ComplaintsforReliance Insurance Agencies Ltd.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been dealing with this company for years for house insurance. This year their rates went up quite a lot. I told them i did not want to pay that high of a rate. They renewed my policy anyways. Their company policy is if the customer doesnt pay within 30days they automatically cancel it. This was not done. Now they are trying to charge me anyways and are sending a note to collections.

  

  Business response

  04/12/2023

  Please see below communication from me to ****************** explaining why we rely on direction from the client and how property insurance contracts work. The client was emailed his renewal documents July 14th, and his policy effective date was August 29th, 2023 (due date).
  
  We rely on the insureds direction when they no longer require the insurance and typically require a signed released as it is a legal contract. The insured did not give any indication that he did not require the insurance, and in fact on Sept 1, 2023 (see attached email chain) asked us if we kept his credit card on file for payment (we do not for security). This statement, combined with the clients late payment history would not give us reason to think he no longer required the insurance.
  
  To help explain the situation to the insured, with the hope of avoiding collections I did have a conversation with him after he received the email below. His responses were I dont care what you say, too bad and go ahead and sent me to collections.  Lastly, we decided to hold off on doing so until the new year to again give him some time to regroup and perhaps reconsider his choice.
  
  We do feel that we have treated this client more than fair, not only in this situation but throughout his history with us.
  
  Thank you and please feel free to contact me if you have any questions.
  
  Take care,
  
  Reliance Insurance KARYN M************
  Personal Insurance ***** Manager
  Reliance Insurance Agencies Ltd.
  
  D: ************ | T: ************
  TF: **************
  E: ********************************* | W: *********** 
  ******************************************************************
  ******* ******

   

  From: *********************** <*********************************>
  Sent: Thursday, November 9, 2023 1:11 PM
  To: *********************
  Cc: ********************* <*********************************>; ******************* <******************************>
  Subject: Urgent - Cancellation follow up from Manager
  
  Good Afternoon *****************,
  
  Automatic renewal of home insurance is standard practice within the industry as a courtesy, so clients have piece of mind that no unintended lapse of coverage occurs ie: vacations/illness etc. For this reason, documents are sent out at least 30 days in advance to allow insureds time to contact their broker if they require any changes,  have any questions or no longer require the insurance. In the case of cancellation requests, a formal release is required to ensure there is no miscommunication and there is proof that the insured indeed wanted to cancel and it was not done in error.
  
  You have been renewed in the same manner with us since before 2010. When we receive the documents from the carrier, we package and forward to you for review with the invoice. In the past when we have contacted you regarding late payments you have paid. Due to your history of paying (although late) we had given you the benefit of the doubt as a long-term client. To review your payment history in the past we have been more than accommodating. Please see below.
  
  For example: Payments are due on or before the effective date of the policy. In your case August 29th
  
  2017 Paid 3 months late Nov 30th
  
  2018 Paid 4 months late Dec 18th
  
  2019 Paid 1-month late Sept 19th
  
  2020 Paid 1-month late Sept 29th
  
  2021 Paid 2 months late Oct 29th
  
  2022 - Paid 1-month late Sept 23rd
  
  Brokers rely on the information given to us by the insured as we act as the facilitator to the carrier on the insureds behalf. If a material change happens, we have no way of processing unless we are advised. Several attempts were made to resolve this.   
  
  We need cooperation from the insured to help them manage their insurance, when insureds refuse to comply - we have no alternative but to follow protocol. I hope this explains the challenge we are confronted with.
  
  Sincerely
  
  Reliance Insurance
  
  KARYN***********
  Personal Insurance ***** Manager
  Reliance Insurance Agencies Ltd.
  
  D: ************ | T: ************
  TF: **************
  E: ********************************* | W: *********** 
  ******************************************************************
  ******* ******
  

  Customer response

  04/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: as you can see from the dates on the emails. They said my policy payment was due on aug 29th. I didnt even receive a quote untill almost 1 week after that. On Aug 30th i was still being asked questions about my house for them to give me a quote. Which was way over priced. Now I'm being asked to pay almost 600$ That is close to half of what i was going to be charged for the entire year.
  
  Sincerely,
  
  ***********************

  

  Business response

  22/12/2023

  Hello ********,
  
  Thanks again for reaching out to me regarding Mr ******** rejection of our response. Unfortunately, his statement that he did not receive his renewal documents until Aug 30. His renewal documents were sent to him in a more than timely manner as all that is required is 30 days notification and he had almost 45 days. We pride ourselves on providing our clients with a high standard of service. This includes being flexible whenever possible. As shown, in the previous documentation submitted outlining this clients history of late payments over the years I think we have shown our good intentions with ***************** and are disappointed to see our business relationship end this way. Again, we are hopefully that Mr ******** will do the right thing and clear the balance outstanding.
  
  Thank you and take care
  
  Reliance Insurance KARYN*************
  Personal Insurance ***** Manager
  Reliance Insurance Agencies Ltd.
  
  D: ************ | T: ************
  TF: **************
  E: ********************************* | W: *********** 
  ******************************************************************
  
  

  From: *********************
  Sent: Friday, July 14, 2023 12:28 PM
  To: *********************
  Cc: ********************* <*********************************>
  Subject: 2023/2024 Homeowners Policy
  Importance: High
  
   
  
  Hello, I hope you are doing well.
  
  Your insurance policy is coming up for renewal soon.
  
  Please find attached the renewal policy and advise of any changes.
  
  The industry is currently experiencing a hard market situation where rates increased due to the frequency and severity of claims that have occurred in the past few years.
  
  The forest fires, windstorm and water claims have all impacted the insurance market.
  
  

  Please feel free to contact me any time to discuss this email.
  
  Thank you,
  
  Dora
  
  *********************************

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