ComplaintsforThe General Insurance

• Initial Complaint

  02/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I received an alert on February 24th that my insurance has las lapsed on Feb 18, and I had no coverage. I was told to pay $137.38 to reinstate policy with a lapse in coverage. Logged in from the link they sent made the payment and then boom... Here they are saying pay another amount with lapse in coverage. They lied and said policy would be reinstated with the 137. 38 payment and now I paid them for nothing because my insurance policy is still saying it's not active. This company lied about the stipulations for reinstating insurance policy. Even took a screenshot where it said policy would be reinstated with the 137.38 payment and they just straight up got my money on a lie. Shame on you The General. No need to lie.

  

  Business response

  04/06/2022

  Business Response /* (1000, 5, 2022/03/25) */ We have received your correspondence regarding the above referenced complaint. I have reviewed our files and offer the following response. On December 16, 2021, Ms. ***** applied online for an auto insurance policy with Permanent General Assurance Corporation of Ohio, for a policy period of twelve (12) months. She chose to pay her premium due by making a down payment of $112.54 and eleven (11) future installments due before the 5th of each month. During the application process she requested the policy be set up as ‘paperless’; meaning, all the policy documents would be sent to the email address while certain documents would be sent to both the email and mailing addresses listed on the application. She also chose to receive text notifications to phone number (***) ********. On December 19, 2021, we emailed Ms. ***** an invoice advising premium payment in the amount of $122.66 was due before January 5, 2022. On December 31, 2021, we sent Ms. ***** a Payment Due text reminder to the phone number enrolled in our text notification program. On January 5, 2022, we mailed and emailed Ms. ***** a Notice of Cancellation advising premium payment in the amount of $132.66 was due before January 17, 2022, or her policy would lapse for non-payment of premium. Please note, the amount due on this notice reflects a $10.00 Late Fee applied to the policy. On January 17, 2022, at 12:01 AM, with no premium payment received, Ms. *****’s policy lapsed for non-payment of premium. 2 On January 25, 2022, we mailed and emailed Ms. ***** a Notice of Lapse advising her policy lapsed effective 12:01 AM on January 17, 2022, due to non-payment of premium. On January 26, 2022, Ms. ***** utilized our mobile app to make a payment in the amount of $112.58 to reinstate her policy with a lapse in coverage, effective 12:01 AM on January 27, 2022 (payment received date plus one day), per our normal procedures. We then emailed her a Reinstatement Notice affirming reinstatement and describing the lapse that occurred from 12:01 AM on January 17, 2022 through 12:01 AM on January 27, 2022. Later this same day, we emailed Ms. ***** an invoice advising premium payment in the amount of $112.58 was due before February 5, 2022. On January 31, 2022, we sent Ms. ***** a Payment Due text reminder to the phone number enrolled in our text notification program On February 6, 2022, we mailed and emailed Ms. ***** a Notice of Cancellation advising premium payment in the amount of $122.66 was due before February 18, 2022, or her policy would lapse for non-payment of premium. Please note, the amount due on this notice reflects a $10.00 Late Fee applied to the policy. On February 18, 2022, at 12:01 AM, with no premium payment received, Ms. *****’s policy lapsed for non-payment of premium. On February 23, 2022, we sent Ms. ***** a lapse text notification to the phone number enrolled in our text notification program. On February 25, 2022, Ms. ***** accessed her policy online and initiated a web chat with one of our Representatives. However, due to no response from her, our Representative ended this chat session with no changes being made. On this same day, Ms. ***** utilized our mobile app to make a payment in the amount of $137.58 to reinstate her policy with a lapse in coverage, effective 12:01 AM on February 26, 2022 (payment received date plus one day), per our normal procedures. We then emailed her a Reinstatement Notice affirming reinstatement and describing the lapse that occurred from 12:01 AM on February 18, 2022 through 12:01 AM on February 26, 2022. On February 27, 2022, we emailed Ms. ***** an invoice advising premium payment in the amount of $93.58 was due before March 5, 2022. On February 28, 2022, we sent Ms. ***** a Payment Due text notification to the phone number enrolled in our text notification program. On March 6, 2022, we mailed and emailed Ms. ***** a Notice of Cancellation advising premium payment in the amount of $103.58 was due before March 18, 2022, or her policy would lapse for non-payment of premium. Please note, the amount due on this notice reflects a $10.00 Late Fee applied to the policy. On March 18, 2022, at 12:01 AM, with no premium payment received, Ms. *****’s policy lapsed for non-payment of premium. 3 On March 23, 2022, we sent Ms. ***** a lapse text notification to the phone number enrolled in our text notification program. Upon receipt of Ms. *****’s complaint to your Department, we thoroughly reviewed her policy and can affirm her monthly payments are not being made before the cancellation effective date indicated on the Notice of Cancellations. As her policy has been reinstated with a lapse two (2) times, we are unable to speak to her statement “They lied and said policy would be reinstated”. Please note, due to the timing of Ms. *****’s payments being received as explained above, her next invoice is generating just a few days afterwards. To further clarify our billing process, each month we issue our customers two (2) payment notices. The first notice is an invoice that lists the payment amount and due date. This invoice serves as a reminder to pay the monthly installment due on the account. If payment is not received by the invoiced due date, a $10.00 Late Fee is added to the policy and **** be reflected in the amount due on the second payment notice. The second notice is a Notice of Cancellation that states the exact time and date the policy **** terminate if a premium payment is not received. If payment is received after the time and date specified on the Notice of Cancellation, the policy *** be eligible to be reinstated with a lapse in coverage. Upon reinstatement, a $15.00 Reinstatement Fee **** be added to the next invoice due on the policy. We find that our cancellation process and premium calculations on Ms. *****’s policy are correct and in accordance with Alabama insurance guidelines and our normal procedures. We sent all invoices and Notice of Cancellations in a timely manner advising Ms. ***** of the payment due dates to prevent the cancellation of her policy. We regret she feels as though we have “lied about the stipulations for reinstating insurance policy”; however, it appears she *** be misinterpreting our notices and/or not fully understanding our billing process. As such, we encourage her to reach out to our office and one of our Representatives **** gladly review these notices with her to ensure she has a good understanding of this process. Please note, her policy has been lapsed since March 18, 2022 and as of the date of this response to your office, a payment in the amount of $103.58 has not been received to reinstate her policy with an additional lapse in coverage. If her policy remains terminated due to non-payment, there **** be a valid premium balance owed in the amount of $9.22 for coverage provided up to the cancellation date of March 18, 2022. As such, we remain unable to honor her proposed resolution to provide her a refund on this policy. Please contact me if you have any questions or need additional information or documentation regarding this complaint. Sincerely,

• Initial Complaint

  02/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I paid for a month of insurance on 2/9/22 I called to have 2 vehicles removed from the policy effective 2/11/22. They advised they would not be refunding me for those 2 vehicles. Policy #*******

  

  Business response

  03/09/2022

  Business Response /* (1000, 5, 2022/03/08) */ We have received your correspondence regarding the above referenced complaint. I have reviewed our files and offer the following response. On April 10, 2017, Ms. ********** applied online for an auto insurance policy with Permanent General Assurance Corporation for a policy period of twelve (12) months. She chose to pay the premium due by making a down payment of $171.17 plus eleven (11) future installments due before the 10th of each month. Ms. **********’s policy was renewed for an additional twelve (12) month policy term effective 12:01 AM on April 10, 2018, 12:01 AM on April 10, 2019, 12:01 AM on April 10, 2020, and 12:01 AM on April 10, 2021. On January 6, 2022 and January 8, 2022, Ms. ********** accessed her policy online, via our MyPolicy website, and generated a quote-only policy change request to add a 2009 ******* G8 with Comprehensive and Collision coverage with $1,000.00 deductibles each. No changes were made because she did not submit the changes to our Underwriting Team for processing. As such, coverage was not afforded to the 2009 ******* G8 listed on the quote. On February 9, 2022, Ms. ********** accessed her policy online and submitted the tenth current policy term installment as invoiced on January 23, 2022, for $459.27. On February 10, 2022, Ms. ********** called to delete a 2013 ********* ********* and a 2009 ******* G8 from her policy due to having placed coverage with another insurance carrier. We manually completed and submitted the requested endorsement change to delete the 2013 ********* ********* to our Underwriting Team. However, we incorrectly advised we 2 would be unable to delete the 2009 ******* G8 as this vehicle had never been added to the policy. We should have advised, the quote-only policy change request she generated on January 8, 2022, to add the vehicle, was never submitted for processing; therefore, the 2009 ******* G8 was not listed on her policy. She then asked about a refund since one (1) day prior she made her premium payment of $459.27. Unfortunately, we advise a refund would not be issued, and attempted to convey our normal procedure regarding total net premium changes, but missed an opportunity to clearly explain this process. To clarify our normal procedures, if an invoice has already been issued and a policyholder requests policy changes, and those changes cause a premium impact, (up or down), the invoiced amount does not change. Meaning, the premium change is spread (applied) to each remaining policy installment in that current policy term. We apologize for this confusion and **** utilize this as a training opportunity for our Associates. Later this same day, our Underwriting Team reviewed Ms. **********’s request to delete a 2013 ********* ********* and a 2009 ******* G8 from her policy but found her signed, written request was not received. We followed our normal procedure and emailed and mailed her a letter requesting her signature and provided a copy of the phone endorsement she could sign and return to us for processing. On February 14, 2022, we received several electronic responses regarding our letter requesting a signed, written request to delete vehicles from Ms. **********’s policy via her MyPolicy online account. Each response indicated an attachment was sent showing proof of other coverage for the 2013 ********* ********* and the 2008 ******* G8. However, during our review it was determined her signature was still needed to fully process her requested changes. As such, we sent her a letter requesting her signature and again provided a copy of the phone endorsement she could sign and return to us for processing. On February 16, 2022, we received an email containing proof of other insurance for the 2009 ******* G8 and 2013 ********* ********* that were now insured through ************** on a policy written for a driver on her policy,******* ******. However, we did not receive a signed statement from Ms. ********** authorizing us to remove the 2013 ********* ********* from her policy with our Company. On February 20, 2022, we emailed Ms. ********** an invoice for $459.27, due before March 9, 2022. Please note, this was her final installment invoice for the current policy term and there was no adjustment to the payment amount due because we had not yet received her signed statement to delete the 2013 ********* ********* from her policy. On February 21, 2022, we emailed and mailed Ms. ********** a Renewal Offer with a payment voucher to extend policy coverage for an additional twelve (12) month policy term. To continue coverage on the current pay plan, a renewal down payment of $493.13 was due April 9, 2022. Please note, this offer did not supersede the final installment invoice sent to her on February 20, 2022 and included premium for the 2013 ********* ********* as we had not yet received her signed statement to delete this vehicle from her policy. On February 24, 2022, we emailed and mailed Ms. ********** a Notice of Cancellation advising her policy would terminate effective 12:01 AM on March 10, 2022, due to nonpayment of premium, if payment of $459.27 was not received. 3 After receiving this complaint, we have reviewed Ms. **********’s policy including any requests or phone calls she initiated to make changes to her policy. We discovered on March 2, 2022, she accessed her policy online and electronically signed to delete the 2013 ********* ********* effective this same day. During our review, we found sufficient proof documents showing this vehicle was placed with another carrier. As such, we accepted this electronic request plus the prior proof documents showing the vehicle was now insured through ************** and deleted the 2013 ********* ********* effective February 11, 2022, the day the vehicle was afforded coverage through **************. This change caused a total net premium decrease of $131.00. This credit was applied to her final installment invoiced on February 20, 2022. Meaning, instead of having a current premium balance due of $459.27, that amount owed was reduced to $328.27, due before March 9, 2022, per our normal procedure. While she did not receive a refund in the traditional sense, she did receive a “refund” credit toward the premium applied to her policy. On March 3, 2022, Ms. ********** accessed her policy, via our MyPolicy website, and submitted an additional policy change request to delete **** ******, ***** ******, a 2008 ***** Ram, and 2009 **** Crown Victoria from the policy effective the current date. These changes caused a total net premium decrease of $394.00. This credit was again applied to the final installment due on the current policy term, as per our normal procedures. As such, the payment amount due before March 9, 2022 was further reduced to zero ($0.00) and a credit of $65.73 was left on the account. This amount could either be refunded or used towards the renewal down payment needed to continue policy coverage for an additional twelve (12) month term. We find we administered Ms. **********’s policy in accordance with the insurance guidelines for the state of Wisconsin and our normal policy procedures. All required notices and letters were mailed to her in a timely manner, as described above. The 2013 ********* ********* has been removed effective the date the vehicle was provided coverage with **************. We can confirm the 2008 ******* G8 was never listed on her policy as a covered vehicle, as such it was not available to delete. We have also processed her follow-up request to delete two (2) drivers and two (2) other vehicles. All premium credits associated with her requested policy changes have been properly applied to her account. We apologize for any frustration she *** have experienced but can affirm her policy change request was fully processed and all return premium credits have been properly applied to the policy. Please contact me if you have any questions or need additional information or documentation regarding this complaint. Sincerely, ***** D*********e Director of Policy Operations Phone: XXX-XXX-XXXX Fax: XXX-XXX-XXXX Email: ************@thegeneral.com Consumer Response /* (2000, 7, 2022/03/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I **** accept it being taken off the premium

• Initial Complaint

  02/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On October 23rd, 2021 I reported a new claim to my insurance company "The General." I received a call from an adjuster and he left a message for me. After several back and forth messages (adjuster never once answered his phone) he scheduled for someone to come out and look at the damage. The gentleman took pictures of the damage and sent them to the adjuster. The adjuster then called and spoke with me asking where I would like the repairs done. I gave him a body shop and address and he stated he would be sending me a check that I would have to sign over to the shop. After two weeks, I had not received a check. I called and left a message with the adjuster letting him know I had not received a check and asking if I had misunderstood the process. After another week of no response, I stopped into the body shop and asked if they had received a check and they stated yes, but I needed to speak to someone about the repair. One of the estimators came out and stated there was a problem with the estimate in that only half the damage was listed and the amount was going to be much more than the check. He also stated they "refuse" to work directly with this insurance company, so any further adjustments would have to be made by me and the The General. After that, I called the adjuster twice and left two e-mails with ZERO response. I then logged into my account (over a week ago) and left a customer service notification regarding the situation and stating this has now taken almost four (4) months to get resolved. Again, ZERO response. I then logged back in three days ago to state if no one responded to my complaint I would start filing complaints with the BBB and CDI. ZERO response. I decided to give them one last try today and called the customer service line. After explaining my issue, the agent stated she needed to transfer me to the claims department and sent me to an automated system where I could not get a living person on the line. FOUR MONTHS for a simple claim.

  

  Business response

  03/07/2022

  Business Response /* (1000, 10, 2022/02/25) */ We have received your correspondence regarding the above-referenced complaint. I have reviewed our file and offer the following response. On October 20, 2021, *************** reported this claim to Permanent General Assurance Corporation, herein PGAC, under his personal auto policy CAXXXXXXX. He reported that his 2016 **** F250 was parked and unoccupied when it was hit by an unknown driver and pushed into a pole in P*******, California on October 16, 2021. The adjuster contacted *************** on October 21, 2021, and left a message requesting a return call to provide an additional statement of the facts of the loss. The adjuster attempted to contact him again on October 22, 2021, and on October 27, 2021, with no success. The adjuster sent *************** a letter requesting he call in to discuss the claim. The adjuster called *************** on November 3, 2021 but was unable to leave a message as the mailbox was full. The adjuster left another message on November 11, 2021. Based on the lack of response, the adjuster sent a letter advising that the claim would be closed on November 19, 2021, if *************** did not respond. On November 21, 2021, the claim was closed. On November 22, 2021, *************** emailed in a written statement. The adjuster reviewed the written statement on December 6, 2021. In the statement, he explained that he had parked his 2016 **** truck at 5:00 pm on October 15, 2021, near a basketball pole. He later returned to his truck at 10:00 pm and drove home without issue. He further explained that due to it being dark, he did not see anything, but the following morning he noticed the damage. Specifically, he observed a large dent on the right front passenger’s side fender and that the damages had not been there prior. In response to the email statement, the adjuster called *************** on the same date and left a message to schedule an appraisal of the damage. The claim was reopened. The adjuster spoke with *************** on December 13, 2021 and set up an inspection for the damage. The following day, the estimate was complete for $1,967.18 less the $500.00 deductible for a net payment owed of 2 $1,467.18. The adjuster called *************** and explained the estimate and the repair process. The adjuster also advised that as he had a lienholder on the vehicle, a two-party check would be issued. A copy of the estimate was emailed to him. The file was closed on December 24, 2021. *************** emailed the adjuster on January 4, 2022, advising the check was not received. He emailed the adjuster again on January 11, 2022, to advise that the shop found additional damage. He also requested to know why the damage they found was not included in the original estimate. Upon receipt of this complaint, on February 18, 2022, the adjuster left *************** a message requesting a return call. The adjuster spoke to ***** at the shop, and he stated they had PGAC’s estimate but they did not have a scheduled repair date for the vehicle. The adjuster explained that if there was additional damage found on the truck when it was disassembled that they could send in a supplement for review. The adjuster spoke with ***** at the shop on February 24, 2022. He stated that they were waiting for a decal to arrive before they scheduled the repairs. He was unsure when it would arrived but estimated that they would schedule repairs within the next week. PGAC **** follow up with the shop for the status of repairs. Should they request a supplement, it **** promptly be reviewed for payment. We sincerely apologize for any frustration *************** felt during the handling of his claim and that the adjuster did not respond to his emails in a timely manner. It is our goal to provide excellent customer service and we regret we were unable to meet those expectations. Please contact me if you have any questions or need additional information or documentation regarding this complaint. Please contact me if you have any questions or need additional information or documentation regarding this complaint. Sincerely,

• Initial Complaint

  01/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I filed a claim with the insurance and have tried to follow up with the company just basic dead ends and just flat answers. The claim adjuster ************** never answers any calls or emails gives the same excuse allbthe time.

  

  Business response

  03/07/2022

  Business Response /* (1000, 10, 2022/02/23) */ We have received your correspondence regarding the above-referenced complaint. I have reviewed the file and offer the following response. This loss was reported to Permanent General Assurance Corporation, herein PGAC, by **************** under the policy he shared with **** *** on November 22, 2021. He stated that on November 21, 2021, he backed into ********************’s 2001 ****** ******* while operating a 2021 ***** ******. As the 2021 ***** ****** was not listed on PGAC’s policy, the adjuster began a coverage investigation. The investigation revealed that there was coverage for the 2021 ***** ****** under a policy with *****. ***** accepted coverage and liability for the loss. ***** confirmed that they spoke with ******************** on February 10, 2022, and that they were working to resolve the vehicle’s damage. Should ******* *********** need anything regarding the repair of his vehicle, we encourage him to contact ***** regarding their claim ****************. We sincerely apologize for any frustration ******************** felt during the handling of this claim. It is our goal to provide excellent customer service and we regret those expectations were not met. Please contact me directly if any additional information is needed. Sincerely,

• Initial Complaint

  01/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I acquired insurance through the general insurance on 12/26/21 policy number *********. I then canceled my policy the next day 12/27/21 along with sending the proper paperwork to their underwriter. I was told I would get my refund back in 5 business days, well today is 1/7/22 and they keep giving me the runaround and have not given me my refund. This is unacceptable

  

  Business response

  01/18/2022

  Business Response /* (1000, 5, 2022/01/12) */ We received your correspondence regarding the above referenced complaint and sincerely apologize for the delay that occurred in processing Mr. ********’s cancellation request. We affirm that Mr. ********’s policy has been cancelled, per Insured’s (his) Request, effective 12:01 AM on December 28, 2021, as that was the specific day he requested to cancel the policy. His cancellation was calculated on a pro-rata basis; meaning, no fees or penalties were assessed for early policy termination and his refund of $315.90 was issued to his ********** ending in **** on January 10, 2022. Please note that he did not receive a full refund of his original down payment ($359.11) because he was properly charged premium for two (2) days of coverage and fully earned fees totaling $43.21: $359.11 - $315.90 = $43.21. We find that while a processing delay did occur, Mr. ********’s policy cancellation request has been fully processed correctly and in accordance with the insurance guidelines for the state of Washington. We anticipate the refund issued to his credit card on January 10, 2022 **** fully resolve this matter to his satisfaction. Please contact me if you have any questions or need additional information or documentation regarding this complaint.

• Initial Complaint

  01/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The General automatically renewed my policy, without providing the lower premium I know I can be quoted, without my knowledge. 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. The business set a false precedent for the nature of my policy and its renewal by using misleading and deceptive diction in the email and text messages that were sent to me. I was led to believe that without any action, my policy would "expire" as they put it. I was also not warned via text message about the 249.05 dollar charge that would come on January 4th, as text message alerts had done for all subsequent charges. Because of this, I was unable to anticipate that my policy would be automatically renewed, and as a result my bank account was over drafted. Furthermore, I have reached out to The General's customer service and found little help and much discouragement. The first time I called on January 6th they offered a meager refund of approximately 80 dollars. When I had explained my predicament, the representative on the phone was not understanding or receptive of the information I was providing. I asked to be transferred to an employee with the authorization to help with my problem, and I was left on hold, only for the call to be disconnected some time later. I attempted to call back the next day, January 7th, and their phone service is either dysfunctional, or they are averting contact with me, as I could get no one to speak with me. I only want my refund, the actual expiration of my policy, and the business to word their messages accurately, so future patrons aren't deceived as I have been. I *** settle for a billing adjustment to satisfy the lower premium I know I can be quoted, but I would prefer a full refund/cancellation, so I can refrain from doing business with The General any longer than I must.

  

  Business response

  02/09/2022

  Business Response /* (1000, 5, 2022/02/01) */ 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 ‘paperless’; 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 “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. 2 On January 4, 2022, we auto debited Mr. *********’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 “their phone service is either dysfunctional or they are averting contact with me”. 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 3 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. *********’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. *********’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, “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. Sincerely

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