DMA Insurance Services Inc

Review: In may I received a bill for $40. I called DMA ins. and spoke with a gentleman who said he would call my insurance company and fix the issue which appeared to be that the multi-policy discount was not applied. In June I received a notice of cancellation if $45 were not paid by June 23rd. I called and spoke with [redacted]. [redacted] was blaming the problem on an ex-employee who left DMA. She named the employee by name. She stated that my mother had moved the auto policy to the new agent where this ex-employee was now working. I explained to [redacted] I had already resolved the issue on a previous call to their agency and they were going to verify the auto policy, She immediately implied I was lying stating that she handles all the billing and she is the only one that would handle this issue. I advised her there is an auto policy in place to call and verify so the billing can be resolved. She refuse and said that more than likely I was going to move this policy over to the new agency where this ex-employee is now working. Again, [redacted] indirectly stated she would not help me resolve the issue since I had moved 1 of my policies outside their agency. I asked to speak to supervisor or owner. [redacted] stated she is an owner. So I asked to speak the other owner [redacted], [redacted] laughed and said good luck and good bye. I had to contact the insurance company directly. They immediately found both policies linked them together and advised to disregard the bill. Took no more than 10 minutes. [redacted] instead of dishing out her employee issues, should have been the customer advocate and done her job as an agent.Desired Settlement: I've filled a formal complaint with the Insurance company. I've asked that they be removed from their list of preferred agents.

I would like [redacted] to get customer service training. I'd like for her to apologize for her lack of action and insulting behavior. As an owner she should know that business is business and try and keep business rather than assume she's loosing it. I'd like for [redacted] and all DMA employees to stop naming ex-employees to customer as the source of any problem. It's been a year since that employee left, so the problems today are theirs and theirs alone.

I'd like for other to know that DMA falls short of being a reputable business.

Business

Response:

Date: July 23, 2014

Attn: [redacted]

[redacted]Revdex.comletter

subject: Revdex.com pending case #[redacted]

on 3/5/14@ 12:15 pm I left a message for insured on her home voicemail as a

courtesy to remind her of her auto 1nsurance renewal payment due 3/5/14 to avoid

lapse in coverage. on 3/6/14@ 9:27 am I left another voicemail message that her

insurance company had still not received her renewal payment and that she was now in

a lapse of coverage since 12:01 am 3/6/14. I did not get a return call from either

of my messages left.

Since insured's auto policy lapsed, the insurance company removed on 5/20/14 the

multipolicy discount under her home policy and sent insured a bill for $40 which was

due 6/5/14. On 5/23/14 insured's daughter called our agency and left a message with

oito for me to call her re9arding this bill. since I was out of the office t1l

5/27/14 I returned insured s daughter's call on 5/27/14@ 11:17 am. on 6/12/14

insured's insurance company sent her a cancellation notice for her home insurance

(which included a $5 late fee) for $45 for the $40 not yet paid. on 6/16/14

insured's daughter called me back and asked why her Mom received a cancellation

notice. I stated it was for a bill not yet paid. she said there is no way it could

be for payment since her Mom always pays her bills. I asked to put her on hold to

get the billing notices and pull her Mom's file. I explained as noted above why the

bill was generated. I then asked if perhaps her Mom had placed her auto insurance

through an ex-employee of ours (who was no longer with our agency as of 12/2013)

since the folder was highlighted that this insured is a friend of our ex-employee.

she said yes. I asked if she had placed the new business through the same insurance

company. she said yes. I stated that the insurance company nor myself had been

notified of this new auto policy, and told her the only way we would have known is

through our ex-employee or insured communicating that new policy # to the insurance

company or me. The daughter then gave me the new auto policy #. on that same day I

called and spoke to an underwriter with insured's home insurance company (name of

underwiter and date contacted of 6/16/14 is docmented) who took from me the new auto

policy #, reapplied the multipolicy discount and mailed out to the insured a new

reinstated without lapse billing notice and declaration page. I had also asked the

underwriter to waive the $5 late fee which was not done so on 6/17/14 I called the

insurance company and had that done and a second revised billing notice showing that

was sent to insured.

I can feel the anger in the letter insured's daughter wrote to Revdex.com. This anger level

was presented as equally by phone during the conversation she had with me. In my

professional as well as my personal life I do not nor will I ever use the word liar

to describe anyone, and that word definitely was NOT used by me in my conversation

with insured's daughter!!

I feel I addressed to the insurance company in a timely manner all the information

that was provided to me as it was provided to me by insured's daughter. I did not

tell the insured's daughter I would not help her resolve the matter. she did ask to

speak to [redacted], but I told her he was not in and that he would welcome hearing from

her and then I did say good bye.

I have been in business for over 20 years!! In those 20 plus years with now over

2000 clients I have NEVER had one complaint. I pride myself on providing excellent

customer service to alI clients and feel I had done so with insured's daughter as

Thank you,

[redacted], agent

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The account of this incident from [redacted] is inaccurate. I called Mecury Insurance and spoke with their customer relations rep and explained the situation. The Mercury rep looked up the auto insurance policy and stated all DMA insurance had to do was call in and have a rep search for the auto policy to confirm the multi-policy discount would still apply. The Mercury rep reversed the $40 charge and disregarded the $5 late fee. All this was done by a Mercury Insurance customer relations rep. In fact it was done the same day I spoke with [redacted] from DMA after she refused to do anything about the cancellation notice. Once again, as an agent who still hold the homeowners policy DMA ([redacted]) should have offered to do the research and keep a customer happy after all isn't that what we expect from an agent????

The nonsense regarding me being an ex-employees' friend or family is clearly not a problem of mine. I called respectfully and inquired about the cancellation notice and that's when DMA brought up the fact that I was an ex-employees friend. That's when DMA ([redacted]) advised there was nothing she could do because the auto insurance was no longer with them. She refused to contact Mercury to confirm the auto policy was in tact and refused to let me speak with a supervisor/manager. She plainly said she is part owner and she makes the decisions. I advised her there is another owner and I'd like to speak with him ([redacted]). She said good luck getting a hold of him. Good bye.