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To Whom It May Concern,
This is a response to a complaint filed by [redacted]. On April 1, 2014 [redacted] called my office to inquire about her auto insurance and left a message. I returned her call within an hour from the time she called as documented in my records. [redacted]...

answered the phone and then asked if she could place me on hold while she called her husband [redacted] and we would conference call the conversation. While on the conference call ([redacted] and [redacted]) I informed the [redacted]s that our records showed they had received a total of fourteen intent to cancel statements in the past two years with Texas Farm Bureau Insurance. I also stated that from February 12, 2014 until March 19, 2014 Texas Farm Bureau Insurance had sent out four letter's requesting payment. [redacted] stated that they were on vacation and that is why they did not make the payment. She also stated that [redacted] made an online payment on March 21, 2014. I then checked the billing and saw where the policy had cancelled effective March 15, 2014. At that time I explained that the payment [redacted] made was for a write off (premium due for previous coverage provided.) I then explained that premium due per the billing mailed February 12, 2014 was due on March 3, 2014. No premium was received, so Texas Farm Bureau Insurance extended coverage as a courtesy for ten days from the date premium was due to allow the customer to make payment. Unfortunately the [redacted]s did not make a payment during that extended time. Therefore when [redacted] went on line, the system took the write off premium payment of $96.00 but did not reinstate the clients insurance because once a policy is cancelled the client is responsible for contacting their agent to reinstate their policy.
[redacted] then asked about the claim that happened on March 28, 2014, I explained that due to the fact the policy was expired; there was no coverage but she could file the claim and see if Farm Bureau Insurance would work the claim as a claims question.
[redacted] then asked if I could give her proof of insurance for March 31, 2014 for the no insurance citation and I explained that I could not back date coverage. I then recommended that their policy be put on auto draft to avoid future lapse in coverage.
At that time I also informed the [redacted]s that their home insurance had cancelled for non pay as well The [redacted]s reinstated their auto and home insurance on April 1, 2014 and completed the auto draft application for their auto policy on April 8, 2014.Ithen told them if they received a bill in May they should make a payment because it will take one month to get the draft set up
 
[redacted] [redacted]
Insurance Agent Texas Farm Bureau