The General Insurance | Complaints | Better Business Bureau® Profile

The General Insurance Response


We have received your correspondence regarding the above referenced complaint. I have
reviewed our files and offer the following response.
On July 4, 2021, Mr. ********* applied online for an auto insurance for a policy period of six
(6) months. He chose to pay the total premium due in the amount of $1,544.00 on an
installment basis by making a down payment of $334.87 plus five (5) future monthly
installments due the 2nd of each month via auto debit from his **** card ending in ****.
During the application process he set the policy up as â??paperlessâ??; meaning, all policy
documents would be sent to the email address on file while certain documents would be sent
to both the email and mailing addresses on file. He also chose to receive text notifications
regarding his policy to phone number (***) ********.
On December 2, 2021, we emailed and mailed Mr. ********* a Renewal Offer and payment
voucher advising if he wanted to renew his policy for an additional six (6) month term, an
electronic funds transfer for his renewal payment would automatically charge his account in
the amount of $249.05, on January 4, 2022, as per our auto debit agreement. This offer
stated in bold lettering that â??because you are enrolled in Automatic Bank Draft, the Amount
Due **** be drafted as an Electronic Funds Transfer (EFT) payment on the Draft Date. We
**** continue to automatically charge your credit card or bank account, as per our agreement�.
The total premium due for his renewal term would be $1,494.00 which was less than the
initial policy term.
On December 30, 2021, we sent a Renewal text reminder to the phone number enrolled in
our text notification program.
On January 4, 2022, we auto debited Mr. *********â??s account in the amount of $249.05 and
renewed his policy for another six (6) month term, effective 12:01 AM on January 4, 2022.
We then emailed him a Renewal Policy Declarations page confirming the renewal along with
updated policy documents for the January 4, 2022 through July 4, 2022 renewal term.
On January 6, 2022, Mr. ********* called our office wanting to know why his policy renewed
without his permission. We explained his policy was set up on the auto debit program which
included auto debits for renewal down payments. We also explained we emailed and mailed
him an Auto Debit Renewal Offer advising a renewal down payment in the amount of $249.05
would be drafted from his account on January 4, 2022. Per his request, we generated a
cancellation quote and advised him that due to the early termination of his policy he would
receive a partial refund of the down payment in the amount of $84.85 if he were to cancel as
of the current date. He declined to cancel the policy and then requested to be transferred to
a Supervisor. While waiting for this call to be transferred the call was disconnected. We
have no record of any other communication with him after this date or that our phone system
was experiencing any technical issues. Therefore, we are unable to speak to his statement
â??their phone service is either dysfunctional or they are averting contact with meâ?.
On January 13, 2022, we emailed Mr. ********* an auto debit invoice advising premium
payment of $257.03 would auto debit from his credit card on February 2, 2022.
On January 17, 2022, we called Mr. ********* to inform him we received the complaint he
filed with your office. As a one-time courtesy, we offered to honor his request to flat cancel
(void) his policy effective the renewal date of January 4, 2022 and issue a full refund back to
his **** card in the amount of $249.05 since he requested the cancellation within five (5)
business days of the policy renewing. However, during this conversation he advised that he
had not obtained insurance with another carrier. As such, we strongly encouraged him to
contact the Nevada Department of Motor Vehicles to ensure they would not impose any fines
or fees because he would have a lapse in coverage if we proceeded with the flat cancellation
of his policy. This call ended with the understanding we would send him an email that he
would need to respond to authorizing the cancellation of his policy and that he would email or
call us back once he spoke with the Nevada Department of Motor Vehicles to let us know
how he wanted us to proceed.
On January 19, 2022, no email or phone call having been received back from Mr. *********,
we sent a follow-up email to see if he was able to speak with the Nevada Department of
Motor Vehicles (DMV). He responded back advising he was having trouble finding someone
who knows how to answer his questions at the DMV. He then asked if it would be possible
for us to adjust the premium on his existing policy, since he was now twenty-five (25) years
old, to match a new quote he was able to obtain. We advised we could not price match
quotes with other insurance carriers as our rates are filed and approved with the State of
Nevada and that he was getting the best rate possible with our Company.
On January 21, 2022, we received an email from Mr. ********* advising he obtained a new
policy quote through our website, under quote number ********, which returned a price
significantly lower than our renewal offer. Upon review of this quote, we determined the
quote was incomplete; meaning, all the required information was not entered into the quoting
system, and it had not been fully rated nor had any consumer reports been ordered such as a
Motor Vehicle Report, Credit Report, etc., which are used as rating factors during the quoting
process. We responded back by email to advise him of this and requested he complete the
quote then contact us back once that had been done so we could compare the quote with his
renewal rate.
On January 26, 2022, we received an email from Mr. ********* advising he found a lower
premium elsewhere and requested that we proceed with the cancellation of his policy
effective January 4, 2022.
On January 31, 2022, Mr. *********â??s policy was flat cancelled (voided) effective January 4,
2022, per his request. After the cancellation of his policy, a full refund **** be issued back to
his **** card in the amount of $249.05 for the renewal payment that was auto debited as
explained above.
We find that Mr. *********â??s policy was administered in accordance with the insurance
guidelines for the state of Nevada and our normal policy procedures. All proper notices
regarding his Renewal Offer and renewal down payment being auto drafted from his account
on January 4, 2022, were sent in a timely manner to the mailing and email addresses he
provided on his policy. Please note, both addresses are the same as provided on his
complaint with your office. We have also been corresponding with him using the same email
address in our effort to assist him with a resolution to this complaint. There has been no
indication of returned mail or bounced emails by his email service. As such, we are unable to
speak to his statement, â??They claim to have sent me a “Renewal Offer” but upon
investigating, I found this offer only to have existed on their own app. The “Renewal Offer”
was not sent to me by email or text message, for which I am subscribed�. We have informed
Mr. ********* a refund in the amount of $249.05 **** be issued back to his **** card ending
in **** and that he should allow three (3) to five (5) business days to see this credit applied.
Please contact me if you have any questions or need additional information or documentation
regarding this complaint.