Complaints

• Initial Complaint

  10/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up with C1 years ago to get Travelers insurance. I originally was using an agent named Josh who was very helpful. Travelers partnership with C1 is that I cannot modify ANY information on my policy or account without C1 doing so on my behalf, this wasn't an issue because Josh was very attentive. Along the way I sold my house and moved three times. I was made aware twice last year that my payments on my policy had lapsed. I called an addressed this with C1 twice, providing my debit card because my credit card was not accepted. Mind you, every time a policy changes, payment information is not rolled over. C1 would charge the month and then lapse my payment again. When I discovered for a third time that this was the case, that my policy had lapsed, I attempted to address it with the owner. He told me that he didn't feel that C1 was responsible and that they would not be willing to cover any risk I was exposed to for their error because he felt I just didn't check my mail. The only items I ever received from Travelers were commensurate the times I contacted C1 about this.

  Business response

  01/04/2023

  Business Response /* (1000, 5, 2022/10/13) */ As a servicing agency in the insurance space, we do not function in a capacity of fulfilling insurance coverage. We simply facilitate and service personal lines property & casualty insurance coverage. In this particular instance, the insured setup their coverage in a bill method as "bill by mail" on a monthly frequency. We have a signed insurance application reflecting this. During the course of time post inception of the coverage the insured received 4 notifications provided by his insurance carrier that payment was due. We as a servicing agency rely on the response from the insured regarding billing requests sent directly from the insurance carrier. We as a servicing agency generally do not process payment for insurance coverage in our systems, that is done through the providers system. This insured did not take action on the written notices that were sent regarding the outstanding bill(s). As such the policy cancelled and the insured received written acknowledgement of said cancellation via USPS from the insurance carrier directly. Our firm does not underwrite and offer terms of coverage we are simply a servicing vessel. Due to the nature of how the policy was originally setup with a bill by mail method on a monthly cadence for the 12 month term, the statement that the insured would contact our firm to make a payment on a monthly basis is how the insured requested to be set up. The fact that there was a breakdown in making the required payments to keep coverage in place while receiving written statements indicating payment were past due, we as a firm do not feel that it is appropriate to accept responsibility for this situation. Consumer Response /* (3000, 7, 2022/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) C1 Insurance, as the agency that represented me to Travelers had full control of my Travelers accounts. The portal I logged into for Travelers Insurance required me to call C1 any time I wanted to make a change. There is no "the insured selected" because Travelers had to fill these details out. Through the policy changes, which were changes in locations, Travelers had to take my payment information over the phone and setup my payments on my behalf because I was not able to do it through the client portal myself. I couldn't even change simple policy details through the portal without C1 Insurance doing it for me over the phone. My auto policy, when cancelled, still contained the address I had used in another city. I had contacted C1 Insurance after receiving notices in the mail asking them to setup autopay on this particular policy, as was done on my auto policy. To say that I simply did not read my mail is ignoring the fact that C1 Insurance has records showing that I called in asking them to do this. It is incorrect that I ever selected bill by mail. I have moved four times in the last four years and have always setup autopay with other policies I had with them including: home insurance, auto insurance, and at least three renters insurance policies as I moved. Business Response /* (4000, 9, 2022/10/24) */ We appreciate the continued desire for a path to resolution on this matter. We as a business have followed the standard operating procedures set forth for the organization and will continue our position on this matter.

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