Complaints

• Initial Complaint

  06/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I recently purchased a condo and received interior condo insurance with the **** Sanchez State Farm Agency in **********, ***Upon closing on the property, I had a quote that was based on a home inspection, I submitted the inspection reports for accuracy in generating this quote.During closing, the title company collected funds from me and paid the escrow for the year's insurance based on the quote.After closing I was informed via letter, State Farm can no longer honor the initial quote and are removing wind mitigation discounts.I attempted to appeal this by providing backing documentation as requested.I then receive in the mail two other statements from the underwriters:The first very opaque saying that the discount has been reinstated by a fraction of the original amount. Then the second letter claiming there was no wind mitigation form opening protection provided at all and they will further increase my rate. When in fact, this was the first form that I had submitted to them. I have the inspectors form proving my dwelling complies with A3 code.There is clearly lack of communication between my local insurance agent and the corporate State Farm underwriters. I am receiving conflicting information from each of the parties.Dealing with my agent and the **** Sanchez Agency has been a frustrating experience as they lack professionality and do not return calls or emails when I seek an explanation for their letters. Several times I have even been disconnected from my calls with them abruptly and without explanation.I am still unsure what to do as I can not get in contact with my agent or anyone who can assist in understanding and mending the situation.

  Business response

  06/06/2024

  Hello ************, I apologize for the inconvenience you have experienced with our agency.  I did look into your account and noticed some letters State Farm underwriting sent due to the mitigation inspection having unclear photos or additional documentation to verify certain discounts that were noted on the inspection.  Once you had provided us the information needed, State Farm had a delay in processing the change which created a premium adjustment on your policy. I see that you spoke to *******; which is an experienced Team member in our office; and some of the discounts have been applied and the billing has been adjusted accordingly.  I appreciate your business and patience and I understand your frustrations during this time.  We strive on all clients having the best experience with our office.  We hope you get to experience this moving forward.  Feel free to contact me or ***************************** regarding any situations. 

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