ComplaintsforCasper Insurance Agency, Inc.

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has had my business for ten years or more. Never notified me that my insurance had been cancelled, claims a notice was sent by mail but it was never received. I contacted Kathy to do what I needed to reinstate or get a new policy - this woman never even bothered to get back to me. I had to call in again, she still refused to give me an answer. I contacted corporate who said they wouldn’t help me with this. I just wanted my car insured and a reason that after ten years they refuse to provide not just service but an answer to the customer. Kathy even told me she wouldn’t help and connected me to someone’s voicemail who I also have not heard from. I will also be reporting this to the PA contacts Erie corporate has provided me.

  Business response

  03/25/2024

  We at Casper Insurance Agency are committed to providing our clients with the highest level of service and support. We understand the importance of clear and timely communication, especially concerning insurance coverage matters. We regret any inconvenience or misunderstanding that has arisen in this situation.

  Regarding the concerns raised, we wish to clarify the sequence of events and the efforts made to address the situation:

  Notification of Payment Issues: We wish to acknowledge that there were challenges related to the payment process for the policy in question. Erie Insurance, the insurance provider, made several attempts to communicate with the client to address these concerns. These communications were part of our standard procedure to ensure that clients are fully informed and have the opportunity to resolve any issues that may arise, with the ultimate goal of preventing any interruption in their coverage.

  Policy Cancellation Procedure: Unfortunately, due to the ongoing payment issues, Erie Insurance made the difficult decision to cancel the policy due to non-payment. This action is standard practice in the insurance industry under such circumstances. We understand the impact such decisions can have on our clients and do not take them lightly.

  Efforts to Assist: Upon learning of the policy cancellation, Casper Insurance Agency immediately began working on the client's behalf to explore options for reinstating or rewriting the insurance policy with Erie Insurance. This process involves coordination with specific underwriters and can take several days to complete. We aimed to act swiftly and diligently on our client's behalf.

  Communication Attempts: We acknowledge the client's effort to contact our office and regret any perceived delay in response. Our intent was not to overlook or dismiss the client's concerns but rather to provide a comprehensive update once we had meaningful information from the underwriter. The time frame provided to resolve these issues was unfortunately less than 24 hours, which was not sufficient to complete the process with Erie Insurance.

  Next Steps and Resolution: We are fully committed to finding a satisfactory resolution for our client and remain open to discussing alternative solutions to ensure continuous coverage. We take this opportunity to reiterate our commitment to our clients and our dedication to resolving their insurance needs effectively and compassionately.

  Casper Insurance Agency values the trust and loyalty of our clients, many of whom have been with us for years. We sincerely apologize for any distress or inconvenience this situation may have caused and are keen to move forward with a focus on clear communication and resolution.

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