Stonewood Insurance Services, Inc.

Review: I, [redacted] am a client of the insurance Stonewood Insurance now for some time. But the past 4th of May, my family and I had an accident. We were returning home after visiting our relatives in Palm Springs. We live in Bakersfield CA, but at the elevation of Redlands CA being 10:30 at night approx. the accident happened and the one who was driving my son. At the moment he felt drowsy and pretended leaving the freeway he fell asleep and crashed with the outside protective barrier. All the front end of the Explorer was damaged badly, there were no other vehicles involved, and also nobody was injured. Only the truck was damaged. When I reported to my insurance such accident, they responded that they could not help me with nothing only because the one that was driving was not on the policy. In the vehicle the only travelers were my wife, my son, and I. When we were with our relatives, I drank some beers and I did not dare to drive for fear of getting involved with a DUI even though I felt perfectly fine. My son suggested that he drive, since my wife is scared of driving at night and thats why my son drove the truck and of course he has his license to drive in force of California. Desired Settlement: Help me with expenses and with the financier since I am paying off the Explorer to Wells Fargo.

Business

Response:

We have been advised by the claims department manager that during the investigation of this claim, a recorded statement was taken from the insured. During this call it was disclosed that the insured's son was the driver in the accident and that he was also a member of the household. The policy requires that ALL members of the household over the age of 14 years, be added or excluded on the policy. Prior to the accident, this driver had not been declared. It was calculated that having this driver added to the policy would have increased the premium by 209%, which was determined to be material to the non-disclosure. Therefore, the policy was rescinded due to Material Misrepresentation and coverage for the claim has been denied. The insured has been notified and a full refund is scheduled to go out to him on 7/18/14.

After speaking with a broker whom found me a policy with stonewood insurance my loan holder called me telling me I needed full coverage (which I asked for and stated) so in light of fidning out the error I called stonewood and asked to add full coverage in which they replied "you have to contact your broker for policy changes" I told them fine just cancel my account in which they repeated. I stopped paying for a product I didnt request and went in person to the broker who gave me a new policy (finally got it right and also with stonewood). Now Stonewood is sending me to collections for $35.00 for non payment on the extended days after my policy expired even after my attempts to cancel and signing a new policy.. I called and requested a manager who called back the following day only to tell me it was a valid charge and basically im lying about everything. As if I didnt know I needed full coverage when I have a auto loan.. Very rude manager who called me back that seemed only to want to argue and send me to collections (a current policy holder in good standard with a finally correct policy) for $35 dollars on behalf of there dumb broker representative and stonewoods failure to help me out of the incorrect situation. Horrible experience.. not looking forward to the day I might need my roadside assistance or filing a claim in the event of an accident. Good Luck but I recommend pretty much anyone else but these jerks.

Review: On Nov 7th,2015 I processed a claim for a hit and run,my car (Honda civic) was hit while parked outside my residence by a speeding car ,scrapped the drivers side ( left) completely breaking off the vehicle mirror and causing a few dents . A police report was also filed on the same day . On Nov 11th a insurance assessor came to my residence to view the car and take pictures a few hours after I recieve a call from the claim agent who is assigned my case trying to intimidate me over the phone requesting I give him another story because based on the pictures it didn't seem like a hit and run he stated I'd be given a last opportunity to clearify my Claim with no action on there part by then I was very upset and I told him there was no other story and I wasn't lying . I advised him to do what he needed to do and I'd do the same if I needed I would take to the next level by filing this claim and or seeking for legal guidance if necessary .Desired Settlement: I would like for them to follow through and finish the job or have some kind of solution to the matter. My viechcle has full coverage and feel they have been very rude and unprofessional with solving the case . I'd like for them to take owner ship pay for the damages,give options or some kind of solution before things get escalated .

Business

Response:

GSP90112737

Stonewood Insurance is the general managing agency for the carrier of this policy. Since claims are handled directly by the carrier, we have reached out to the claims department for detailed information regarding the claim in question. Following is the timeline of events; the loss was reported on Sunday 11/08/15. A claims rep contacted the insured, [redacted] on 11/09/15 to secure a statement from her and discuss coverages. The claims rep then assigned a Field Claims rep to inspect the insured vehicle. On 11/10/15 photos of the vehicle were received from the insured. From these, questions arose regarding the damages, as they did not appear to be consistent with the facts of the loss that was reported. Contact was made with the insured on 11/11/15 to follow up and inquire as to whether there may have been a different scenario that would be more consistent than the events that were initially reported. The insured’s statement of loss remained unchanged. Therefore, on 11/11/15 the photos and estimate of damage were sent to an Accident Reconstructionist to confirm the insured’s version of events, that the vehicle was hit while parked. On 11/17/15 the claims department received a call from the insured to follow up on the status of the investigation. At this time the report was still pending. On 11/20/15 a message was left advising her again, of a pending status. The completed report was received on 11/21/15 and it was determined that the Accident Reconstructionist was unable to rule out that damages occurred other than the way the insured had stated. The file was then transferred to the Total Loss Unit on 11/21/15 and a total loss offer was made to the insured on 11/23/15. This offer was accepted and the insured agreed to retain the salvage title. A check was issued to her on 11/24/15 and the file was closed. This claim was settled within 17 days, which seems reasonable considering the duty of the claims department to thoroughly investigate all claims.

Review: I have been a customer of Stonewood Insurance Services, via a broker [redacted] for nearly a year. I had an accident in October; during the course of the investigation, I was asked to provide personal information of persons who reside in the same house as I. I balked at this; as this had nothing what so ever to do with my insurance claim. I was advised that unless I provided the requested information my claim would be denied. I acquiesced and provided the requested information, under protest stating that at no time during my conversation with anyone from [redacted] ( the party who took my application) was anything disclosed about obtaining information about persons with whom I lived. On, Saturday, 11/29/2014 I received a letter from Stonewood Insurance Services that my policy would be cancled unless I provided the requested information concerning my roommate by 12/04/14. On 12/01/14 I mailed the request information on the signed and completed form provided and then called Stonewood to advise them that I had done as they had requested. The customer service rep advised that she was noting the account. On 12/05/14 I logged onto the website to check the status of my policy ..only to discover that it had been canceled. How is this possible. they gave me less than a week to respond. I did as they asked and they still canceled my policy.Desired Settlement: I want my policy reinstated and I wish to be made whole with respect to my accident claim. I have also filed a complaint with the State of California Insurance Commissioner

Business

Response:

This policy was originally written on 12/13/13 through an online process. One of the questions asked on the application/contract is, “are all residents of your household 14 years and older, all regular drivers of the vehicles, and all names currently showing on the registration of any listed vehicle either added to the policy or excluded from coverage?” The insured, Mr. [redacted] answered “yes” to this question as indicated on the application/contract, by the date and time stamp of 12/13/14 4:10:30 PM PST. In addition to this, the Applicant’s Certification section of the application/contract states, “I understand that I have a continuing duty to notify the company of any changes of: (3) members of my household of eligible driving age or permit age…” Mr. [redacted] agreed to these terms by clicking“Accept” as indicated on the application/contract on 12/13/14 4:10:01 PM PST. In October, during the course of a claims investigation for this policy, it was discovered that there was an undisclosed member of the household, a roommate who had been residing with the insured for one year. Once the claims department notified us of this, we proceeded to take Underwriting action by issuing a Notice of Cancellation requiring the insured to either add or exclude this resident from the policy. The notice was mailed out on\ 11/14/14, giving the insured the required 20 days to provide the necessary information. On 12/01/14, we did in fact receive a call from the insured advising that he would be mailing the require information that day. This was noted in our system, pending the receipt of the information. The postmark of the received information was 12/03/14, one day before the cancellation was to take effect on 12/04/14 12:01 AM. Unfortunately, during the processing time, a cancellation generated. Once the received information was processed, honoring the postmark date, a reinstatement was issued the same date and time of the cancellation, 12/04/14 12:01 AM, rendering no lapse in coverage. Mr. [redacted] did not comply with the terms of the contract by failing to disclose all household members. We respectfully invite him to refer to the terms and conditions of the policy in which he agreed to and accepted. In regards to the claim, we have been advised by the claims department that currently they are waiting for Mr. [redacted] to advise them of where he will be taking his vehicle for repairs. Once this is determined, a claims payout will be made to that repair shop.

Business

Response:

This policy was originally written on 12/13/13 through an online process. One of the questions asked on the application/contract is, “are all residents of your household 14 years and older, all regular drivers of the vehicles, and all names currently showing on the registration of any listed vehicle either added to the policy or excluded from coverage?” The insured, Mr. [redacted] answered “yes” to this question as indicated on the application/contract, by the date and time stamp of 12/13/14 4:10:30 PM PST. In addition to this, the Applicant’s Certification section of the application/contract states, “I understand that I have a continuing duty to notify the company of any changes of: (3) members of my household of eligible driving age or permit age…” Mr. [redacted] agreed to these terms by clicking“Accept” as indicated on the application/contract on 12/13/14 4:10:01 PM PST. In October, during the course of a claims investigation for this policy, it was discovered that there was an undisclosed member of the household, a roommate who had been residing with the insured for one year. Once the claims department notified us of this, we proceeded to take Underwriting action by issuing a Notice of Cancellation requiring the insured to either add or exclude this resident from the policy. The notice was mailed out on\ 11/14/14, giving the insured the required 20 days to provide the necessary information. On 12/01/14, we did in fact receive a call from the insured advising that he would be mailing the require information that day. This was noted in our system, pending the receipt of the information. The postmark of the received information was 12/03/14, one day before the cancellation was to take effect on 12/04/14 12:01 AM. Unfortunately, during the processing time, a cancellation generated. Once the received information was processed, honoring the postmark date, a reinstatement was issued the same date and time of the cancellation, 12/04/14 12:01 AM, rendering no lapse in coverage. Mr. [redacted] did not comply with the terms of the contract by failing to disclose all household members. We respectfully invite him to refer to the terms and conditions of the policy in which he agreed to and accepted. In regards to the claim, we have been advised by the claims department that currently they are waiting for Mr. [redacted] to advise them of where he will be taking his vehicle for repairs. Once this is determined, a claims payout will be made to that repair shop.

Review: I received a collection call almost 1 year later re my stone wood insurance services when I switched to All State. I had canceled my service after receiving a letter which Stone wood had sent me stating they canceled my policy. A week or so later I got another letter stating the original letter was sent in error. I now owe stone wood $61.61 of which 29.60 is for a policy fee, 7 for endorsements, 16 for 3 days of coverage and the rest for changing my address. I feel this is not right nor fair. I had confirmed with the phone associates that day of cancelation that if anything I would be getting a small refund due to the day I canceled vs the days I had paid for my policy. Rather I owe random fees for no reason. I had even had them waive a $50 cancelation fee due do their letter mistake. I had previously been happy with my insurance and didnt need to look elsewhere but after that letter dropping me of coverage that was the straw. I feel Stone wood should waive the $61.61 and remove all and any mention of collections from my credit report as if it has been truly placed into collections this will hurt my ficos and cause further damage. From something that was handled almost a year ago. I feel this is a outrageous request for fees almost a year later. This needs to be take care of. right away and make this someone end up somewhat of a positive experience. I did speak in detail with customer service and eventually after 1 hour and 8 mins and 45 seconds got to speak with a manager by the name of [redacted] I. per [redacted] the act in refrence was [redacted]Desired Settlement: Remove any and all mention of any collection and waive the $61.61 in fees and bring my balance to a 0.00 and make sure no collections compnay calls me again regarding this matter. A letter stating this would be nice as well.

Business

Response:

The insured, Mr. [redacted] started a policy with us by way of his broker on 3/26/13. He renewed for a second term on 3/26/14. Throughout both policy terms, all fees were fully disclosed to him in multiple areas of the policy, on the original application, on the Payment Schedule and on the face of all policy declaration pages issued to him. When the policy was cancelled, per the insured's request, we also honored his request to waive the $50 cancellation fee. However, there was still a balance due of $61.61 for unpaid fees and premium. All of this was explained to him, in detail, by our representative, by phone and email. Although this balance due is valid, we strive to provide quality service to our customers therefore, we have waived the balance due on the account and have requested it be removed from our outside collections.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Thank you

Review: I purchased auto insurance from Stonewood Insurance on March 13, 2013 and cancelled the insurance less than 30 days later because I was extremely dissatisfied with their service. My new insurance with Statefarm was effective April 10th 2013. I faxed a cancellation letter to Stonewood Insurance and mailed the original. I was just contacted by a collection agency because Stonewood claims they never received my cancellation request. They have never contacted me or sent me any past due invoices and then 2 years later I get contacted by collections. This company had poor customer service to begin with which is why I originally cancelled their service. There are numerous complaints online from other customers who have used Stonewood Insurance and had the same issues.Desired Settlement: I would like the $70 charge on my account removed and the collections attempt cancelled.

Business

Response:

This policy was purchased by the insured, Ms. [redacted] on 3/16/13 through her broker. Per her request, the policy was set up on an Automatic Recurring Credit Card Monthly Payment plan. On 4/15/13, we were notified that the first monthly credit card payment had declined. We immediately placed a call to the insured. A message was left and a letter was mailed to her. The insured called us back this same day. During a recorded call, she remembered that she had a new credit card and provided us with the information for this card. A replacement payment was made at this time and the account was placed back on the Recurring Credit Card plan. If the insured had replaced coverage elsewhere on 4/10/13 as her complaint states, why would she make a payment five days later on a policy that she wanted to be cancelled? On 5/15/13, we were notified that the monthly credit card payment was once again declined. A call was placed to the insured, a message was left and a letter was mailed to the insured advising of the declined card. We received no reply. On 5/16/13 a Cancellation Notice was sent to the insured requiring a payment by 5/26/13. No payment was received and the policy cancelled. On 5/31/13 and again on 7/10/13, we sent a Reinstatement Offer and Balance Due Notice advising of the amount necessary to reinstate the policy AND the balance due on the account. We received no reply to these. At no time did we receive a request from the insured by phone, mail, fax or email to cancel the policy. We provided quality service for this policy. The issues that occurred were due to declined credit cards submitted by the insured and lack of payment. We did in fact attempt to collect the outstanding balance (see attachments) with no success, therefore the account was turned over to an outside collection agency. The balance will remain due until paid.

Review: [redacted] was injured in a rollover accident when she was hit by a [redacted]'s delivery truck on Wed. Jan. 15, 2014 at approximately 11:30pm. Ms. [redacted] stated that her car had a total electrical failure and her locked steering wheel left her partially in the road when she was hit, pushed 30ft and rolled over 2.5 times. She was covered in dirt and glass when she was picked up and taken away by ambulance. The insurance party representing the [redacted]'s delivery service claims that Ms. [redacted] was outside the car at the time of the accident and was a distraction for the other driver, causing him to strike her vehicle. Ms. [redacted]'s insurance has made no attempt to discuss compensation.Desired Settlement: Set a court date and provide a lawyer so that we can be compensated for our car, towing and storage fees ($60 a day). 1/16/14 to current.

Business

Response:

In response to the complainant’s dispute, we have obtained information from the carrier claims department, as follows:

Per the investigation for claim #[redacted], the named insured on the policy has stated that his insured vehicle stalled in the middle of the road and was hit by another vehicle. Per the police report, the other party has stated that he was distracted by the driver of the named vehicle who was outside of the vehicle waiving her arms while in the middle of the roadway. The police report further states that she was transported to Mercy Medical Center by AMR from the scene; however, no injuries could be substantiated from the collision. The vehicle, a 1994 Toyota Camry only carried third party coverage. There was no medical payments coverage or uninsured motorist coverage.The police report states that the driver of the insured vehicle, caused this accident.

If the insured is seeking recovery for injuries or repairs to this vehicle, she must pursue this through the other party’s carrier, Hartford Insurance Company. The assigned claims representative will attempt to reach the insured’s driver this week to discuss the matter further.

Consumer

Response:

I am rejecting this response because:

It is not our responsibility to haggle with a conflicting parties insurance company. As our hired insurance carrier, it is that of Stonewood insurance services to assume that responsibility. It is also their responsibility to know and uphold traffic laws as they relate to the assignment of blame in such matters. At the very least they should know that distraction does not excuse a driver from fault. Yet seemingly stonewood has set a precedence for what in-fact "the very least" implies.

Business

Response:

In response to the complainant’s rejection of our response, below is the information obtained directly from the insurance carrier’s claims manager along with the attached police report:

1. There is no CL/CP on the 1994 Toyota Camry involved in the accident, according to the renewal dec page in PTS. We advised the insured of this fact at the time the loss was being investigated. If she wants to claim the damages, she needs to file a claim with the other party’s insurance company.

2. The policy does not provide a “lawyer” for the insured to pursue a claim. She would need to do that on her own. (if the insured was ever sued as a defendant, however, the policy would provide for a defense, in which case we would provide an attorney – barring any coverage issues)

3. The P.R. puts the insured at fault for the accident. I attached a copy of the report in case you need it. We ended up negotiating with the other party and paying the PD limit of $10,000. (the PD demand exceeded $14k, but they took the $10k limit after signing a release of all claims)

4. Also, just FYI - there was another claim for a sign pole with the same date of loss, but different time of loss. Another party was claiming that the insured vehicle struck a pole on his property then fled the scene. The owner of the pole gave inconsistent facts of loss, so we denied the claim.

Consumer

Response:

I am rejecting this response because:

The day after being released from the hospital as result of a roll over accident with a bigrig, we filed a claim with stonewood, in which I gave the names and insurance numbers of the involved parties. Despite this, a week later after not hearing back, I come to find, that Stonewood has subsequently closed the claim after categorizing it as a hit and run by an unidentified driver. So now, at the point by which a full investigation should have already been well underway, I find myself trying to assist stonewood in the reopening the claim. To this very day Stonewood has not taken a statement, looked at the vehicle or the hospital report, and or to our knowledge investigated the accident scene. Yet as you tell me now you have have made a determination and paid a counter claim.

If in fact this is true and a claim has been paid without our knowledge or consent I am obviously only further discouraged by the major lack of formality in which you and or your company operates.

None the less I expect a physical copy of the settlement and your official determination as to cause and liability. I can not gaurantee that further action will not be taken against stonewood insurance services.

[redacted]

Review: The payoff amount was $832.60 for the remaining balance. That of 91.00 was paid then cancelled because of non payment & the Revdex.com has a case#[redacted]. I would like a refund please. Thanks [redacted].Desired Settlement: Just to refund me my money that I paid for total $357.52.

Business

Response:

An auto policy was written through Stonewood Insurance on behalf of Mr. [redacted] by his broker, effective 4/01/14, policy #[redacted]. This is a six month policy, premium $411.00, not including fees and is currently active. There is one vehicle on the policy, a 2001 [redacted] Sienna with one rated driver, [redacted]. Shortly after inception, the policy was cancelled due to underwriting reasons, however that issue was resolved and the policy was reinstated. The total amount paid to date on this policy is $315.90. The initial down payment received by us was $92.57. According to our file, to date there have been no cancellations due to non-payment. The insured's statements of a payoff amount of $832.60, a purchase date of 8/07/14 and a problem occurring on 3/20/14 do not match the facts of this policy. It's possible that Mr. [redacted] may be referring to a separate policy written elsewhere and should consult his broker. If Mr. [redacted] wishes to cancel his policy with Stonewood Insurance, he may do so by submitting a written and signed request. Currently the policy is scheduled to cancel for non-payment at 12:01 a.m. on 8/17/14. Another option for him would be to allow the policy to cancel for non-payment. If he did in fact secure coverage elsewhere, he can provide us with proof of this and we will review it to see if backdating the cancellation is in order. Mr. [redacted] has been covered for his vehicle for the period of 4/01/14 to current. There is no basis for a full refund.

Respectfully,

Stonewood Underwriting Department

Review: I had a claim and Stonewood insurance said that I needed to pay a triple deductible before they pay the claim which I believe was there error for not updating my card information in September when I called it in. I called the services center and I was advised not to cancel my insurance account and let it cancel for non- payment to avoid cancellation fees. I had paid a full month 10/15/2016-11/15/2016 but only used 15 days, to 10/30/2016. I then got a statement that I owe $58.94 I then send over my declarations page to show my new coverage so they could back date it and give me any un used premium, stonewood Insurance gave me a very hard time and didn't want to accept my declarations page and asked that I need a specific letter that said NEW BUSINESS in order for them to give me a refund I had my new carrier send it over. I then received another statement that my new balance is 54.94. I don't understand why they billed me in the first place if they never covered me past the 15th of November and I had paid for a hole month. Why did I not get my pro rate amount and why is difference of the first statement and the second $4.00 after showing prove of insurance? Is the 15 days worth only $ 4.00 dollars if so why? I already lost out 1100.00 because they didn't want to pay out my claim and now they are demanding 54.94 or threating me to take it to collections. What I'm I being charge for?Desired Settlement: Clarify charges, and void fee for being misleading about there triple deductible policy.

Business

Response:

[redacted] This policy was originally written on behalf of the named insured [redacted], effective 1/30/15. As disclosed at point of sale, one of the provisions of the policy is that during the first 60 days after the inception date and the first 60 days after the effective date of any reinstatement, rewrite or renewal with a lapse or gap in coverage, the deductible listed on the Declarations is tripled. The policy was set up to be paid on a monthly basis by recurring credit card. The payments were made successfully up until the system ran the credit card for the 9/01/15 payment and it came back, declined. After speaking to the insured as to why the card might have declined at this time, she could offer no apparent reason, therefore we considered it a possible communication failure between the two banks. She made a replacement payment and we credited her account for the $5.00 processing fee. When the card was ran again for the next payment on 10/01/15 it was declined once more. A cancellation notice went out to the insured on 10/02/15 to be effective 10/12/15. She did not contact our office until after the policy had cancelled on 10/12/15. Per another discussion with the insured as to why the card might have declined, she confirmed that funds were available and verified that the credit card number we had on file was correct and that nothing about the card had changed. Again, with no logical explanation we thought it could be another possible communication failure between the banks. We took a payment from the insured and waived the $5.00 processing fee. However, there was a brief lapse in coverage from 10/12/15 12:01 a.m. to 10/12/15 10:36 a.m. causing the triple deductible to take effect for 60 days. The matter was reviewed by a manager but no clear explanation could be determined. On 10/28/15 the insured contacted our office for further discussion regarding the issue of the declined credit card transactions. After a lengthy discussion with the insured, it was finally determined that the insured had in fact received a new “chipped” credit card from her bank with a new card number and this was the reason for the previous declined credit card transactions. The insured then stated that she had advised our representative of the new card back in September, however our records do not reflect this and when we listened to the recorded call taken at that time, there was no mention of a new card or new card number. At this time the insured inquired about cancelling her policy. She was advised of the proper cancellation procedure and applicable fees. She stated that she would think about it and get back to us. The policy cancelled on 11/12/15 for non-payment. On 2/03/16 we received a request from the insured along with proof of replacement coverage to backdate the cancellation to 10/30/15. Unfortunately, the document was not sufficient to backdate the cancellation. After sending a letter requesting proper proof, we were provided with a letter of experience from her new carrier confirming the effective date of 10/30/15. Her request was honored and processed accordingly, effective 10/30/15. Below is an accounting breakdown: $ 1130.00 Earned premium for the period of 1/30/15 to 10/30/15 $ 30.00 Policy fee $ 3.50 Fraud fee $ 40.00 NSD Membership dues $ 5.00 Return Mail fee $ 117.00 Installment fees – 9 @ $13 each $ 7.00 Endorsement fee $ 16.00 Reinstatement fee $ 50.00 Cancellation fee -$ 10.00 Credit of processing fees – 2 @ $5 each $ 1388.50 Total Due -$ 1333.56 Total received $ 54.94 Balance Due We sincerely apologize for the inconvenience this matter has caused and regret that we could not have received updated information at an earlier date.

Review: On November 16th 2015 I obtained Auto Insurance for Two Vehicles. The Insurance agent was Freeway Insurance. The total premium as about $2300. For the first month covering November 16th to probably December 15th, as I was told, I payed $234. In addition I was charged another $150, maybe agency fees and a $20 processing fee. All paid.

Then, about a week later (around December 23rd) I received a bill for the following month stating it was due on the 5th of December. The bill was for another $261.47. The bill, in addition to the monthly premium contained a POLICY fee, a MEMBERSHIP fee, and OTHER fees.

I was confused: first November 16th to December 5th is less than a month. Also what is all these membership, policy and other fees? To get clarification I called Stonewood Insurance. After a long wait the representative picked up and almost in a yelling voice asked me to hold on. I did. She returned to me a long time after. By this time I had spent over 25 minutes on the phone.

All I did was ask for clarification of the fees and the reason am paying another bill so soon.

She spoke back to me in the most disdainful, disrespectful and unprofessional manner I had ever seen. In the middle of me asking another question she shut me down saying "anything else". I replied that I just ask for another clarification. She said she was done. At this point I was disappointed and told her I was out, cancel.

I got a payment reminder. And I told them I canceled I have another Insurance now. They asked me why and I told them my experience with one of their reps. They said to sent the cancelation notice in writing. I did. And then they said it will take 15 days to cancel.

I am not paying for the 15 days.

To this day no one apologized or showed concern about my experience or dissatisfaction, instead I am receiving calls Stonewood to pay my bill. I just got another one in the mail.

This is sad to have a Rep run you like material on the phone and they expect me to keep on. I cancelled my Insurance.Desired Settlement: I just want them to leave me alone, and write off the bill. I already paid over $355 (185+150+20)plus. And this is for two weeks or less coverage. I have the right to cancel, and they can not tell me it will take fifteen days and expect me to cover the fifteen days from my pocket.

Business

Response:

[redacted]

First, I would like to apologize on behalf of Stonewood Insurance for any rudeness or mistreatment the insured, Raphael Alli may have experienced while communicating with our Customer Service department. This would not be considered normal behavior, as our staff are trained to provide quality service to each of our customers. This matter has been addressed with the appropriate parties.

An auto insurance policy was initiated by the broker on behalf of the insured, effective 11/16/15 for a 2013 Mercedes Benz and a 2011 Honda Pilot, with two drivers. An application was completed at point of sale between the broker and the insured. Our application discloses all applicable fees pertaining to the policy. The insured acknowledges and accepts these by signing the application, as in this case. Once the policy is uploaded to our system, documents are generated, printed and given to the insured, including the declaration page and billing schedule, both disclose the fees.

During the underwriting process of the policy, it was discovered that there was an undisclosed at fault accident for the insured on 9/13/14. This caused an uprate to the policy. A declaration page with the new premium amount and a memo of explanation were mailed to the insured on 11/19/15.

On 12/01/15 the insured contacted our office and was given a complete accounting breakdown. He expressed that he was upset and stated that the broker did not tell him about the fees. We cannot speak on behalf of the broker, but can confirm that all our fees are fully disclosed in writing.

In order to give ample notification, the first monthly billing installment was issued on 11/20/15, but not due until 12/04/15. The payment was not received by this date, therefore on 12/07/15 a Notice of Cancellation was issued, giving until 12/17/15 12:01 a.m. to receive the payment.

On 12/15/15, we received an email from the insured in which he stated that he had cancelled the policy during his previous conversation with our representative and had a new insurance. We emailed him back to advise that in order to cancel the policy, we would need his written and signed request to do so. We also offered the option of having him take a photo of a written and signed cancellation request and email it to us. We received the signed request and let the insured know that it would be processed and could take up to 15 days for processing, but the date of request would be honored.

Accounting Breakdown:

$ 183.00 Earned premium for the period of 1/16/15 to 12/15/15

$ 35.00 Cancellation fee

$ 3.52 Fraud fee

$ 8.00 NSF Membership dues (roadside)

$ 13.00 Installment fee

$ 50.00 Cancellation fee

$ 292.52 Total due

-($ 153.75) Total received by us

$ 138.77 Balance due

In conclusion; the insured is being charged for 30 days of coverage not two weeks, plus fees. The policy increased due to an undisclosed accident which caused an increase to the monthly payments. He definitely has the right to cancel the policy whenever he chooses, however we require that it be in writing. He has not been charged for 15 days of processing time. If he has proof of other “like” insurance, prior to the cancellation date of our policy, 12/17/15, we would be more than happy to review it for possible backdating of the cancellation which could lower the balance. Unfortunately, we cannot write off the bill and the balance will remain “due” until paid.

Tell us why here...

Consumer

Response:

I am rejecting this response because:Thank you for your response. In my complain I never mentioned that I had an issue with the change in premium price due to an at fault incident in 2014. It was not an issue. You also made it seem like I had something to hide. No. Everyone knows that when you are getting insurance you have all your records of driving out there. My issue were that there was a policy fee charge, there was a membership fee, and it also said other charges which were not specific. I have never heard of this before and all I did was to call for clarification. And I was treated like a nobody. You mentioned some of those charges in your response. What are those? Also you agreed with me that the policy was initiated on November 16th 1015, and that you sent me a bill due on December 4th. If this is true, which it is, why is another month's bill due on the 5th of December 2015 barely 17 days after the first bill was fully paid? Those were my questions that were not answered.your company has an image to protect. The customer service I received was beyond terrible, and even after I voiced it out not one of you called, wrote or did anything to apologize. Instead you were focused on how to get more money from me. You said I could not cancel my insurance unless it is in writing. You also said it would take 15 days. You admitted to all these in your response. But that is not what California law says. In other words you were buying time to charge me another month instead of addressing the rough way I was handled on the phone. Lastly, at the end of the call on December first I canceled, if your associate was so mad at me for calling to get clarification, and therefore was not patient enough to hear me say cancel, and thus hung up, that is not my fault. If you want me to wait fifteen days so you can charge me more that is not my fault.I got another insurance with Nationwide the very next day December 2nd. Since I cannot upload it here on my phone I could give you the policy number to verify: [redacted]. It was effective December 2nd 2015. I can't be making two insurance payments. I can cancel my insurance anytime. You agreed with that.I spoke with your agent/broker - his name is [redacted], and his phone is [redacted] He agreed that I paid for the first month. It was $185 on the 16th of November. And then two weeks later another $150. So why won't I question yet another bill due on the 4th of December, especially after paying over $320 and especially when it within two to three weeks, and especially when it has things like policy fees, membership fees and fraud fees and other fees?Thank you

Business

Response:

Hello:I am responding to Mr. [redacted]’s rejection of our previous response and am having trouble attaching documents. If I may, I would like to send my response through this email along with attachments. Thank you [redacted] – ID #[redacted] – [redacted]When paying on a month to month basis, the first installment billing goes out approximately 20 days after the inception date. You received a Schedule of Future Payments at point of sale showing that your first installment would be due 12/6/15, Enclosure 1. We do require cancellation requests to be in writing. This is our procedure, for the protection of all parties involved. These guidelines can be found in the policy jacket, page 27 that was sent to you with your policy documents on 11/20/15, Enclosure 2. Please refer to your policy on-line application that discloses applicable fees and how they are applied. I have included these pages of the application for your reference, Enclosure 3. On 12/15/15 we received a cell phone photo of your written request to cancel the policy. This is the day your policy was cancelled. As previously stated, you can provide us with a copy of your replacement policy with “like” coverage and we will review for a possible backdate of cancellation. You can cancel your policy anytime, however in order to backdate a cancellation we will require sufficient proof to do so. Please be advised that we are a separate entity from the broker. The broker represents you, as the insured. Any payment arrangements you made with your broker must be directed to him and are separate from our billing. We received a down payment of $153.75 from your broker’s EFT account to start the policy, no other payments were received. Hopefully we have addressed all areas of concern.[redacted]Underwriting & Customer Svs. Manager[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is a little okay with me.

This could go on and on. So I have decided to send the company-Stonewood Insurance- my replacement policy for a possible backdate of cancellation as they stated. This way we resolve this and everyone go their way. Much I have learnt. Thank you the docs have been sent through [redacted]Sincerely,[redacted]

Review: My vehicle was rear ended by one of Stonewood's clients.Fault was admitted, I had pictures of the damages and the appraiser came about one week later to look at my vehicle. The person handling my claim called me once after about 5 voicemails I left him. Unfortunately his call was during work hours and I missed the call. I called about another 5 times before I got a hold of him and he sent me the paperwork from what the estimated damages were. From there I heard nothing. I kept being ignored and when I demanded an answer,his reply was "your check was mailed yesterday." Two weeks later and still no check, I asked for a status update and he didn't have a clear answer. Now , he just ignores me. What kind of people work here? My vehicle is deteriorating and these people think it's okay to ignore me and not be responsible for the damages done to my vehicle .Desired Settlement: Two months later and this has not been resolved. My vehicle is in worse condition now. I need a new appraiser to come and look at the new damages caused due to negligence. I need a different representative to handle my claim as I am tired of being ignored.I need Stonewood to expedite my request with diligence .

Business

Response:

We ask that you please provide us with the name and policy number of our insured. Another option would be the name of the carrier and adjuster you have been corresponding with. Since we are the General Agency for multiple carriers, we will need this information in order to direct and resolve the issue with the appropriate party. Thank you.

Consumer

Response:

I am rejecting this response because:It still does not resolve the matter.

The policy number I was provided is [redacted] and it belongs to [redacted]. The Representative handling

Stay away from this insurance company. They don't look after the customers properly. They aren't in the business of customer service, but in the business to gouge loyal customers. Be careful when dealing with them they are very sneaky.

Review: I opened a policy with this company and after I wasn't able to get the car the insurance was placed on I called to cancel my policy the next day. They told me I would have to wait 4-6 weeks for refund of what I paid. Never was I told I would be charged all these misc. fees they said I was charged. They sent me a $25 check which I paid triple that. The lash I jus spoke to was just very rude and telling me they only spoke to me once when in fact I spoke to them more than once. After reading reviews about this business and how they have done this to multiple customers I now see it is true. They take your money and I don't have money like this to just give away I am very upset at this business customer experience .Desired Settlement: I would like my refund they specified I would receive I was charged 7 times for things unspecified to me at the time of my policy starting

Business

Response:

[redacted] An auto insurance policy was initiated through us on behalf of the insured, [redacted] by her broker, effective 10/30/15. After this, the next correspondence received on the insured’s behalf was on 11/04/15 in which we received an email from her broker stating the following: From: [redacted] Sent: Wednesday, November 04, 2015 5:16 PM To: SW-Customer Service Review Subject: FW: Signed Consent pol # [redacted] Hello, Attached is a cancellation letter from ni pol # [redacted]ust waiting on Dealership letter that she did not take possesion of veh. Please give us a call back if you have any questions or concerns at numbers listed below. Thank You [redacted] Customer Service Representative Insurance Services Center The letter provided was a handwritten statement by the insured, advising that she wanted to cancel the policy as she had not taken possession of the vehicle. As indicated in the above email from the broker, we did not receive a letter from the auto dealership confirming that the insured never took the vehicle from the dealership lot (possession) therefore, the policy was cancelled effective 11/05/15. A cancellation cannot be backdated without sufficient proof to do so. The insured contacted our office on 11/16/15 to inquire about a refund. She was advised that it takes 20 to 25 days from the date of processing. On 12/10/15 a refund check was issued to the insured in the amount of $25.92. We received a call from the insured on 12/14/15 regarding the refund amount, at which time she was given a breakdown of the charges, as follows: $ 25.00 Earned premium for the period of 10/30/15 to 11/04/15 $ 35.00 Policy fee $ 1.76 Fraud fee $ 8.00 NSD Membership dues $ 13.00 Installment fee $ 50.00 Cancellation fee $ 132.76 Total Due - ($158.68) Amount received from insured - ($ 25.92) Balance – refunded on 12/10/15 We apologize for any misunderstanding the insured may have had regarding the policy charges, however, we are in compliance with state codes and regulations that require us to disclose our fees on the initial application for insurance that the insured signs at point of sale and on the policy documents that are immediately provided when the policy is issued. It is possible that the insured may have provided a larger down payment to her broker and had other conversations with them, than the ones we have indicated. She would have to contact them directly to obtain this information, as we are separate entities.

Consumer

Response:

I am rejecting this response because: I was never told about these fees at the time of signing up . And yes I was very confused about it being two different entities because I called more times then what has been stated. At the time of signing up I was out at my aunts birthday party and barely had charge on my battery so never was I explained or aware of all those fees whether or whether not I cancelled my policy. I just want my money back at least half of it . I am not in a great financial position to get my money taken this way when I never actually utilized your insurance . I only signed up that night because I was almost certain I would get the car I wanted and I needed to have a policy the next day if I bought the car which I never did . The car dealership even agreed on a personal level they had experience with stonewood not giving them they're money back also in reviews I've read. I jus want a fair share of what is owed to me period.

Business

Response:

In response to the insured’s rejection of our explanation that the policy fees were disclosed to her at point of sale of the insurance policy, I am attaching a copy of the documents that she electronically signed/accepted through an on-line policy process known as [redacted]. The insured purchased this policy online through a broker. This process is used at the convenience of the insured so that necessary signatures can be obtained without having to physically go to the broker’s office. Please refer to the last page that indicates the applicable fees and the insured’s acceptance of these at 10/30/15 at 11:12 p.m. As previously stated, if the insured can provide something from the dealership showing when the vehicle was returned or that she never took possession, we would be willing to review this and possibly backdate the cancellation, reducing the coverage charges. As for the fees, we are unable to waive these as we must remain in compliance as directed by state regulations in which we adhere to our own guidelines. [redacted]Underwriting & Customer Svs. ManagerPhone | [redacted]E-Mail | [redacted]

Review: Name on policy but not allowed to discuss my problem cause my name is not billing name. Wants to charge me to cancel my remaining insurance time.

Policy # GSPXXXXXXXX-XX. Insurance is in both my brother and myself names. His is the billing name why I am not sure since I am the one that put in for the insurance. When I have a question to ask I am not allowed to do it. I have had insurance for a long time now and this is the FIRST insurance co. that will not allow me to discuss any thing with them. My name is on the policy along with my car and I can give them all the info they want but NO. I cant understand why this is like this and no one will explain it to me. They have no problem cashing MY checks with MY name on it or running my debit through for payment but they stop everything when it comes time for me to ask a Question. I dont think insurance companies should be ran this way. I call today and spoke with Ashley about canceling my policy cause I went with another co. and she wanted to charge me $50. This place will rob you blind with all these hidden fees. $50 to canel your policy and $80 to add another vehicle $26.78 Policy fee $1.80 Fraud Fee and who knows what else they want to charge you for. I would NOT under any way recommend this insurance to any one. I would rather everyone drop out of this co. and maybe then they would open their eyes and stop robbing people. Desired Settlement: I want my balance owing me for the time remaining on my policy with out paying some stupid $50.00 fee. I know this will not happen cause they will drag it out till my policy ends. Just let it be known if something does happen this insurance will be the first to get the repair bill.

Business

Response:

Business' Initial Response

August 23, 2013

GSPXXXXXXXX

This policy was purchased through an on-line Web Sales based insurance brokerage. The policy was issued in the name of the person who identified themselves to the broker at point of sale. In this case, a single male currently listed as the named insured. The second driver is listed as the named insured's sibling, complainant [redacted]. This is how the application was submitted to us and therefore, how the policy was issued. If Ms. [redacted] was intended to be the named insured, she should have been the party electronically signing and agreeing/accepting the conditions of the contract. As previously stated, our records indicate a single male as the purchaser of this contract. The policy was originally written on 3/08/12 and has renewed for three semi-annual terms. Due to confidentiality reasons, we do not release information for a policy to anyone other than the named insured without their written authorization. On 10/03/12 we did receive a signed Policy Information Release by the named insured, listing Ms. [redacted]. From that point on, policy information was provided to her when requested. As stated in the release, information about billing and coverage could be provided to the listed person but they would not be able to make changes to the policy or obtain personal information. This includes cancellations. As with all the fees, they are fully disclosed and listed on the Declaration page of the policy. This includes the $50.00 Cancellation fee, $26.78 Policy fee, $1.80 Fraud fee, $5.00 endorsement fee. There are no hidden fees. As for adding another vehicle to the policy, this would of course cause an uprate in premium. This policy is currently active. We have not received a signed cancellation request from the insured. It is true that the $50.00 cancellation fee will apply, however our Customer Service manager has provided a complete explanation to Ms. [redacted]'s concerns and how to avoid the fee by suggesting that they let the policy expire upon the upcoming renewal date of 9/11/13. We are confident that we have addressed all areas of concern and provided a valid explanation to this complaint.

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

Mr. [redacted] does not know how to even work a computer let along get insurance in his name. And as of today 8/26/2013 I Ms. [redacted] still CAN NOT receive any information on our policy. They never sent us any of the rules for us to even go by. I have decided to let my policy run out and if something should happen they will be the insurance that I turn in and not my new insurance. These people will talk to you about paying them but that is the ONLY time they will speck to any one other than the one with the name at the top no matter what paper they say you need to sign. Will never use this insurance again or recommend it to anyone. Just watch out for these guys.

Business' Final Response

As previously stated, this policy was issued as the application was submitted, with [redacted] as the named insured and the party who was represented as the signer, accepting and acknowledging the conditions of the policy. [redacted] was listed as driver #2. It has been this way for three terms and a new declaration page was issued each term showing this. Our file contains several documented conversations in which Ms. [redacted] was provided with policy information and the signed Policy Information Release discloses the conditions "rules" of releasing information. On 8/20/13 an email was sent to Ms. [redacted] from our Customer Service manager providing her with policy information. After that date, I see no documentation indicating any correspondence from Ms. [redacted] other than this complaint.