2022, we mailed and emailed Ms. ***** a Notice of Cancellation advising premium payment in the amount of $122.66 was due before February 18, 2022, or her policy would lapse for non-payment of premium. Please note, the amount due on this notice reflects a $10.00 Late Fee applied to the policy. On February 18, 2022, at 12:01 AM, with no premium payment received, Ms. *****’s policy lapsed for non-payment of premium. On February 23, 2022, we sent Ms. ***** a lapse text notification to the phone number enrolled in our text notification program. On February 25, 2022, Ms. ***** accessed her policy online and initiated a web chat with one of our Representatives. However, due to no response from her, our Representative ended this chat session with no changes being made. On this same day, Ms. ***** utilized our mobile app to make a payment in the amount of $137.58 to reinstate her policy with a lapse in coverage, effective 12:01 AM on February 26, 2022 (payment received date plus one day), per our normal procedures. We then emailed her a Reinstatement Notice affirming reinstatement and describing the lapse that occurred from 12:01 AM on February 18, 2022 through 12:01 AM on February 26, 2022. On February 27, 2022, we emailed Ms. ***** an invoice advising premium payment in the amount of $93.58 was due before March 5, 2022. On February 28, 2022, we sent Ms. ***** a Payment Due text notification to the phone number enrolled in our text notification program. On March 6, 2022, we mailed and emailed Ms. ***** a Notice of Cancellation advising premium payment in the amount of $103.58 was due before March 18, 2022, or her policy would lapse for non-payment of premium. Please note, the amount due on this notice reflects a $10.00 Late Fee applied to the policy. On March 18, 2022, at 12:01 AM, with no premium payment received, Ms. *****’s policy lapsed for non-payment of premium. 3 On March 23, 2022, we sent Ms. ***** a lapse text notification to the phone number enrolled in our text notification program. Upon receipt of Ms. *****’s complaint to your Department, we thoroughly reviewed her policy and can affirm her monthly payments are not being made before the cancellation effective date indicated on the Notice of Cancellations. As her policy has been reinstated with a lapse two (2) times, we are unable to speak to her statement “They lied and said policy would be reinstated”. Please note, due to the timing of Ms. *****’s payments being received as explained above, her next invoice is generating just a few days afterwards. To further clarify our billing process, each month we issue our customers two (2) payment notices. The first notice is an invoice that lists the payment amount and due date. This invoice serves as a reminder to pay the monthly installment due on the account. If payment is not received by the invoiced due date, a $10.00 Late Fee is added to the policy and **** be reflected in the amount due on the second payment notice. The second notice is a Notice of Cancellation that states the exact time and date the policy **** terminate if a premium payment is not received. If payment is received after the time and date specified on the Notice of Cancellation, the policy *** be eligible to be reinstated with a lapse in coverage. Upon reinstatement, a $15.00 Reinstatement Fee **** be added to the next invoice due on the policy. We find that our cancellation process and premium calculations on Ms. *****’s policy are correct and in accordance with Alabama insurance guidelines and our normal procedures. We sent all invoices and Notice of Cancellations in a timely manner advising Ms. ***** of the payment due dates to prevent the cancellation of her policy. We regret she feels as though we have “lied about the stipulations for reinstating insurance policy”; however, it appears she *** be misinterpreting our notices and/or not fully understanding our billing process. As such, we encourage her to reach out to our office and one of our Representatives **** gladly review these notices with her to ensure she has a good understanding of this process. Please note, her policy has been lapsed since March 18, 2022 and as of the date of this response to your office, a payment in the amount of $103.58 has not been received to reinstate her policy with an additional lapse in coverage. If her policy remains terminated due to non-payment, there **** be a valid premium balance owed in the amount of $9.22 for coverage provided up to the cancellation date of March 18, 2022. As such, we remain unable to honor her proposed resolution to provide her a refund on this policy. Please contact me if you have any questions or need additional information or documentation regarding this complaint. Sincerely,

• Initial Complaint

  02/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I paid for a month of insurance on 2/9/22 I called to have 2 vehicles removed from the policy effective 2/11/22. They advised they would not be refunding me for those 2 vehicles. Policy #*******

  

  Business response

  03/09/2022

  Business Response /* (1000, 5, 2022/03/08) */ We have received your correspondence regarding the above referenced complaint. I have reviewed our files and offer the following response. On April 10, 2017, Ms. ********** applied online for an auto insurance policy with Permanent General Assurance Corporation for a policy period of twelve (12) months. She chose to pay the premium due by making a down payment of $171.17 plus eleven (11) future installments due before the 10th of each month. Ms. **********’s policy was renewed for an additional twelve (12) month policy term effective 12:01 AM on April 10, 2018, 12:01 AM on April 10, 2019, 12:01 AM on April 10, 2020, and 12:01 AM on April 10, 2021. On January 6, 2022 and January 8, 2022, Ms. ********** accessed her policy online, via our MyPolicy website, and generated a quote-only policy change request to add a 2009 ******* G8 with Comprehensive and Collision coverage with $1,000.00 deductibles each. No changes were made because she did not submit the changes to our Underwriting Team for processing. As such, coverage was not afforded to the 2009 ******* G8 listed on the quote. On February 9, 2022, Ms. ********** accessed her policy online and submitted the tenth current policy term installment as invoiced on January 23, 2022, for $459.27. On February 10, 2022, Ms. ********** called to delete a 2013 ********* ********* and a 2009 ******* G8 from her policy due to having placed coverage with another insurance carrier. We manually completed and submitted the requested endorsement change to delete the 2013 ********* ********* to our Underwriting Team. However, we incorrectly advised we 2 would be unable to delete the 2009 ******* G8 as this vehicle had never been added to the policy. We should have advised, the quote-only policy change request she generated on January 8, 2022, to add the vehicle, was never submitted for processing; therefore, the 2009 ******* G8 was not listed on her policy. She then asked about a refund since one (1) day prior she made her premium payment of $459.27. Unfortunately, we advise a refund would not be issued, and attempted to convey our normal procedure regarding total net premium changes, but missed an opportunity to clearly explain this process. To clarify our normal procedures, if an invoice has already been issued and a policyholder requests policy changes, and those changes cause a premium impact, (up or down), the invoiced amount does not change. Meaning, the premium change is spread (applied) to each remaining policy installment in that current policy term. We apologize for this confusion and **** utilize this as a training opportunity for our Associates. Later this same day, our Underwriting Team reviewed Ms. **********’s request to delete a 2013 ********* ********* and a 2009 ******* G8 from her policy but found her signed, written request was not received. We followed our normal procedure and emailed and mailed her a letter requesting her signature and provided a copy of the phone endorsement she could sign and return to us for processing. On February 14, 2022, we received several electronic responses regarding our letter requesting a signed, written request to delete vehicles from Ms. **********’s policy via her MyPolicy online account. Each response indicated an attachment was sent showing proof of other coverage for the 2013 ********* ********* and the 2008 ******* G8. However, during our review it was determined her signature was still needed to fully process her requested changes. As such, we sent her a letter requesting her signature and again provided a copy of the phone endorsement she could sign and return to us for processing. On February 16, 2022, we received an email containing proof of other insurance for the 2009 ******* G8 and 2013 ********* ********* that were now insured through ************** on a policy written for a driver on her policy,******* ******. However, we did not receive a signed statement from Ms. ********** authorizing us to remove the 2013 ********* ********* from her policy with our Company. On February 20, 2022, we emailed Ms. ********** an invoice for $459.27, due before March 9, 2022. Please note, this was her final installment invoice for the current policy term and there was no adjustment to the payment amount due because we had not yet received her signed statement to delete the 2013 ********* ********* from her policy. On February 21, 2022, we emailed and mailed Ms. ********** a Renewal Offer with a payment voucher to extend policy coverage for an additional twelve (12) month policy term. To continue coverage on the current pay plan, a renewal down payment of $493.13 was due April 9, 2022. Please note, this offer did not supersede the final installment invoice sent to her on February 20, 2022 and included premium for the 2013 ********* ********* as we had not yet received her signed statement to delete this vehicle from her policy. On February 24, 2022, we emailed and mailed Ms. ********** a Notice of Cancellation advising her policy would terminate effective 12:01 AM on March 10, 2022, due to nonpayment of premium, if payment of $459.27 was not received. 3 After receiving this complaint, we have reviewed Ms. **********’s policy including any requests or phone calls she initiated to make changes to her policy. We discovered on March 2, 2022, she accessed her policy online and electronically signed to delete the 2013 ********* ********* effective this same day. During our review, we found sufficient proof documents showing this vehicle was placed with another carrier. As such, we accepted this electronic request plus the prior proof documents showing the vehicle was now insured through ************** and deleted the 2013 ********* ********* effective February 11, 2022, the day the vehicle was afforded coverage through **************. This change caused a total net premium decrease of $131.00. This credit was applied to her final installment invoiced on February 20, 2022. Meaning, instead of having a current premium balance due of $459.27, that amount owed was reduced to $328.27, due before March 9, 2022, per our normal procedure. While she did not receive a refund in the traditional sense, she did receive a “refund” credit toward the premium applied to her policy. On March 3, 2022, Ms. ********** accessed her policy, via our MyPolicy website, and submitted an additional policy change request to delete **** ******, ***** ******, a 2008 ***** Ram, and 2009 **** Crown Victoria from the policy effective the current date. These changes caused a total net premium decrease of $394.00. This credit was again applied to the final installment due on the current policy term, as per our normal procedures. As such, the payment amount due before March 9, 2022 was further reduced to zero ($0.00) and a credit of $65.73 was left on the account. This amount could either be refunded or used towards the renewal down payment needed to continue policy coverage for an additional twelve (12) month term. We find we administered Ms. **********’s policy in accordance with the insurance guidelines for the state of Wisconsin and our normal policy procedures. All required notices and letters were mailed to her in a timely manner, as described above. The 2013 ********* ********* has been removed effective the date the vehicle was provided coverage with **************. We can confirm the 2008 ******* G8 was never listed on her policy as a covered vehicle, as such it was not available to delete. We have also processed her follow-up request to delete two (2) drivers and two (2) other vehicles. All premium credits associated with her requested policy changes have been properly applied to her account. We apologize for any frustration she *** have experienced but can affirm her policy change request was fully processed and all return premium credits have been properly applied to the policy. Please contact me if you have any questions or need additional information or documentation regarding this complaint. Sincerely, ***** D*********e Director of Policy Operations Phone: XXX-XXX-XXXX Fax: XXX-XXX-XXXX Email: ************@thegeneral.com Consumer Response /* (2000, 7, 2022/03/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I **** accept it being taken off the premium

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