Last month I got a new car. My old insurance company wanted too much, so I switched to another company. After doing all the paperwork over the phone and confirming the new policy, I tried calling the old company. My agent was closed, so I called the national number, and talked to their customer service. They walked through closing the policy and I thought that was it. They said I would hear from the company about what part of my last payment would be refunded, and I had a date of when it would lapse.
Well, turns out they didn't cancel it, and I didn't realize that until I looked over my statements and realized they charged me again this month. I looked in my email, and the message I thought was a confirmation was just a customer service satisfaction survey.
I've been trying to call again and now I can't even get anyone, everything just tells me to call my agent, who seems to closed again today.
Customer service agent lied, am I SOL?
byu/MtnNerd inInsurance
Posted by MtnNerd
6 Comments
“If you didn’t write it down, it never happened.”
— Tom Clancy
You cannot prove that you spoke to anyone.
In all likelihood, if you send them the dec page showing the new policy’s inception date, they will cancel your old policy effective on that same date and return whatever premium is for coverage after that date. Pretty routine.
Verbal promises from customer service don’t override policy language. But if you have a survey email with the rep’s name, that’s actually helpful – call back, reference that interaction, and ask for a supervisor. They can pull call recordings if you have the date/time. Most carriers will honor what their reps said even if it was wrong because it’s cheaper than keeping you mad.
Try calling through agent during business hours. Have bew decided page available and they should bre able to backdate. If you can not call during business hours email agent including new dec
Your agent must have office hours, like M-F 8-5, right?
Try calling on those days during those hours.
Have you explained the situation to your new agent? I always get flack for this on reddit but I hold that assisting with cancelation is, while not required, a great way to establish trust with new customers. Doing so was actually an inhouse requirement at my last gig. We would do the leg work, be it sending the required documents and cancelation request by mail or taking the time to wait on hold and set up the cancelation request before calling the customer to conference in for confirmation if required.