Zander Insurance

We are very sorry to hear that the client was not satisfied with her experience and are working diligently to rectify the situation. When we received this review, the management team jumped in to investigate the issues noted by the client.
Regarding the timeframe, there was a delay in underwriting caused by medical records retrieval. Many times a request for a client's medical records will result in the timeframe extending beyond the average of 4-6 weeks, and this case was no exception. Despite the delay, our team stayed in contact with the client to provide updates on a regular basis.
Unfortunately, once the application was approved, there was an error on our side that prevented the client from receiving return correspondence from us in a timely manner. The issue has been identified, and the parties involved have been provided coaching on following up within the expected timeframe. Unfortunately, we could not have anticipated the change in the price because the approval was based on information that was not disclosed to us at the start of the process. However, since the time of this complaint, the client has been connected with the appropriate person to assist her with alternative options and we are back on the right track. As we continue to assist this client, her file will be followed by a member of management so that a resource is always available to her and there are no delays in processing.
We are terribly sorry for the frustration caused by her experience and look forward to making this right.

Contact Name and Title: ***, Client Rel
Contact Phone: XXXXXXXXXX
Contact Email: ***@zanderins.com
We are sorry to hear of the distress caused by the error and are working diligently with both the client and our partners to get this resolved. Upon receipt of the client's complaint, our management team immediately began to investigate the cause for the problem.
When the client was called to complete her application over the phone on March 23rd, she opted to not move forward with providing a voice signature, which should have prevented her application from moving forward. However, the insurance company contractor who called to complete the interview experienced a glitch in their system that applied the client's signature and submitted the application for underwriting.
We are terribly sorry that this occurred, and are committed to making this right. We have spoken with members of senior management for the contracted company and they have managed to isolate the issue that caused the glitch to prevent it from happening to other clients. Additionally, a letter of apology has been sent to the client from the contracted company absolving *** from any mistakes or wrongdoing in this incident.
Still, we take responsibility for the actions and errors of our partners, and have sent our own letter of apology, as well as extending an offer of free identity theft protection for one year.
Members of management have been in contact with the client to explain what happened and provide clarification where necessary. The client has been very kind and understanding of the circumstances; we appreciate her giving us the opportunity to identify and fix the issue, and we apologize again for this unusual and unnerving error.

Thank you so much for the feedback;; it has been our pleasure to provide you with the protection that you and your family need, and we hope to continue to earn your business and your trust for years to come! Please don't hesitate to reach out to us at any time and we will be delighted to assist you.

We appreciate the feedback and the opportunity to fix this problem, as the client's request should have been quickly and easily processed without issue. A supervisor reached out to the complainant to gather more details and provided immediate resolution. The team members responsible for the delay have received coaching on the proper protocols for processing refunds so that this does not occur to any member again in the future. We offer our sincere apologies for this situation and thank Mrs. W for making us aware.

Mr. contacted *** Insurance for life insurance quotes and did not move forward with an application request. The agent with whom he had been working mistakenly submitted the request to the insurance company six days later, prompting calls to complete the application via telephone interview. This was understandably frustrating to the client, as he had not authorized *** to start the application process, therefore the calls were unexpected and off-putting. He did contact *** and spoke to the original agent with whom he was working, advising that he wanted the process stopped or he would escalate his complaint. The agent did not follow the proper protocol in order to stop the interview phone calls, nor did she notify a manager of the problem, and the client received two additional calls that evening.
We are deeply sorry for this turn of events, and acknowledge our responsibility in the matter. The agent who submitted the application request without permission is receiving corrective action, and our Client Relations Director has spoken to the client to offer our sincere apologies and assurances that the file has been closed. We thank the client for his feedback, and appreciate the opportunity to make it right.

This customer contacted us 5 days after purchasing a membership to discuss the restoration process in the event she or a family member became a victim of identity theft. After specific information was reviewed, all of which is outlined in our Terms of Service and is available to our members prior to their purchase of the program, the member showed evident frustration that we could not complete and sign certain forms on her behalf and insisted that we do work for her that is not within the legal scope of our restoration and recovery team. After her initial complaint, a full refund of the program cost was offered, but was rejected by the member; she stated that she would rather us "do what was promised." Unfortunately, our commitment to guiding our members through the restoration and recovery part of the program does not allow for the customer to be 100% hands-off - there is some responsibility on the part of the member that, due to consumer privacy laws, we simply cannot intervene in.
This was, again, explained to the member, and a refund was offered a second time so that she could purchase a program that may be more in line with her expectations.
We do apologize for any confusion or frustration caused by our communication, however our clients generally understand that, because of the personal nature of ID theft, some elements of the restoration process will require the victim's involvement - our team will then facilitate all additional steps to clean up the mess of identity theft.
At this time, a refund has been processed so that the complainant can apply those funds toward a program that more adequately meets her needs.

There seems to be an element of confusion on the part of our client, and we have attempted three times to contact her to clarify the situation. The cancellation notice that she received was for her auto insurance policy, not her home insurance. Her home's mortgage company was changed and created a last-minute billing change, but that problem was immediately rectified once it was brought to our attention. If she would give us a call back, we would be happy to provide clarification and any further assistance that she may need.

Thank you for your feedback about our ID theft protection service. While we do not use or affiliate with *** in any capacity, we do have a partner that handles certain parts of the recovery process. The recovery agents are expected to provide the same level of service that you would expect from a member of the Zander team, and we apologize that you felt the service you received fell short. We are researching the chain of events on your case to identify areas for improvement and provide training to the parties involved.

Regarding how your information reached the dark web, there is no way to specifically identify how one's personal details were compromised, however the culprit is typically a data breach. As data breaches continue to occur by the thousands each year, it is common for one's information to be found on the dark web. As part of our service, we provide tips and email reminders to our members with precautionary measures that can be taken to help keep identity thieves from capitalizing on the information they find online.

Nevertheless, identity theft cannot be 100% prevented and, when it happens, our restoration agents are here to guide you through the process of getting it fixed. Procedurally, everything was resolved on your case as outlined in our plan details; our notes indicate that, once we received the necessary documentation, the event was resolved in less than 30 days. The average timeframe for resolution and removal from your credit reports is 30-60 days, so we were pleased with the expediency provided by the credit bureaus.

We are truly sorry that our services did not meet your expectations. Our ID Theft manager has reached out to offer additional details and assistance, and we look forward to providing any clarification you may need on the breadth of our services.

Contact Name and Title: ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@zanderins.com
We received the initial complaint from this person on April 19th, after someone else presumably used his contact information to run quotes on our website. All outreach did cease immediately upon our receipt of his complaint and the file was closed to ensure that no other calls or emails would be attempted. Based on his level of dissatisfaction, we thought it was appropriate to send an apology which, evidently, was not received with the same good intent that we were trying to convey. His file has remained closed and no further contact has been made since that time or *** be made again.

Contact Name and Title: ***, Dir. Client
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@zanderins.com
Thank you for the opportunity to respond and correct this issue. The client, who submitted two quote requests through our website on March 18, 2019, was receiving our standard follow up when a client requests a quote but not an application. Because he entered his information twice, however, he received twice the amount of our normal follow-up contact.
This was an error on our part, as our system should have automatically removed the duplicate information to ensure that the client was not inundated with calls and emails. Our team has corrected the issue that caused the increased follow up, and the client's phone number and email address have been removed from the follow-up list.
Additionally, we are always happy to remove clients from the follow-up list if they prefer not to receive contact from our organization. Unfortunately, this client did not reach out to anyone at *** to request that the contact stop prior to contacting the Revdex.com.
A member of our management team did contact this client to apologize, explain, and offer further assistance. She also asked the client to confirm that we were closing the correct file, as the original request was submitted under a different name. We have not yet heard back from the client. A note of apology has also been sent in the mail.
Again, we are appreciative of the opportunity to provide quick and thorough resolution, and are happy to help if there are any other needs that we can meet for this client.

When the original complaint was received on 4/18/2019, we took immediate action to ensure that the phone number provided was removed from our system to prevent future calls. The last call that was made to the telephone number given by the complainant was on the day of the complaint, 4/18/19 at 9:57am. No calls have been made to him since that time, per his request.This person's information no longer exists in any of our systems, therefore it would not have been possible for us to call three more times on 4/22/19.
A manager has reached out a second time to the complainant to offer any additional assistance of which we are able, and to apologize that someone falsely used the complainant's telephone number to view quotes on our website. As previously stated, we no longer have his information saved to any file under any name, and he will not be contacted again per his request. We look forward to the full resolution of this matter.

Since the client's initial request for assistance in an identity theft claim, we have helped her to the best of our ability. Throughout the claims process, many requests were made for her to contact the authorities, a step that was necessary to continue with the claim. She refused to cooperate, and would not allow us to act on her behalf, either. The file remained open for several more months, and any additional correspondence from the member during that time did not focus on the identity theft issue and she would not cooperate with our requests to move the claim forward. Our third-party restoration team, CSID, complained several times of harassment - that combined with her non-compliance with the next step in the claims process led to the claim being closed, her account being deactivated and her payment being refunded.
A non-compliance letter was sent to the address on file, in addition to a cancellation email. The former member continues to create accounts under false names; as we have discovered them, we have cancelled those as well.
Unfortunately, due to continued harassment from the former member on our social media accounts, through our website, and directly to our team members, we *** not be able to provide services to her. Our attorney is drafting a letter to the former member that *** address any additional questions that she may have.

Contact Name and Title: ***, Client ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@zanderins.com
We sincerely apologize for the experience and frustration that the member had to endure due to the failure of one of our team members to handle her request correctly. We have refunded her money in full and have used this as a training experience for our team in the future. We also pointed out that all of our emails and website pages provide a direct access to our Executive management team for issues such as these which could have helped in alleviating a lot of her frustration. To our knowledge, everything has now been resolved with the error being corrected and the overpaid funds returned.

Contact Name and Title: R.***,Client Relations
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@zanderins.com
After reviewing the client's original request and listening to the call with our agent, we found that the client never disclosed to our agent that the child rider would be for his grandchild. This makes all the difference in what carrier we would recommend applying with - unfortunately we weren't able to place him with the best insurance company for his situation, as a result.
However, because our company is passionate *** advocacy, we were determined to make this right. A manager reached out to the client with an apology first, offering to do whatever possible to either change the outcome or find another company that would be suitable for their situation. The manager also contacted the insurance company with which he applied to discuss the decision not to include the client's grandson, and was able to convince the underwriter to make a one-time exception, given the specific and unique circumstances of the case.
While the insurance company did make their decision based on the listed guidelines, we do apologize that empathy and advocacy were not displayed upon his first phone call to us about the policy on August 10th. Further training is being provided to our entire team to ensure that every possible option is explored in circumstances like these. We have reached out to the client several times via phone and email to make him aware of the good news and have not yet received a response - though we hope to be able to regain his trust and retain his business.

We have spoken to this member in an attempt to provide clarification of the chain of the events he referenced. At the time of the original restoration request, over one year ago, we were notified by the member that his issue had been resolved by his bank and no further action was necessary. We did move forward with placing the fraud alerts on his credit reports as a precautionary measure.

The member's review is the first notification that we have received regarding the bank's decision to rescind their resolution as a result of the personal nature of the events. Had we known about it sooner, we could have assisted by disputing the decision. However, more than a year after the situation occurred, the member has requested that the account be deactivated despite our offer to reopen the case and move forward with disputing the incident. The member's account has been deactivated and archived so that no other action can be taken.

We have spoken to the client regarding this matter, and offered a correction to the misinformation that was mistakenly given by our team member, assuring her that competitive quotes can most certainly be offered even while pregnant.
The team member with whom the client spoke has received coaching on the insurance company guidelines, and has also received corrective action for the way that the call was handled.
We are terribly sorry that this occurred and hope to still earn the business of this individual. Our Vice President of Sales provided the correct quotes to her and has offered personal assistance should she decide to continue. Additionally, a letter of apology will be sent.

We have spoken to the client regarding the amount of time the application has taken and offered our apologies for the lengthy process, although we have done everything we can to expedite the records and the delay is from his doctor's office. As he acknowledged, cooperation from the doctor's office is required, as medical records must be reviewed before the insurance company can issue a decision. Outstanding medical records requests are the most common cause of delay when applying for life insurance.

The outstanding information was received as of 12/4/17, and we requested that a rush review be completed by the insurance company. The review has been completed and, due to new information, more records are now needed; however, we are working closely with the insurance company to ensure that the next steps move swiftly. The client has been assigned to Zander's VIP case manager, who will oversee the retrieval of the new requirements and communicate all updates over the phone and via email. A letter of apology is also being sent to the client.

We have spoken to the client in an attempt to provide assistance with his approved policy. At the time of the application, the client did not specify the amount for which he wanted to apply so the higher amount was selected from the quotes they had received. This is a suggestion that is commonly made to our clients, as it is much easier to lower the face amount later in the process than to increase it (which could entail additional underwriting and review by the insurance company). When the client wanted to change the amount noted he notified our office and the appropriate changes were made in our system. However the Insurance Company only changed the value of the spouse's policy and our team member did not catch the error. We should have done a better job making sure the change request was processed correctly.

Upon receiving the policy the client made us aware of the error and we assured him that it would be an easy fix, but he asked that we cancel his policy, close his file, and have a manager call him.
A manager spoke to him the same day to offer escalated assistance but we were unable to regain his trust due to the oversight on his paperwork. As requested, we have removed his contact information from our system and closed the file. Additionally, a letter of apology has been sent to the client and his wife. We are truly sorry that this situation occurred and that we could not retain their business.