Complaints

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/31/23 I signed a document terminating our auto insurance policy with Travelers effective 8/21/23. Thomas & Kelbro Insurance Services submitted the incorrect termination date of 7/21/23 to Travelers. Therefore, it appears as if we had a lap in coverage as our new policy was effective on 8/21/23. Thomas & Kelbro has not corrected this error despite our numerous attempts to request it be corrected. They told us that we had an outstanding balance that needed paid, which we paid, even though we no longer were supposed to have the policy. We have now received a letter from the North Carolina Dept. of Transportation stating that our registration and license plate have been revoked and we owe a civil penalty of $50. Thomas and Kelbro should have corrected their error and submitted the correct paperwork so this didn't occur. I expect Thomas and Kelbro to fix the error and ensure that the NC Department of Transportation has the correct information. They should pay me $50 for the time it has taken to make calls and send emails to make this correct. I am working with my new insurance agency here in NC and they are working with Travelers to try and correct this, but documentation from Thomas and Kelbro is still necessary to correct this error. I have also filed a complaint with the PA Dept of Insurance against Thomas and Kelbro and Travelers.

  Business response

  01/26/2024

  Please be advised the addressee, Thomas Insurance Services, Inc. was sold by David Thomas to Thomas & Kelbro Insurance Services, Inc September 20,2020.  Thomas Insurance Services is no longer an active Pennsylvania Corporation.  In response to the customer's statement of the problem a signed document terminating Travelers Automobile Insurance policy on August 21, 2023 was never received by Thomas &Kelbro on or after 07/31/ 2023.  July 24, 2023 we received a call from the customer asking why their policy was pending cancellation.  Travelers advised the customer was making partial payments.  This was explained to the customer.  The automatic bank withdrawals was suspended.  The customer stated that they would be looking for another insurance company in North Carolina.  Didn't receive any further correspondence until October 11, 2023.  The customer emailed a copy of bill asking why the policy was not cancelled.  Contacted Travelers to inquire about this request.  The Travelers representative asked for the effective date of the cancellation.  Additionally, Travelers requested a copy of their new policy to verify the cancellation date.  After several emails to obtain a copy of their new auto policy declaration page to verify the cancellation date the agency was unsuccessful getting this information.  The customer emailed they believed it was July 21, 2023.  This was the date the agency used.  The customer claimed they sent this information to Thomas & Kelbro.  Thomas & Kelbro has no record of receipt of this information.  Again Thomas & Kelbro requested the new policy declaration pages to backdate their insurance cancellation.  Again, the customer emailed this was already sent over to Thomas & Kelbro.  Once again,  Thomas &Kelbro has no record of receipt of this information.  Date of cancellation was made for July 21, 2023.  December 11, 2023 received a call from the customer, their state registrations for the vehicles was being revoked by the state of North Carolina.  The same day, their new North Carolina agent emailed copies of the new auto policy effective August 21, 2023.  This resulted in a gap of coverage for approximately for one month.  Spoke to Travelers to see how to resolve the issued.  December 19, 2023, Travelers advised the earned premium needed to be paid before any changes could be made.  We advised the customer the payment needed to be made.  December 29, 2023, the customer provided payment information and payment was made to Travelers the same day.  Upon receipt  of payment  Travelers indicated they would work on revising the cancellation date to August 21, 2023.  January 18, 2024 received email from the customer, their state registrations were revoked.  Contacted Travelers to follow up on the revision request to change the cancellation effective date to August 21, 2023.  Travelers advised the request was declined because of the elapsed time since the cancellation date of July 21, 2023.  The same day Thomas & Kelbro processed and issued the rewrite of coverage effective 07/21/2023 to eliminate the gap in coverage. Additionally, Thomas & Kelbro forwarded a request to Travelers to provide and FS-1 to the state of North Carolina showing no lapse in coverage.  The revised FS-1 form provided by Travelers to the state of North Carolina will reconcile the gap in coverage and the registration revocation.  

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