Complaints

• Initial Complaint

  05/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On December 28, 2023, I bought a six month insurance policy from Amax Insurance for the amout of $375.50. The policy was to cover my vehicle a 2015 ****** Rogue for liability insurance.On April 23, 2024, I received a call from an Amax Ins agent, lettting me know that my insurance payment was needed. I explain that it must be an error, since my insurance was paid up to June 28, 2024. That's when she informed me that my insurance had gone up since 24hrs after my policy was issued, because per her explanation they discover I had a fender ****** in June 2023. That would make an over 30% increase to my insurance policy, but yet I was never notified that my insurance had gone up by such an incredible amount. I could have been notified right after those 24hrs of the increase, yet I was never contacted, not a call, not an email or letter was sent to me. However, as soon as they decided my payment was due I was called right away. If I had been notified, I could have cancelled my policy and gone to another insurance company and gotten a much better quote, but they just kept me in the dark and kept my payment.

  Business response

  05/08/2024

  The policy was written on 12/28/2023 and ************** paid it in full $375.50. When the insurance carrier (Connect MGA Old American) ran ************** driving record they apparently found an accident that was never disclosed. This generated an increase in premium of $164, which **************** was notified of directly from the insurance carrier, not A-**** The additonal $164 premium covered the entire 6-month policy period, from 12/28/2023 to 6/28/2024 and was due by 4/23/2024 or the policy would be canceled on 5/4/2024.

  On 4/3/2024 ************** was notified by the insurance carrier of the $164 due by 4/23/2024. 

  On 4/24/2024 ************** was notified again by the insurance carrier, this time with a notice of cancellation that would be effective 5/4/2024 if $164 plus a $8 late fee ($172) was not paid. When A-*** learned about pending cancellation we contacted the customer.  

  Since the uprate for the undisclosed accident was not paid the policy was canceled on 5/4/2024.

  I've included the insurance carrier notifications, which were sent to **************, as well as the timeline for when the insurance carrier sent these things to **************.

  There was nothing more that A-*** could have done to avoid this situation and we consider this matter closed.  
  

  Customer response

  05/19/2024

   I am rejecting this response because:
  I never received any such notification of the increase of $164 dlls. As I mentioned before, never received an email, text or phone call. A *** should have notified me, since I bought the policy with them. How is it that they were able to contact me when the payment was due, but not with the increase was made. This only tells me that they did not wanted me to be aware of the change if policy premium. I consider this very deceitful and very bad customer service.

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