Complaints

• Initial Complaint

  13/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We had moved to a renter house on March 27/2023, I had contacted our insurance agent to notify him.I had requested to issue a new tenant insurance for the new house effective March 27/2023 and to cancel the previous tenant insurance, and also to adjust our Auto insurance.Each time we called he would say will call you tomorrow or next week and never got that phone call. After several calls he started to produce Tenant insurance in October, this meant we were paying our instalment without insurance for the period of April-Oct/2023. Which is really upset us the most. I asked him what we will do if something happen to us in the house, we will have no insurance to cover the damages and also we will be sued by landlord due to no Tenant Insurance.Also the Auto insurance was not adjusted because we were closer to our work places.We had moved to a different insurance company, and we also closed our bank account and reopened a new one.I had contacted him several time for the refund and always stated he will look into it but nothing had happen and now he is ignoring my e mails.

  Customer response

  13/02/2024

  The business name and location is 

  ********* Insurance H34313637363**53538H

  700 **********, #**

  ********, *******. L6L4B1

  ************

  email ********************

  The claim is refund of tenant and auto H33333233353036333**0H payment without providing policies.

   

  

  Business response

  27/02/2024

  From: *********************** <********************> 
  Sent: Tuesday, February 27, 2024 3:03 PM
  To: ********************* <*********************>
  Cc: ********************* <*********************>
  Subject: RE: BBB Complaint - *********************** 069936
  
  Hi ****,
  
  I have known both Insureds for well over 10 years and at no previous time have we ever had any issues, I counselled them and gave advice on many issues that arose in order to save them from additional costs that would ultimately have cost them higher premiums.
  
  However regarding this complaint, this is a case of me over promising and under delivering caused by having to juggle work with family issues (the deaths of 4 of my family in the past year and the fact we are responsible for some of their partners and daughter in getting them into long term care. This is not an excuse for not handling their request at the appropriate date, for which I accept responsibility.
  
  At that time, we were maintaining coverage on both the  *********** residence for a few extra days while they were taking over the Burlington residence. I tried to explain to ****************** the cost of changing from *********** Tenants policy to their Burlington address actually increased their premium, which by default my lateness in correcting, saved her money. **** stated she would not have been covered at the new address in case of a claim and I explained she would be covered if this resulted in an Errors & Omissions as a result of my inaction.
  
  The car policy would have made some monthly adjustment, however I was not informed of the change of usage, despite me having spoken with her husband ***** with whom I often had conversations that apparently werent relayed back to ****. I also explained to **** if we waited until October 2023 we could rewrite the policy for ***** as an At Fault claim would no longer be chargeable, which otherwise would have remained on the Economical policy until May 2024. There is also a forgiven At fault claim for **** from March 1, 2020 which meant she would need to remain with Economical while it is protected, thereby adjusting the premium further by losing multi vehicle discount if we rewrote Nenos with a different insurer.
  
  I have tried at several requests to speak with **** to resolve this issue but she prefers not to speak with me. She responded by email to one of my staff in mid-January 2024 that she cancelled these policies in November 2023 but we did not receive any date of cancellation, signed cancellation forms, or copies of new insurance for us to have Economical know the dates of cancellation to implement.
  
  I am attempting to have Economical correct the change of location and address retroactively with an Underwriter, which will address any deficiencies or corrections in payments made or changed. I do not agree with the amounts claimed, but would still like to resolve this issue with the Insureds. 
  
  I will let you know how Economical will handle this, however I will still need the Insureds new policy details to allow for a cancellation back to November if that is the case.
  
  Trusting I have addressed the complaint and will advise of any corrections allowed.
  
  Regards,
  
  ******
  
  

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