Stillwater Insurance Group

Review: I contacted Stillwater/Geico on July 10th to inform them that I did not want to renew my policy, but my bank had sent them a check payment for my premium and that the payment should be refunded to me. The representative I spoke to indicated my refund would be processed as soon as the payment was received.

On a phone call today (July 29th) a representative confirmed receiving and posting the check to my account on July 17th, but said they will not issue a refund until August 10th. This is an unreasonable amount of time to take to issue what is a substantial refund to me. ($945.00)Desired Settlement: I would like to be sent a refund check no later than the end of this week - 7/31/15

Consumer

Response:

The business sent my refund to me in a more timely manner. This complaint can be closed and marked as resolved.

Review: I started home owners insurance with this company on 11/13/2013. On 1/17/2014 I was notified that in order to continue insurance I would need to get a new roof,trip hazard fixed,siding replaced,fence installed and painting done. I was given to 3/3/2014. I called them on 2/19/2014 and explained that I am a single income home and that while I acknowled that the repairs are needed, I would be unable to complete them in such a short time span. I was then given to 11/12/2014 to get the work completed. I started the work, dealing with the roof first, as that was the most expensive. I brought the supplies for the fence and called on 9/2014 to alert them to what was completed at that time. I spoke to a [redacted] and she said I needed to send in pictures of the new roof. I don't even own a ladder and was unaware that pictures at that time was a requirement. I told Marylou, I have the paid bill, the propasal and the warranty and would that be enough. [redacted] said yes. I then told her I have the supplies for the fence but it's not installed yet but would be that weekend. I asked her if I can send her pictures of the supplies and the bill. She advise me to wait till it was installed and I followed her advise. I call on 10/20/14 to get the email address to send the proof and was given 2 eamail addresses. I was never told that I would get an acknowledgement to the email and as I did not get a can't deliver notice, I thought everything was on point. I receive a letter from my mortgage company saying I don't have home insurance. When I called on 12/24/14 I was told they did not receive the information I sent. I was told if could prove that I sent the information in they would contine the policy. I found the eamil and forwarded showing the date of 10/20/14. I called today 12/29/14 and after speaking to a [redacted]. That it's too late. I stressed that I was not given the correct eamil and had sent them the proof via email. [redacted] decline to contine the policy.Desired Settlement: I would like a refund of of any money due me.

Business

Response:

Your letter dated 12/29/14 regarding the complaint made by [redacted] concerning service issues with her homeowner policy has been referred to me for handling. A review of the file shows that the inception date of the policy was 11/13/ 13. An inspection of the property that was completed on 1/13/14 found that the roof has been patched previously and was in unacceptable condition, there was exterior wall damage, missing/peeling paint. the fence was damaged and there was a trip fall hazard.Based on what was found during the inspection of the property. a Notice of Underwriting Requirement letter was sent to [redacted] and the agent advising that further action would be taken if we did not receive proof by 3/3/14 that the roof was replaced (requested photos and receipts/work orders), photosthat the exterior wall has been repaired, missing and peeling paint has been repaired and repainted, the fence has been repaired and the trip/fall hazard has been repaired.2/19/14 the agent forwarded to us an e-mail from Ms. [redacted] requesting additional time to make the repairs we requested. We advised the agent that tile policy would non-renewed as of 11/13/ 14. but if proof was received by 11/12/14 of all repairs we could reconsider our decision.9/ 9/ 14 the non-renewal notice was mailed.9/15/14 Ms. [redacted] contacted us to advise the roof had been replaced and she is presently working on the repairs to the fence. We advised Iler of the trip/fall hazard that needed repair.10/ 20/ 14 Ms. [redacted] contacted us for the e-mail address for inspections department which list was provided.10/20/14 Ms. [redacted] contacted us again and we gave her the e-mail address for inspections department.1.2/24/14 Ms. [redacted] contacted us as her Mortgage Company is requiring her to have insurance. We advised her as we never received the required proof we requested the policy was non-renewed effective 11/13/1.4. She said she would resend the information on Monday. 12/24/14 Ms. [redacted] contacted us again and said she is sending proof to the inspections department.12/24/14 we received e-mail from Ms. [redacted] with a roof proposal and receipt with photos showing fence and trip fall hazard has been repaired. No photos were provided of the roof being replaced or photos of the missing/peeling paint repaired. 12/ 26/ 14 wee mailed Ms. [redacted] advising we are unable to renew the policy as we did not receive the photos of the new roof. In order to allow the policy to be re written we would first need photos to review of the new roof and paint repairs forwarded to us for review.12/29/ 14 Ms. [redacted] contacted us. We advised her that the paperwork she previously provided did not include photos of the roof replacement which we stated was needed in our original letter.We advised her that she would need to contact her agent to write a new policy.We have no record of every advising Ms. [redacted] that we would waive photos of the roof replacement and since we never received the photos of the new roof we will not be able to renew this policy. We would allow her to reapply for coverage with a current effective date by contacting her agent and completing a new application.If you have any questions or if I can be of further assistance, I can be contacted at [redacted] ext. [redacted] ore mail [redacted]

Consumer

Response:

I have reviewed the offer 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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

The notice that I received from them requesting repairs did not include that I sent pictures. The notices sent after the repairs was done did. I spoke with the rep [redacted] and told her I did not have pictures and she advise me that I can send in the receipt and everything else I receive from the roofer. When I called to get the email address to mail the information to. I was given two email addresses. When I called back I was told that if I could prove that I sent the email, that my policy would be reinstated. I forwarded that email to them and they still dropped me. I did everything they asked. If the receipt and everything else for the roof was not enough, at the late time, they could have even given me a day to get someone to send pictures in to them. So basically I was dropped because I did not have pictures that I told they rep I did not have. The same way that they can send someone out to see that I needed all the repairs, why did they not send someone out to check that everything was done. Why would I go through all time energy and expense to do all they ask and then debilitate omit something that they required. They are always recording the calls, why don't they listen to the recording I feel that they should have to reinstate the policy. So again here are my point. 1. I was told by [redacted] that I can send in the receipt showing the roof was replaced ( are they going to deny that they have a [redacted] that works there)2. I did all that they asked me to do, all the repairs, why would I put the whole thing in jeopardy by not sending the picture.3. They could have at least given me a day to send the pictures to them