ComplaintsforBlue Horizon Insurance and Financial Services LLC

• Initial Complaint

  06/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am renting my condo in **************, I am living in ******** taking care of family. 3-14-24 I spoke with ****. I informed her my renters have moved out of my condo and I need to switch my policy to an Owners Insurance policy. I informed her I was moving back to my condo and please switch my policy from Renters Insurance to an Owners Insurance policy. I was told she would get that done and call me the following day. No phone call from Blue Horizon. 3-21-24, I call Blue Horizon back and I am told by the assist, **** was working on my policy and somebody would call me the following day. No phone call from Blue Horizon. 4-1-24, I call Blue Horizon, and I speak with *****. I explain to ***** I need to pay my insurance and ask ***** to check and see what was happening with my Condo Insurance. I informed ************ would like to pay my annual condo insurance. ***** informs me it is a good thing I called, because my policy would have lapsed that day. (What the heck!!!!!) He informed me I was in good hands, and he would take care of this, and call my the following day. No phone call. 4-11-24, I call Blue Horizon and reintegrate that I no longer want my mail sent to ********, please send it to my condo address. I called Blue Horizon to pay my condo insurance. I get back home in May and called Blue Horizon to make sure everything was done on my end, did I need to sign anything for them? I ask the assistant to please check and let me know as soon as she could. 5-2-24, I call And ask why they sent me two policies, with a bill saying my insurance was cancelled. 6-3, I call Blue Horizon to ask if I could get the correct policy mailed to my condo in **************. Blue Horizon sent that policy to ********. 6-4, I received a call from **** saying there was infact something major wrong with my policy. 6-5, I get new condo insurance with another company. My new insurance sent a letter to cancel my policy. 6-18, I go to Blue Horizon to find out where my 850 was. I was told no refund

  Business response

  06/19/2024

  This is a false complaint. My team gave her excellent service. She moved from out of State Back to ****************. I personally issued her a new Home owners policy.  Her old Landlord policy then needed to be canceled.  That particular company, Foremost Insurance required a signed cancel form. My **************** rep noticed from our reports that this old landlord policy needed canceled still. Giving great service my CSR called her proactively letting her know she needed a signature ***** got very upset and hung up. When we tried to call her back to let her know there was no problem but we needed to backdate the cancel of the old policy and needed her to sign for that she wouldn't answer. We then mailed her a letter showing the same.  A few days later we recievd a fax cancel reqquest which we then had to honor and cancelled the policy she listed per her signed cancel request.  

  There was never an issue at all. My team reached out to her to help her. She thought the worst and hung up and then sent in a cancel form to us from Gieco.

  If she would have let us help her and explain how simple of a task this was we would have been able to cancel her prior home policy the effective date of the new home policy we issued for her. 

   

  Because she chose to send in a cancel form for a later date she now owes money on the prior policy.

  the attached cancel form she sent to us shows the exact date we needed to cancel 

   

  Notes form system. 

  Date:   Tuesday June 18, 2024 01:43:10 PM      Policy:   None
  By:   *******************
  Note Type:   General
  ******* came in upset "i need to figure out what's going on with my insurance because everything was supposed to be cancelled." ----c notes prior----- ***** came up to the front to explain main issue is her not understanding and assumed the worse when she hung up and then did not responding to any of our attempts 2 contact her back.......she began to argue, about how terrible our office is.I then came up to try & explain. She was still very upset & started getting aggressive with *****! ******* began cussing at ***** and flipping him off... ***** walked back to his desk... ******* she was still being argumentative and I should be refunded my money she stated..I tried 1 more time to explain no bad service was done & I was trying to help save her money but due to no response and ignoring our office attempts had to fulfill cancel form received from Geico & process cancellation on her policy (only ** policy listed.) which left balance due
  ******* still upset & asked what is taking so long, I told ***** to print out a cancel form for her Home policy, Told ******* we could cancel her primary home policy but any balance owed on the landlord policy will still be due with that she said she was going to her attorneys office and walked out the office.
  Append   print
  Date:   Thursday June 6, 2024 10:02:39 AM      Policy:   Foremost Insurance Group: Home / Renter - 501224210300
  By:   *******************
  Note Type:   General
  Rcvd fwrd email from ***** of attached CN form 4 ***** ...
  however the cn form rcvd has the **andlord policy # (not **policy) w/ the eff. date of 6-5-24. (this would cause the ** policy to have an outstanding balance as it renewed 5-16-24...Instead of backdating & cn the ** poli w/ the eff. date of the ** policy issued (4-11-24)
  
  Added by ******************* on 2024-06-06 10:03:24
  
  left v.m asking to give call back to go over these details - no response- sent email also.
  
  
  Added by ******************* on 2024-06-06 12:25:13
  
  * left multiple v.m
  
  
  Added by ******************* on 2024-06-10 15:14:02
  
  Have not been able to get into contact w/ *********** will process form received....
  Cancel form rcvd via email (Geico Docusign) has ** policy ONLY listed w/ an effective date 6-5-24 , signed 6/04/24.....tried many times ,&ways, to contact ***** to confirm details. - un responsive.
  
  Append   print
  Date:   Tuesday June 4, 2024 01:54:48 PM      Policy:   Foremost Insurance Group: Home / Renter - 501224210300
  By:   *******************
  Note Type:   General
  ******* called in to confirm mailing address & only 1 ** policy in place as landlord poli no longer needed. (moved into her own rental.) see landlord policy still active & recently renewed...did a live chat to cancel effective 4-11-24 as new ** policy issued but cn form unaccepted (need wet signature). then re-request.
  
  Added by ******************* on 2024-06-04 16:49:59
  
  when talking w/ her on phone - unable to explain anything besides the ** poli active; was very upset and hung up on me until "i get more calmed down."
  sent email explaining just need a cn form w/ wet signature - emailed form for signature. Also mailed one....
  
  Append   print
  Date:   Thursday May 30, 2024 01:27:13 PM      Policy:   Foremost Insurance Group: Home / Renter - 501224210300
  By:   *******************
  Note Type:   General
  renewal reach out ; pymt reminder.
  Append   print
  Date:   Thursday April 11, 2024 02:38:57 PM      Policy:   None
  By:   ***********************
  Note Type:   General
  issued formost signature policy for condo 850 year emailed docs to client and saved unsigned to file
  Append 

   

  Customer response

  06/19/2024

   
  Complaint: 21870327
  
  I am rejecting this response because, my first first phone call to Blue Horizon, was on March 14th at 4:22pm. Again, I called Blue Horizon 3/14/24, 3/21/24, 4/1/24, 4/11/24, 5/2/24, 5/6/24, & 6/3/24. I needed to know each time I called if my policy was correct, and how much I owed for the year on my Condo Insurance. I asked them several times why I hadn't received an invoice. To be told again, by Blue Horizon, somebody would call me back the next day and I was in good hands. on 4/11/24, because I had not received an invoice, nor a telephone call back, and I would be on the road traveling back to **********, I called Blue Horizon and spoke to *****. ***** informs me it is a good thing I called because my policy would have lapst. No phone call back, no email or text to inform me of this? I made   an $850.00 payment with *****, which came out of my bank account, April 12. When I called Blue Horizon, on April 11th, I asked if they could please email or mail me my policy, verifying again they had the correct address to my ************** home.  I called on May 2, to inform Blue Horizon that I had received two policies in the mail upon returning home. I was told the correct policy would be mailed out the next day.  I called on May 6th, to ask where my corrected policy was, and inform them they could email it to me. May 9th, I receive a call from my niece in ******** that my Blue Horizon policy had been mailed to her house. Blue Horizon reached out to me on 6/4/24, to tell me they had my insurance policies mixed up and there was a problem. At this point I am absolutely livid, and inform ****, at Blue Horizon, I was to upset to talk on the phone.  I never received any emails or mail to sign and return, nor was I told I had anything to sign. 6/5/24, I have a new Insurance Policy with Geico.  I told Geico I wasn't sure which policy with Blue Horizon was correct. Geico cancels my policy with Blue Horizon. 6/7/24, at 1:08pm, I call Blue Horizon, to follow up with ***** cancelling my Blue Horizon policy. I left Blue Horizon a detailed message to cancel any policy I had with them, effective immediately, and return my money owed. My policy was written for May 2024, to May 2025. Nobody called me back to sign anything, so I thought we were good. June 18, 2024, I went into Blue Horizon and ask where my refund check was. ***** informed me since I hung up on ****, I would not be getting any of my 2024-2025 insurance policy back. And in fact I owed them more money. This is another example of the unprofessional behavior that forced me to change insurance companies.

   

  Thank you for your time,

   

  
  Sincerely,
  
  *************************

• Initial Complaint

  03/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 10/25/2023 I signed a renters insurance policy cancelation and emailed it as requested to Blue Horizon in ********* **. The cancelation was to be effective 10/30/2023. On 02/27/2024 I received a text from ***** asking for confirmation that I no longer need the insurance. I responded by saying I moved and no longer need the insurance. And then the writer said they will email me a cancelation form. I said I already canceled in 10/25/2023 and to email me for tracking purposes. Since I was unable to find my email conversation and signed cancelation form *********************** of Blue Horizon refused to back date my cancelation. After multiple emails ***** said the last he heard from me was on 10/25/23 and I had printed the electronic signature vs signing it and it was not acceptable. I told him I had contact after that and that he was cherry picking the emails and not taking into consideration that I had responded after the printed signature issue was brought to my attention. I repeatedly told ************ lost my emails and had no proof but he should have it in his system. He said he did not. Today, I used an email recovery program and retrieved all of my emails. I have the email conversation and the properly signed cancelation for dated 10/25/2023. I have attached the form. If you need the email conversation between me and ***********************, Blue Horizon Insurance, representative, I can forward it to you. I also have the emails showing that *********************** said there was no further contact from me in 10/2023. The systems shows that I sent the signed form on 10/25/23 7 minutes after ***** requested a corrected form. I want my cancelation of renters insurance back dated too reflect a cancelation date of 10/30/2023 not 02/2024 as *********************** processed. I was left with no choice but to sign the 02/2024 cancelation form or lose my good insurance rating. Please assist. I no longer wish to deal with Blue Horizon since they continue to deny having my signed cancelation and email conversation.

  Business response

  03/12/2024

  ***** called and emailed several people in my office. Each time she was given professional courteous service.  She was given our cancelation form at least three times from three different team members.  She typed her name rather than signing it and was advised we couldn't use a typed signature to cancel a policy contract. My team member went on to help her.  In February my team also followed up on the policy for a different reason prompting ***** to see she never followed through and canceled her policy contact.  We very much wanted to help her cancel but were never given the proper documentation needed.  

   

  She has now gone on to complain with untrue statements harming my agency's online reputation. The communications uploaded to this site in a word document clearly shows ***** was given correct and professional help and failed to get the needed signed document or other proof of a new policy to us to properly cancel.  I have given ***** a reasonable amount of time to remove any untrue and harmful statements and online reviews before we pursue legal action against her.  

  Customer response

  03/13/2024

   
  Complaint: 21410841
  
  I am rejecting this response because: On 10/25/23 I requested renters cancelation effective 10/30/23 and it wasn't input into the system. I printed my name on the form as I couldn't figure out how to sign it. ***** rejected the form. About 10 minutes later I emailed the printed and signed form electronically. I'm just asking that this form be honored and back dated. I had lost all emails and was confused as to how the original process occurred and who I was corresponding with. A few days ago I took the review off of the ******** page of Blue Horizon. The cancelation form is attached. 
  
  Sincerely,
  
  ***** *********

  Business response

  03/20/2024

  Regarding ***** *********:
  
  I worked very hard to assist her and was met with attacks  and false statements. When it was found through my teams follow up on another matter that she didnt follow through to cancel her policies. I personally offered to help her back date the cancellation several times.
  I am happy to provide all proofs needed as we document conversations and save emails and documents.
  On  10/25 at 12:59 my CSR emailed a form for ***** to sign and send back to cancel her policy. 
  
  On 10/25/24 at 1:26 pm  ***** emailed back an incomplete form that was not signed. 
  
  
  
  Here is a screen shot showing that it was not signed correctly.
  
  
  On 10/25/24 at 1:35 pm My CSR emailed back advising it was not correctly signed and needed to be signed.   
  
  
  ***** did not reply back to *********************** after that. She did not send in the needed signature to cancel the policy. My CSR promptly replied back with clear instructions. 
  
  On 02/27 my reports manager sent ***** a customer service text.  Please see that conversation. Below
  
  *******************
  **************
  2/27 03:40 PM
  Hello *****, I hope your week is going great so far! I am reaching out in regards to the recent notice of non-renewal on your auto insurance policy. I just want to confirm you have moved out of state and no longer need this Progressive policy? Thank you for your response, BHIFS
  **************
  2/27 03:42 PM
  Yes, I moved from WA.
  **************
  2/27 03:43 PM
  okay, with that I can I email you a cancel form for you to sign in order to cancel your renters and auto insurance policy that is still active? Thank you, *****
  
  on 2/27/24 and 3:52 pm my reporting manager sent her another cancel form.
  
  On 2/27/24 at 3;56 ***** replied back and did not include a cancel form.
  
  On 3/27/24 at 3:59 pm my reporting manager once again asked for a signed cancel form. Which she had previously sent to *****.
  
  The cancel form is a form she can fill out and send to us with dates.  My team member even tried to help her by filling in the dates.  ***** sent two more emails to her at 4pm and 4:08pm
  
  
  The following day my reports manager sent her another cancel form that sahe even filled out for her.
  
  
  
  On 2/28/24 at 4:42 pm ***** sent another email to my reporting manager and didnt include the cancel form. And talked about her moving and property manager which is something we have nothing at all to do with. 
  
  On the same email you can see an attachment this was not anything relevant to our insurance business. See below screen shot.
  
  
  Once again please notice she did not include the signed cancel form sent to her many times and requested.
  On 2/28/24 at 6/17pm she sent one last email to my reporting manager without the signed cancel included
  
  
  In many cases we can use a replacement policy as proof to cancel.  The screen shot she sent would not be that and didnt meet requirements by the insurance carrier to cancel the policy contract.  Here is that screen shot in full form her last email to She my reporting manager.
  
  
  
  On 2/28/24 ***** sent a reply email back to a customer service survey. I use a third party company to send out these surveys to make sure my clients are happy and taken care of. She does not follow through with items requested and is offered help at every opportunity.
  Below are those emails with only the grafics and headers removed.
  
  On Tue, Oct 17, 2023, 8:35 AM *********************** <***************> wrote:
  Hi *****,
  It's important for us at Blue Horizon Insurance and Financial Services to continue making improvements. That's why I'm sending this email; to ask you for your feedback. Your feedback will help us continue to improve and offer the best service possible to you and others.
  I only have two questions, and should take less than a minute to answer. The first one is below, and then a second will open after you click your response.
  
  How likely is it that you would recommend Blue Horizon Insurance and Financial Services to a friend or colleague?
        
  0 - Not Likely      10 - Very Likely
  012345678910
  
  Hi,
  
  I contacted in October 2023 to cancel my renter's insurance because I moved 10/30/23 from WA to AZ. Now, I'm receiving a text saying I need to complete a cancelation form?? A form for renter's and auto. 
  Thanks, *****
  
  HI *****,
  I did just double check. It doesnt look like you ever canceled your policies. . Your new agent would have you sign a cancel form they would send to us when you got the new policy. If they didnt I have a form attached to this you can use.  We can backdate generally 30 days.  If youd like it cancelled farther back then that please send the declarations page of the replacement policy along with your signed cancel request and ill send it in to have it backdated for you.
  
  On Wed, Feb 28, 2024, 6:33 PM ***** ********* <************************>wrote:
  I did cancel with *******************. 
  I did not get a new policy as a renter because I'm no longer renting.
  My new auto policy wasn't done through an agent I went online and did that myself. I haven't received the paper copies of the policy in the mail yet since I just did that the other day.
  On Wed, Feb 28, 2024, 6:58 PM ***** ********* <************************> wrote:
  Hi, 
  
  I have attached a receipt for my homeowners insurance in AZ. Paid in full dated 10/19/2023...
  Sent: Thursday, February 29, 2024 1:22 PM
  To: ***** ********* <************************>
  Subject: RE: *****, two questions for you.
  
  
  
  I am sorry that last part didnt make sence to me. Here is the prior email and Ive re attached a copy of our cance form for you. I did check your file and do not see we evr received the correct info to canc el.Id love to help you out with this. Please see the belwo email.
  
  I did just double check. It doesnt look like you ever canceled your policies. . Your new agent would have you sign a cancel form they would send to us when you got the new policy. If they didnt I have a form attached to this you can use.  We can backdate generally 30 days.  If youd like it cancelled farther back then that please send the declarations page of the replacement policy along with your signed cancel request and ill send it in to have it backdated for you.
  
  As you can see ***** did not send in the cancel form and she spoke with and received help from three people in my office *****, Shae, and myself ***********************.  Each time she complains and shift blame to others.
  
  On 2/29 at 1:23 I replied back to ***** letting her know her screen shot of a payment made to a company wouldnt be what was requested and would not work.
  Hi *****,
  
  This wouldnt work as proof.
  please send the declarations page of the replacement policy along with your signed cancel request and ill send it in to have it backdated for you
  the same day at 2:05 ***** sends a demanding email instead of following through and is now confused about whom she has been communicating with.
  Sent: Thursday, February 29, 2024 2:05 PM
  To: admin bhifs.com <***************>
  Subject: Re: *****, two questions for you.
  
  Where is *******************? She has our email conversations about the cancelations. 
  
  I should not be penalized for this when your employee, *******************, is who I dealt with.
  
  Where is she?? I want to speak with *****.
  
  Thanks
  Sent: Thursday, February 29, 2024 3:31 PM
  To: ***** ********* <************************>
  Subject: RE: *****, two questions for you.
  
  Hi *****,
  
  I dont think your being penalized at all. I am sorry you feel that way. My staff would always let you know the correct process to cancel an insurance contract. If you have an email conversation that shows you didnt need to send in a cancel form or replacement policy please forward that to me.
  
  On 2/29/24 I replied back at 3:57pm offering help and concern.
  Sent: Thursday, February 29, 2024 3:57 PM
  To: ***** ********* <************************>
  Cc: ******************* <******************>
  Subject: RE: *****, two questions for you.
  
  She is in ******* with a child in the hospital today.  Ill set a task to go through her email with her tomorrow or Monday . If we can find the correct proof Ill personally send it into progressive to process and back date the cancelation further. 
  
  You are a valued client and Ill do my best to make sure youre taken care of how you should be.
  On Thu, Feb 29, 2024, 4:20 PM ***** ********* <************************>wrote:
  I give up on the cancelation effective date. 
  
  Attached is the form Shae sent me.
  
  Unfortunately, I lost my emails from ******************* and can't prove that she assured me that everything was taken care of when I requested my cancelations. 
  
  I'll be sure to write a review.
  
  *****
  
  
  These emails, screenshots and timeline show that ***** was given great service and never followed through with her side of things. She was offered help to back date and chose to send in a signed cancel form with out backdating.  My team mates and myself all gave her friendly kind service as you can see with our communications. 
  
  
  
  
  
  

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