vs. 

provided by:

Staci L. Jackson, Allstate Policyholder

Shaun Terry, Allstate Agent
Susan, agent's wife/employee?
Norma, support staff

April 1998

·     Called my agent about getting an insurance quote on a home I was interested in buying. Spoke with Norma (support staff), who gave me some preliminary figures.

May 1998

·     After the final contract was accepted by seller and myself, I went to my agent's office to get the paperwork started on the homeowner's insurance. Norma was not in, and Shaun could not find her quote from the week before, so he made a new one. While he was getting the quote ready, I was excitedly talking to him about my new home and the terms of the deal. The office atmosphere was relaxed and friendly and at times I stopped by just to chat or discuss my latest project on my new home.

·     The following week I stopped by my agent's office. Spoke to both Shaun and Norma when the seller and I had confirmed the closing date, and explained the terms of our contract as they related to the insurance, (ie, seller financed, I pay insurance and taxes, etc.).

June 1998

·     Agent delivered proof of insurance to closing June 12, 1998.

July 1998

·     Received policy and bill around the end of July, 1998. The policy amount was set up in monthly installments with the first payment due August 12, 1998. I paid the year in full, although I was pleased to know of the payment plan for future reference.

August 1998

·     Upon returning home from a family outing with Norma we discovered soaked carpet in the hall. Further investigation revealed a rotted out condensation drain pan. Norma suggested I file a claim, but, until then I assumed a homeowner's insurance policy was for a major catastrophe, such as the current state of my home.

June 1999

·     June 2^nd, Seller died.

·     June 12^th, Policy renewal date. I was not concerned that had not received a new policy or bill by now, since last year I didn't get it until almost August when it was due.

July 1999

·     July 2^nd, Received call from Executor of Seller's estate (her son). While sorting through her mail he came across the bill for insurance renewal. He wanted to know why the bill had been sent to her.

·     Called Shaun about the problem. He told me he didn't know why the renewal bill had gone to the seller, but he would correct the problem. He said he was really sorry and would have the bill sent to me immediately.

·     (midmonth?) Received cancellation notice from Allstate. Called Shaun right away. He said it was just something the computer is programmed to kick out automatically on a certain day and not to worry about it. Called agent back, asked if policy could be set up on payments like last year. He told me yes, he just needed a voided check. He said he had another line and would get back with me. I was making out some bill payments, and called back to see how much I needed to pay. Susan (agent's wife/employee?) answered the phone. She said Shaun was on the other line, was there something she could help me with. 1 asked her how to figure the payment amount until I get the new statement on monthly pay. She asked me to hold while she looked up policy and then told me to divide the amount by 12 and send in 2 months worth. I stopped by' the office to drop off voided check and make payment (after picking up girls from school), the office was locked and the note on door said, "be back at 3pm", but it was after 3:45pm then. I then went ahead and mailed the payment.

·     Stopped by agent's office the following morning, no one was in yet. Later that day, I stopped by Shaun's Father's Allstate office to fuss at Norma for missing my daughter's birthday party. I told her about the seller dying, and that the policy had been sent to her AND I had received a cancellation notice instead of a bill. She called Shaun's office, he wasn't in, but Susan looked up my policy number so she could check it on her computer. Norma told me my policy canceled July 21 but the termination date wasn't until the 23rd of August, so I needed to get in 3 payments by then. She used the adding machine to figure the amount I needed to have paid before the 23rd of August, and then she corrected herself to say August 22... (to make sure it posted by the 23rd). This extra time came as a relief as I had an elderly relative in my care that had created a (temporary) financial strain. While I was there I checked my auto policy and discovered it too, was past due.

August1999

·     5^th, AM, Went to post office to check mail. Return payment from Allstate, (postage due).

·     5^th, PM, Stopped by agent's office to drop off payment, office closed.

·     6^th, AM, Stopped by Shaun's office on my way to work, not open yet? (8ish)

 ·    6^th, PM, Went by agent's office (5:30?), office was locked, although lights were on.

·     9^th, AM, Went to agent's office again to make payment. (Returned check was $136.00). Norma had told me I needed to make 3 payments by August 22, ($66.42 X 3 + $3.00 payment fee (?) = $202.26). Gave Shaun $205.00 cash, he printed out my receipt, and told me "OK, that will take care of it", "don't worry about it", and I left.

·     12^th, DATE 1st PAYMENT DUE PREVIOUS YEAR.

·    23^rd, PM (?), Stopped by agent's office to inquire about coverage on 6th grader's instrument rental. Clerk at rental company said he would wait until next day to input account information in computer as I wanted to find out if instrument was already covered under homeowner's policy. Agent pulled up my policy on computer, and told me the instrument was covered under my unscheduled property coverage. He then compared it to separate insurance policy from rental company and stated that while the rental policy did not have a deductible, (and my homeowners policy did), he had never taken it out with any of his kid's instrument rentals.

·    27^th, 12:30pm, Called agent to ask when I would start getting the payment statements and if it would be taken out like my life insurance. He said yes, he still needed a voided check, but that it was too late to set up for September l2th due date, as it takes a while to get it in computer. I jokingly told him he needed to stay in the office more so I can get the check to him. He laughed, but told me how hectic all was with an upcoming move.

·    30^th, AM, Received refund check from Allstate homeowner's policy payment. Called agent and informed him about refund check. He said he would call and find out what was going on, "that payment was posted before term date"....  he would call me back.

·    30^th, 3:57 PM, Called agent, I was worried I hadn't heard from him, yet. Agent said he was just about to call (underwriting) and would call me right back. I asked if I should bring refund check to the office, he said "no", let him find out what was going on first, but (!) I could go ahead and cash it as "it will probably be a different amount anyway".

·    31^st, 8:00 AM (approx.), Stopped by agents office, it was closed.

·    31^st, 9:30 AM, Called agent, told me he had been "swamped" Monday, and didn't get a chance to call. Would call me as soon as he "got through" to underwriting.

·    31^st, 3:45 PM, Stopped by agent's office, it was closed.

September 1999

·    1^st, (noonish), Stopped by Shaun's office. The office was locked. Approx. 

·    1^st, 3:30PM, Shaun said he "hadn't heard anything yet".

·    2^nd, 8:15AM, Stopped by office, closed.

·    2^nd, 10:48AM, Called Shaun, underwriting dept. referred inquiry(?) to underwriting supervisor, and he'll call me as soon as he hears back.

·    2^nd, 4:30PM, Stopped by office on my way home, closed.

·    3^rd, AM, Called, phone was forwarded to service. Did not leave message.

·    3^rd, 2:30 PM, Called Shaun, still waiting to hear from underwriting, will call me as soon as he hears back.

·    3^rd, 5:00 PM, Stopped by Shaun's office, told, "haven't heard yet, looks like Monday".

·    6^th, 8:15 AM, Stopped by agent's office, closed.

·    6^th, 10:00 AM, Stopped by agent's office again, still closed.

·    6^th, 4:15PM, Stopped by again. Asked Shaun if he had heard anything yet. He said yes, but not good news. The underwriting supervisor told him they were going to an automated system (?) and weren't reinstating any policies, and said, "You might want to think about getting insurance somewhere else".  I told him that could not be right and it was their fault in the first place! He gave me the 800 number and said "you can try". I asked him if he told them about all the circumstances, and he sort of chuckled and said, "they didn't give me a chance". I told Shaun they would have to hear me out, and left. I called the 800 number, some recording like "extended wait experiencing high call volume" (or the equivalent). Did not get another chance to call (Elderly relative to hospital, class until 8:45pm) Tried to call again later that evening; call was forwarded to California Support Center. I asked for a supervisor and was transferred to Tracy. I told her the series of events that lead to the current status of my coverage. Her reply was "even if he didn't have the authority to reinstate THAT policy, why didn't he just write another?" She then told me she was sending a message to the agent's office to that effect, and he should contact me in the morning. ** This would also make my 6th attempt to change mailing address.**

·    7^th, 8:1 l AM, Called Shaun to see if he had received "message" sent about my policy. Hadn't had a chance to look, will call me as soon as he does.

·    7^th, 10:01 AM, Called Shaun again, was told,  "sorry no chance to get to it yet"...

·    7^th, 10:05 AM, Called Shaun to give him my mobile phone number to reach me right away.

·    8^th, 8:15 AM, Stopped by office, no one in.

·    8^th, 3:30 PM, Stopped by office, Shaun not in, Susan in a rush to leave, on her way to appointment (had kids with her). She told me she hadn't been able to get through to find out about how to get policy reinstated would have Shaun call me the next day.

·    9^th, Called Shaun's office twice this day. The first time was about noon. I spoke with Susan, she told me they had been very busy trying to move, and couldn't get to everything, but was about to call, did I want to hold or have her call me right back. I told her I would be there waiting for her return call. I waited all afternoon, and called my agent's office again about 3:00pm. Susan told me she "hadn't been able to get through to underwriting, & I can't get through, (ya know), that's all I can do to get it reinstated".  Both of these telephone calls are recorded and available for review.

 

   

 

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