ComplaintsforJohn Ren Insurance Agency

• Initial Complaint

  02/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a homeowner insurance with ******** ********* ******* since 2013 (policy #: ***************, the policy covers a rental property located at **** ********* ***** ********** ** **********. On 10/19/2021, a part of property was damaged by cooking fire caused by the tenant who has insurance coverage. I contacted to my insurance company regarding this incident, I was told my insurance will cover a depreciated value for the damaged area, not a full replacement cost because my policy does not include “Repl cost-Dwell incl Ord/Law”. Then I looked at my policy coverage of every year and compared them, the coverage was consistent until the policy period 10/16/2019-10/16/2020. At the renewal of the 2019-20 policy year, I asked Mr. *** of John Ren Insurance Agency to increase my deductible from $1,000 to $2,500 in order to lower the premium, but I was completely unaware that he also took away “Repl cost-Dwell incl Ord/Law” that only worth $20 on my premium without my permission. I also realized that he added another item again without my permission. It was the “landlord personal injury liability coverage” on my current policy period (10/16/2021-10/16/2022). The fact that Mr. *** repeatedly made changes to my policy while keeping me completely in the dark is a serious concern. The house is a rental property, who would not want to have a full replacement coverage, God forbid, if something happens? Mr. *** has failed his professional responsibility and he is liable for the difference between the insurance coverage and the full replacement cost.

  Business response

  03/09/2022

  The customer called me at renew time to complain the premium was high, she did the coverage adjustment with me over the phone, we were looking at the policy renew document coverage line by line, she indicated what need to be changed, and I process the change according with her on the phone, I have no reason to delete the coverage she doesn't want to delete or change, and she received the update rental home policy dec page after the change. She didn't complain any mistake. Now the claim happened, she realized the coverage is not there. 

  I feel I don't bear any responsibility for the customer's will to change policy on her own. 

  **** ***

  Customer response

  03/10/2022

  Thank you for your email and your help.
  
  
  Attached please find three Declarations Pages of my home insurance. For your convenience, I highlighted all changes. The first attachment is an original file which showed annual policy premium $704, the second attachment is a revised file which showed annual policy premium $569. 
  
  In order to lower my annual policy premium, I did call Mr. *** and ask him to change Dwelling from $192,642 to $150,000 and increase my deductible from $1,000 to $2,500. I didn't ask him to remove the item under endorsement called "Repl Cost - Dwell Incl Ord/Law" which is worth only $20 on my annual premium.
  
  When I filed my claim, I was told my insurance would not cover full amount of my loss because of the removal of "Repl Cost - Dwell Incl Ord/Law". Then I compared listed items under endorsement with those in my prior years and realized Mr. *** removed the item "Repl Cost - Dwell Incl Ord/Law". I also found that Mr. *** added "Landlord Personal Injury Liab Cov" which is worth $10 on my annual premium on my current policy without my permission. (please see the third attachment, a Declarations Page for the period 10/16/2021-10/16/2022). This is second time Mr. *** made a change regarding endorsement without my permission. 
  
  I believe that Mr. *** is responsible for the financial losses caused by his unprofessional behavior.
  
  Regards,
  
  **** ****

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