ComplaintsforCONNECT, Powered by American Family Insurance

• Initial Complaint

  06/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  American Family Insurance - CONNECT has unfairly cancelled my automobile coverage and put me into a lapse position. I called to be reinstated given our obvious intent to continue business as usual given our current and up-to-date home insurance with them. CONNECT will not provide me an opportunity to file a formal complaint within the company in order to reinstate my coverage. I was only able to speak to people on the phone. I received new insurance cards that state that I am covered 05/08/2021 through 11/08/2021. No letter was received that payment was attempted and failed (due to an updated expiration date on the credit card number they've had for the past several years). However, I received a NONCERTIFIED LETTER on Jun 6 (opened on Jun 8) that the coverage was cancelled as of 05/23/2021.

  

  Business response

  06/14/2021

  Hello.

  Please see that attached response.

  Thank you.

  Customer response

  06/23/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 15539076, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  1. In response to the letter sent with the updated insurances cards dated March 5,  2021. there was nothing distinctive to denote that the expiration date of the card needed to be updated. It was not highlighted in the letter at all. Please note that I have included a previous letter from 2018 for reference. These letters look exactly the same. If 1. The letter sent in March 2021 did not highlight or denote any concern with the card on file. In fact, the letter shows business as usual. Please note that I have included a similar letter from 2018. Note that there is no difference in the letters. If there was an issue with the the card or an expiration date, it should be highlighted.

  2. The automated calls were never received and a voicemail with pertinent information was not left. I would like the insurance company to produce records of the information being relayed via phone. 
  

  3. I dispute that the letter in May 2021 was sent because I never received it. I would like the insurance company to produce confirmation that the letter was sent and received. If they can’t confirm that information is relayed, it’s only reasonable that written notification is sent via certified mail rather than leaving me unprotected.
  

  4. We have asked several times to receive information via email so that any mail issues do not happen, however we have been denied

  
  Regards,
  
  Heidi Kader

  

  Business response

  06/30/2021

  Hello,
  
  Please see our attached response that includes:

  On May 28, 2021, the policy was cancelled for non-payment of premium, effective May 23, 2021.
  
  Per our policy insuring agreement, “We agree with you, in return for your premium payment, to insure
  you subject to the terms of this policy.” Further, per our policy general provisions:
  “We may cancel by mailing notice of cancellation to you at the address shown in the declarations
  or by delivering the notice:
  1. Not less than 10 days prior to the effective date of cancellation:
  a) For nonpayment of premium; or…
  
  If this policy has been in effect for 60 days or is a renewal policy, we may cancel only:
  1. For nonpayment of premium; or…”

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