Complaints

• Initial Complaint

  08/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was contacted via phone by ******* ******** to inform me that they would no longer be doing business with **** *********, which is who I have my insurance with. She then offered me a rate with *** ******* 3X higher than what I'm paying now. I informed her that I could not afford that then asked her what I could do to stay with ****. She stated she completely understood and told me what to do; I needed to call **** *********.

  I did just that and they said that I would be able to stay with them if my agent would transfer my policy to another active agent. They instructed me to go to the website and find an active agent to have my policy transferred to so that I could stay with them without having to be rewritten. I did just that.

  I reached out to ****** ******* ****** her in Columbus. I spoke with ****** ******* and explained the situation. She stated she would call to request the file. She then called me back the next day to inform me she had spoken with a man and he was very rude and said he would not transfer the file.

  I then called and spoke with a man who identified himself as ****, the owner's husband. He was very rude and confrontational. He left me with the impression that they are refusing to transfer my policy is punitive because they were dropped from ****. Please read the attached email I sent to *******. It explains in detail my interaction with **** and why I feel I'm being punished and held hostage by them. I was with them for 7 years.

  I feel that regardless, if I want to transfer my policy out that's the least they can do for me. I feel they'd rather try to hold me hostage as a customer and force me to pay more for the same product I can get for 3X less monthly if they would just transfer my policy.

  I think this is not an ethical business practice and I compare this to predatory lending. They know I can't go without insurance, so they are trying to make me stay with them and pay more or be re-written and pay more as opposed to keeping the same rate.

  Business response

  08/14/2024

  To Whom it may concern 

  
  We wish we had more options for this customer.  It is not her fault that Kia’s are being stolen at a high rate causing Insurance Premiums for that Vehicle to be higher than normal, or simply not offered by many carriers.  

  
  That said, this customer failed to mention that it was **** ********* ******* that decided to Not Renew her existing Policy, NOT Lynn Insurance Group. Due to her having 8 claims in the past 5 years, she no longer qualifies for Standard Auto Insurance, which includes ****.  

  
  LIG offered her several available options to make sure she has coverage, but all of them are through nonstandard carriers, because as previously stated she no longer qualifies for Standard Insurance due to claims experince. 

  
  We understand the hardship of increasing Insurance Premiums, but these are not things within the control of the Agency. Premiums are set by Insurance Carriers, and they base them on Risk and Exposure per customer.  

  
  A customer with 8 claims in the past 5 years represents an exceedingly high Exposure, and a higher rate will be charged to such a customer as a result. 

  
  We hope things get better for the customer going forward, but no amount of complaining on their part, nor any number of conciliatory actions on our part change these facts 

  
  Kind Regards 
  ***

  Customer response

  08/14/2024

  **** ********* is not dropping me. I have spoken with them directly and they assured me that I am not being dropped due to my claims. Also, I have not had 8 claims, my car was stolen 1 time and broken into one time, they were unsuccessful at stealing it. I don't understand why this company is not being honest and forthcoming. Since they are so sure that **** is dropping me, and it's not them, then what could it hurt for them to transfer my file as requested. They have nothing to lose. Why do they want to hold me hostage and punish me by making me pay more than I'm already paying for insurance? I would like my file transferred to the ****** ******* ****** immediately so there is no lapse in my insurance. 

  The Lynn Group is not being honest when they say **** is dropping me. They are trying to hold me hostage and because I won't stay with them, instead of transferring my file so that I can pay the same, they are forcing me to be re-written which will automatically increase my premium. If **** was dropping me they would not have given a quote for auto insurance with a new agency to start September 1st. I've attached it for you to review. The Lynn Agency is not being honest and is retaliating because I won't stay with them. The **** assured me I would stay at my same rate if they would transfer my file because of the way my policy is set up. I'm just asking that they transfer my file. 

  I will then be satisfied. Thank you. 

  
  Regards,
  
  ****** ******

*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. ↩