Protek Insurance Services

We are responding to your Complaint letter of August ,Your letter outlined the complaint filed by the Insured regarding the service he received from one ofour insurance agentsOn March 13,2015, our agent, *** ***, spoke with the Insured regarding his obtaining automobile insurance
The Insured wished to purchase auto insurance and expressed a desire to pay his insurance premiums on a monthly basis by having payments automatically deducted from his bank accountThis is called AutopayHowever, this payment plan requires the insured to provide his bank's routing number and his bank account numberAlthough the Insured did not have those numbers at that time, *** was able to process the policyBut he explained to the Insured that in order to continue the payment deductions, he would still have to provide those bank account numbersThe Insured acknowledged and understood that he had to supply the bank account numbers in order for this monthly payment deduction method to continueOn March 19, *** sent a message to the Insured reminding him that we still needed the bank account numbersThe Insured replied that he understoodOn March 20,the Insured sent a message to *** advising that he was on his way home, and would then send the bank account numbers to ***On March 31, *** again explained to the Insured that, due to his still not having received the bank account numbers, *** had to discontinue the Autopay featureAs a result, the Insured was told by *** that he would now have to pay his insurance premium payments manually as they became dueThe Insured sent a message back to *** acknowledging that the Insured understood this explanationThus, we did not "make a mistake"" The Insured made a payment on May 4, in the amount of $However, this payment had been originally due on April The Insured did not pay his May installment when it was due, and the policy cancelled on June 7,As to the allegation by the Insured that *** lied about who his managers were, we can find no credible evidence that *** lied about his managersRegarding the Insured's stated "Desired Settlement," we note that there are no collections actions against the Insured at this timeNor has the Insured paid any unjustified "fees"" To sum up, the problems which the Insured experienced would have been avoided if the Insured had supplied his Bank routing and account numbers as he had repeatedly promised to doWithout our receiving those bank numbers, we were unable to continue the Autopay payment planAccordingly, we find no "failed attempts" by either party to communicateRegarding the Insured's "collections requesf issue, we find that after the Insured's discussion with the office manager, Mr***, on August 28, the Insured agreed to pay the $balance due amount on his policyOn September 2,the Insured paid this balance in fullThus, the matter was closedIn view of the above, we respectfully submit to your office that this was not a justified complaintWe trust you will find this addresses the issues raised by the InsuredPlease advise if we may provide further assistance

Review: I signed up for Mercury insurance the day I bought my new car. I signed up for auto-pay, and was taken off if it without any explanation why. After failed attempts from both parties to communicate, I decided to cut my losses and switch insurance providers. I haven't had mercury in months, and now they are sending me to collections for $100.xx for their own ineptitude. While trying to solve the issue, my agent [redacted] lied about who his managers were and its been a terrible experience trying to fix this issue.Desired Settlement: I want them to remove their collections request against me, for a service that wasn't provided to me since they took me off of automatic payments. I'm not looking for anything else, just don't want to pay a fee for something that was their mistake.

Business

Response:

We are responding to your Complaint letter of August 27 ,201 5. Your letter outlined the complaint filed by the Insured regarding the service he received from one ofour insurance agents. On March 13,2015, our agent, [redacted], spoke with the Insured regarding his obtaining automobile insurance. The Insured wished to purchase auto insurance and expressed a desire to pay his insurance premiums on a monthly basis by having payments automatically deducted from his bank account. This is called Autopay. However, this payment plan requires the insured to provide his bank's routing number and his bank account number. Although the Insured did not have those numbers at that time, [redacted] was able to process the policy. But he explained to the Insured that in order to continue the payment deductions, he would still have to provide those bank account numbers. The Insured acknowledged and understood that he had to supply the bank account numbers in order for this monthly payment deduction method to continue. On March 19, [redacted] sent a message to the Insured reminding him that we still needed the bank account numbers. The Insured replied that he understood. On March 20,the Insured sent a message to [redacted] advising that he was on his way home, and would then send the bank account numbers to [redacted]. On March 31, [redacted] again explained to the Insured that, due to his still not having received the bank account numbers, [redacted] had to discontinue the Autopay feature. As a result, the Insured was told by [redacted] that he would now have to pay his insurance premium payments manually as they became due. The Insured sent a message back to [redacted] acknowledging that the Insured understood this explanation. Thus, we did not "make a mistake"" The Insured made a payment on May 4, in the amount of $136.98. However, this payment had been originally due on April 14. The Insured did not pay his May installment when it was due, and the policy cancelled on June 7,2015. As to the allegation by the Insured that [redacted] lied about who his managers were, we can find no credible evidence that [redacted] lied about his managers. Regarding the Insured's stated "Desired Settlement," we note that there are no collections actions against the Insured at this time. Nor has the Insured paid any unjustified "fees"" To sum up, the problems which the Insured experienced would have been avoided if the Insured had supplied his Bank routing and account numbers as he had repeatedly promised to do. Without our receiving those bank numbers, we were unable to continue the Autopay payment plan. Accordingly, we find no "failed attempts" by either party to communicate. Regarding the Insured's "collections requesf issue, we find that after the Insured's discussion with the office manager, Mr. [redacted], on August 28, the Insured agreed to pay the $102.63 balance due amount on his policy. On September 2,the Insured paid this balance in full. Thus, the matter was closed. In view of the above, we respectfully submit to your office that this was not a justified complaint. We trust you will find this addresses the issues raised by the Insured. Please advise if we may provide further assistance.