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Business Profile

Insurance Agent

TWIG Larson Insurance

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:06/03/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Have been a client since 2018. I received a car insurance premium due 6/2/24 that is at least 20% higher than prior years with no accidents or moving violations. I called the office on 5/21/24 and received a callback on 5/22/24. The manager for my account promised that she will update my odometer readings asap to Mercury Insurance and that was most likely the cause for the big rise in insurance premium.My insurance broker promised that she will file the updated odometer readings that week and give me a week's time for Mercury Insurance to respond. Unfortunately when I spoke to TWIG Larson Insurance on 5/31/24 at the insurance premium due date I learned that my agent **** has not filed the odometer readings at all. She filed my odometer readings later that day but forced me to remit the full amount for my insurance premium with the 20% increase.

    Business Response

    Date: 06/04/2024

    To whom this may concern,

    We have reviewed our current clients complaint and would like to offer feedback. First, our Relationship Manager **** who called **** on 5/22 was only given 2/3 of the information to process the change and was waiting for the last car odometer reading to make the changes all at once. She did finally get this information from **** on Friday 5/31 and we processed the change the same day for his $90 credit that was applied to the policy and approved by ******* underwriting. Due to the renewal being effective Monday 6/3 the billing department and underwriting were not able to update the changes in the system and so we had asked the insured to pay the first installment so they had no lapse in coverage while the carrier credits his account moving forward. We had no way of giving the client the exact new premium change on Friday 5/31 since billing systems with insurance carriers go through a slight processing delay, we didnt want the client to have a lapse in coverage on his auto payment so we advised on making a minimum payment so he didnt lose his grandfathered policy renewal. This client has been rude to our staff even though we are trying to help him with his single auto policy and have reviewed this every time he asks our team.

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