ComplaintsforGLV Insurance Agency Inc

• Initial Complaint

  10/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted this company to request the cancellation of my home insurance. This request was sent on 9/1/22. I asked that the insurance be canceled effective on 8/30/22 which is the date that I satisfied the lien on my home. I received a reimbursement check that did not contain a breakdown of the amount refunded. Based on the annual premium and the days on which I overpaid, I came to a different refund amount than that which was sent to me. I repeatedly contacted the **** ***************** by email but received no response. I contacted the insurance company (People's ********** **** but was told that I had to go through the broker (Insurance Express) to get the information that I was requesting. Today I called Insurance Express again and was told that the refund amount does not count 9/1 as one of the days eligible for reimbursement and that I am being reimbursed for 39 days of no home insurance minus $27.00 in taxes that account for the $3,519.00 annual premium. I question this. Also, if the insurance was canceled effective on 9/1 and the renewal was due on 10/11, I believe I should have been refunded for 40 days of no insurance, not 39. My original broker, ****************** is no longer with Insurance Express and even when he was there, I paid years of coverage for an addition to my home which apparently wasn't even covered by my insurance policy and I never got back the hundreds of dollars of overpayment. So this frustration stems from the years of overpayment and now I am getting the run around on what I am truly owed for canceling the policy before the renewal date. The amount should be $385.64, not the $373.00 received. I have not cashed the check until I get a written explanation/breakdown for the difference in the amount due.

  Business response

  10/12/2022

  The insured was sent a cancellation notice the same day that she requested the cancellation on Sept. 1, ********************* her complaint. Carrier,People's Trust Insurance Company, does not backdate for paying off the loan as insured still has an insurable interest.  They will backdate due to the sale of the home or up to 30 days for replacement coverage but will not backdate for loan satisfaction. Carrier will cancel effective the day requested if it is received within 7 days of the requested date which it was. We received signed request back on 9/6/22. Carrier cancelled 9/1/22 as per their guidelines.

   Insured was sent a refund of the unearned premium in the amount of $373.00.  We attempted to contact insured to explain this further however she did not respond. Written explanation was sent to insured on  10/07/2022 as per her request.

   

  Customer response

  10/13/2022

   
  Complaint: 18167686
  
  I am rejecting this response because:  I was called during hours in which I work and I was unable to take the call.  I have been in ongoing communication with a staff person from Insurance Express, *****************************, regarding my concerns.  Of issue is $27 that was not included as part of the refund.  I have repeatedly asked to be presented with something in writing that states that this part of the requested refund is non-refundable.  I am waiting for the response from ****************** to an email that I sent to her on 10/12/22.  
  
  Sincerely,
  
  ***************************

  Business response

  10/31/2022

  We have emailed & attempted to call insured on 10/12/22 to explain the *** fees are non-refundable.  This fee is part of her policy rules and rates which are filed with ******* ********** of ******* services. 

   We gave her the full breakdown of her refund, which included the $25 non-refundable *** fee.  Insurance Express is the insurance agency which wrote & serviced her policy with People's Trust Insurance. We are not the *** for the carrier and can not refund her this fee.  We promptly sent her request to cancel her policy to the carrier when she paid off her mortgage and no longer chose to carry insurance. Her policy was canceled as per the filed carrier guidelines. Her refund of the ***EARNED premium was sent to the insured.  Please close this case. 

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