Roman Stone

Thank you allowing us to review the concerns of Ms. [redacted].On behalf of our company, I wish to extend a sincere apology to Ms. [redacted] for the events described whenshe attempted to make a payment. This does not represent the level of service our customers should expectand rightfully deserve.I...

have confirmed that we did receive Ms. [redacted]’s payment in June; however, as she stated, the paymentwas not correctly applied to the policy resulting in a lapse in coverage.When Ms. [redacted]’s submitted a second payment to reinstate her policy, a reinstatement fee of $25.00 plus afee of $8.00 for a credit card payment, was included in the premium.We have since reinstated the policy without a lapse and returned $258.50 representing the overpayment, whichMs. [redacted] indicated she received.In addition, we are processing a refund for $33.00 to reimburse Ms. [redacted] the fees associated with herpayment to reinstate the coverage.We greatly appreciate Ms. [redacted] bringing this matter to our attention. As a loyal customer for over tenyears, we value her business.Please contact me if you have any further questions or concerns.Sincerely,[redacted] API, AIS, ALMI, ACSResolution Case ManagerLaw DivisionThe Horace Mann CompaniesToll Free: ###-###-####, ext. [redacted]Email: [redacted]