ComplaintsforCulnan Insurance Agency, LLC

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Did a change of address for my Insurance with Culnan in may of 2022. Since then they have used my new address to send updates to my Homeowners policy. However Culnan neglected to change my address on my auto insurance and as a result NYS DMV suspended my registration for my 3 vehicles on 7/15/2023. *********** website states to contact the agent with a change of address , which is what I did. This resulted in a cival penalty of $200.00 per vehicle to resolve the issue. I contacted Culnan for resolution over 4 onths ago, again on Sept 5th and they said they were looking into it and would be in touch. I have heard nothing else. I can supply copies of suspension orders if required. They also let my camper insurance lapse.

  Business response

  12/05/2023

  BBB spoke to the business and the following was relayed: 

  We will be reaching out to the customer to discuss this matter.    

  We were not informed of the address change.  Also, the customer was mailed notices directly from the DMV, in regard to the penalties.  If he would have notified us of those notices when he received the first one, we could have intervened.  But regardless, we are not responsible for him ignoring the DMV notices, those were solely his responsibility.   

  Customer response

  12/06/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  The only message Dmv gives is the suspension order which means it is already in effect. I gave these to the insurance company showing the suspension. Again already in effect. There is no warning that insurance has or is about to expire from DMV. That is the resposibility of the agent. The only reminders DMV sends out are registration reminders which are not insurance reminders. Culnan was notified of my address change and in fact Culnan changed my Homeowner policy from my old address to my new address long before my auto insurance ran out. They then sent my updated homeowners to my new permanent address, but they neglected to change their mailing address in their system for my three auto policies which meant I did not get a renewal bill from them.  Regards, ***** ******  

  Business response

  12/06/2023

  The Culnan Insurance Agency,LLC cannot honor any request to bind or alter any coverage on a policy via email or voicemail. All policy changes and claim reports must be made directly to an Agent or your Insurance Carrier.

  Customer response

  12/06/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. I am not asking to alter or bind a policy. They made an error by not officially changing my address for my auto insurance when asked. This request was made to the agent based on the policy of *********** Ins. from the *********** website policy statement. It said to contact the agent with any changes which is what I did. Because of the agents error I was fined by DMV for no coverage as it expired and no notice was sent to me at the address I provided to Culnan long before it expired. My request for retribution is not a request to alter or bind the policy but just a request to make up for their mistake in the amount of $600 which is what I had to pay to reinstate my registrations. 3 vehicles, $200 each.  Regards,  ***** ******

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