Complaints

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  It has taken me 2 months to get my insurance policy cancelled with Ralph Wade Ins. When I first spoke to them, they stated that the policy had been cancelled and that I should expect to receive a refund on both the car and house insurance. They had owed us money on a car they neglected to remove form our policy after being notified. I spoke to ****** from Ralph Wade yesterday who first stated that we had $161 in credit for the crossfire car that was never removed. Today ****** called and stated that they applied the $161 to our account from the crossfire they didn't remove and that we now have a zero balance. I never had a balance before as my payments were auto deducted every month. Due to an error on Ralph Wade's part, my home owners insurance stopped in Oct. 2023. I took in a check in the amount of $1500 (it was a little more but I do not remember the exact amount) that I had received from Encova, my insurance carrier, due to a cancelled policy from non-payment (which again, was an error on Ralph Wade's part). Today, ****** from Ralph Wade is saying that I owe over $200 for my home owners insurance because I had it reinstated in Jan 2024. She's saying that I owe from Oct 2023 through Jan 2024 however, my policy was just reinstated in Jan 2024 and I cancelled in Jan 2024 because I went elsewhere. I asked her why I would pay for Oct, Nov, and Dec of 2023 if my policy was cancelled and she said it was because my policy had been reinstated. I asked her if they would have covered a house fire during the months my policy was cancelled and she said no, the insurance company would have fought it and not paid. So why would I go back and pay for Oct, Nov, and Dec when my policy was not reinstated until Jan 2024. This makes no sense at all and I find it suspicious that I have a $0 balance for my car insurance (I'm sure it's so they don't have to pay me). I just want to be done with this place but I want what they say I owe wiped clean because what they're doing is fraud.

  Business response

  04/09/2024

  ******,

  I sincerely apologize for the inconvenience theses issues may have caused you and all this should have been avoided.  The CSR that worked here handling this has since retired.  This was completely handled wrong and just some follow up with the carrier it would not have gotten this messy. Sometimes we are at the mercy of the carrier but that is no excuse when we can follow up. Thank you for taking my call and explaining everything to me.  I was able to follow up with Encova insurance and find that there will be a refund mailed from them for the cancelled policy.  We will also be mailing a check to cover the amount that was sent to collections by Encova.   As we discussed on the phone we would love to regain your trust in our agency down the road. We wish you the best and please let us know if you have any future concerns. 

   

  ***** ******** 

  Office Manager

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