Complaints

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted ******************************* AmFam agent via email for a competitive bid for auto insurance. I was insured at the time with Progressive. I clearly stated I was an existing AmFam customer (over 20 years) and that I had a renter's policy. She was on vacation at the time, but when she got back she sent me a quote for 6 months of coverage for $741.30. This was cheaper than what I was paying with Progressive so I paid her in full $741.30 and switched my auto insurance to American Family. About a month later ***** contacted me and said that I don't qualify for the rate I was given and that I have to pay another $130. I did not agree with this rate increase and tried to go back to Progressive but since I had already switched I no longer qualified for the continuous coverage discount. Bottom line is that it is now costing me more money to have switched to ************************** I was upfront of what my discounts were, and they gave me a discounted rate. I purchased the whole 6 months, and then after a month they came back to me for more money. The agent wont stand behind their quote.

  Business response

  09/19/2023

  *****, I apologize you are dissatisfied with **********. As you are aware this was not an error by **********, but from a discount that you incorrectly entered into our quoting system. However in the interest of satisfying you as a customer, I contacted underwriting to see if we were able to honor the price. Unfortunately as we are regulated by the state we are unable to alter the price or give discounts that individuals do not qualify for. However I did provide different coverage and deductible options to help lower the price which you chose not to move forward with. Please contact ********** if you would like to readdress these coverage or deductible options?

  Business response

  09/19/2023

  This client did an online quote while I was out of the country. When I returned, I saw his email and went in and update the effective date on the quote. I did not make *************** to the quote as he himself entered everything online. This is not a company or agency error. This is the client's error for entering incorrect information for a discount he did not qualify for. I did contact our underwrites and direct manager to try to help the client. But as we are written with the state we cannot *********** him for his error.

  Business response

  09/19/2023

  Below is part of ****** Email stating her entered the information on the website. I did not quote him. He quoted himself

   

  
  From: *********************************** <********************>
  Sent: Monday, August 21, 2023 12:10 PM
  To: *************************************** <******************>
  Subject: Re: New coverages and discounts to help control what you pay
  
  
  Hi *****, I looked into switching back to Progressive over the weekend and it looks like I'm not able to get the same rate because I had cancelled with them.I still think you should honor the rate you quoted, I contacted you via email and specifically stated that I have a renter's policy before you quoted me. Your website does not offer an option for Renters, and it didn't say that if you have a renters policy its not the same as a home policy.I'm going to have to stay on with AmFam, which I wanted in the first place, and I hate to do it but I will have to file a complaint about this if it isn't remedied. 
  Thanks again, nothing personal, but I wish this wasn't so difficult.I really don't feel I did anything wrong here, again long time customer, there should be some consideration for that. 
  *****

  Customer response

  09/19/2023

   
  Complaint: 20611067
  
  I am rejecting this response because:  I specifically stated to the agent who provided me with the quote that I had a renter's policy before she gave me the quote. I did not quote myself. I did try and get a quote from the website, but it said an agent would get back to me. The agent responded after I emailed her providing specific information that I had a renters policy. She was fully aware that I had a renter's policy. The agent is unwilling to admit she made a mistake that cost her customer money. This is not how an ethical and responsible agent behaves blaming the customer. I wonder how many other customer's have been treated with the same bait and switch tactic. I believe the agent's license and all business dealings should be reviewed. 
  
  Sincerely,
  
  ***********************************

  Customer response

  09/29/2023

  Hi BBB, please close this complaint as the matter has been settled to my satisfaction by *****. Thank you

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩