ComplaintsforOld Dominion Insurance Services Inc

• Initial Complaint

  02/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  OLD DOMINION Insurance canceled my insurance and really put me in a bind when they were at fault. Someone didn't do their job when I contacted them and gave them my correct billing info it was never entered into the system so they were debting the wrong account that I did not use anymore for several months. I called every month to give them my correct info . In August I called to make a payment and I was told I did not owe anything it was paid up for the month..I never received any notice in the mail of cancelation . I called from then on tothe make the payment over the phone until I called in December and they would not accept a payment because it was cancel and did not have a reinstated fee so then I finally talked to a agent who was a total jerk and did not do his job of calling to get my insurance to try to get it reinstated.. He acted like I was a problem the entire conversation which happened the last week of December on a Friday after 4 o'clock and the department he was supposed to contact about reinstating my insurance leaves the office at 4 o'clock so I know he did not try to help me after I pleaded with him on the phone. I never had a claim on the insurance and the bill was paid eventually when I would see that they was still trying to draft the wrong account I would call and make the payment..then they tell me I missed June's payment ..well this is December why am I just hearing about this when I been calling for 4 months making a single payment and nobody told me anything about a missed payment..The least they could have done was reinstate my policy . I had also been sick for several months with pneumonia and they did not care at all ..they could have helped me ..

  Business response

  03/06/2024

  To Whom it may concern,On nine separate occasions over ten months the customer failed to pay the current billand the past due bill. The customer gave several contradictory statements as the reason for thenon-payment which demonstrated a lack of reliability and believability. The policy was canceledas a consequence of the above factors. The Insurance Company, not the agency, then chose not toreinstate the customer's policy. The Agency then decided not to write the customer with anothercompany due to the payment history. Several attempts were made to stress the repercussions ofnon-payment to the customer however the behavior persisted.

  Customer response

  03/06/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The statement the insurance company issued is false. I was never contacted by anyone about paying my bill. I called them to make my payment and to give my correct bill information so I could keep the 5 percent discount. No one changed this in the system so I continued to call and make the payments over the phone each month after they tried to draft the wrong account each time. Also I was told I missed June orJulys payment in December ,why didn't I know about this sooner when I called to make the payment I should have been made aware of the missed payment but I was not. And I had my friend to call to make a payment in between payments so that I could get ahead on my bill and he was told I didn't owe anything and wouldn't accept a payment and this was in August of 2023 . I WAS STILL GETTING The discount for automatic draft and I was calling to pay so that shows somebody was not doing their job efficiently or someone would have caught that mistake on their part. The agency could have called the insurance company and asked for my policy to be reinstated but no effort was made to do that.  Regards, ****** ******** 

  Business response

  03/28/2024

  To whom it may concern,In regards to the messages received, there is no five percent discount on the payment plan the customer had. The customer was on a twelve month automatic payment plan which drafts the required amount directly from the customers checking account. Due to the automatic draft the payment plan waives a five dollar processing fee usually associated with paying the bill. The customer had too many non-sufficient funds transactions for the Insurance Company to reinstate her policy. Each time a non-sufficient funds transaction takes place the Insurance company would send the customer a letter in the mail to notify them of the error. In addition to this the Insurance Company would send the customer a letter in the mail to notify them that the policy would be terminated for non-payment unless the bill was paid within a specified period of time. The Insurance Company, not the agency, then chose not to reinstate the customer's policy. The Agency then decided not to write the customer with another company due to the payment history.

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