I had renter's insurance through this company, Assurant Specialty Property.
A Month before I am moving out of my apartment and no longer require renter's insurance, I wake up one morning to see an alert message on my phone from my bank, letting me know my account has a negative balance due a charge from AGI, which I later found out was Assurant Specialty Property.
I contacted them that same morning via phone, explained to them I no longer needed renter's insurance, and requested a refund for the $196 that had been taken out of my account.
I was told that I had to submit my request for cancellation of my policy in writing. The agent sent me an email and told me to reply back requesting cancellation, and that I could receive my refund same day if needed, all I had to do was call back after submitting my request in writing.
I called back that same afternoon and was told it would take 24-48 hours for my refund to appear back into my account. This all occured on Thursday, the same day the money had been debited from my account, with no prior notice to me that they were planning on renewing my policy or taking funds without permission.
I called back Friday, after the 24 hour period, and requested an update on refund status. I was told at that time that the refund had been processed, and it was now up to my bank when they wanted to place the funds back into my account. I called my bank, and was told there were no pending refunds showing and if there had been I would have been able to see them showing on my account. At this point, I was a little annoyed. I called the insurance company back, told them what my bank had said, and they told me I should see it in my account by Saturday.
Well, SAturday came, no refund appeared, so I called the insurance company yet again to check on the status of my refund. I was told that they were only open for "disaster relief" for hurricane Isaac- the same hurricane that as of today has not reached land as of yet....I explained to the agent, Fernando, that I really needed the funds back into my account- this was half of the money deposited to my account on Friday, and I already had bills scheduled to be automatically paid and did not want further NSF's to occur on my account. The concern he showed me was just astounding (yes, I am being sarcastic). I asked to speak to a supervisor, at which time Fernando stated he would place me on hold and transfer me to one. I was transferred to an auto-mated voice mail stating the office was closed and to call back Monday.
I hung up, went through the auto-mated system you initially reach when you call their 800 number, and reached Fernando again. I told him that he had transferred me to an automated system and that I needed to talk to his supervisor. Well, he transferred me to the automated system again.
I called back a 3rd time, and reached an agent named Frank, who was able to get me to a supervisor- Valerie.
Valerie tried several excuses, none of which were believable- the 1st of course was "our office is only open today to assist with disaster relief for Hurricane Isaac" and "banks are not even open on the weekends, so we cannot assist you with your refund until Monday" Funny...my bank is open on Saturdays, and when I make a deposit it automatically shows on my account...hmmm....
Needless to say at this point I was pretty upset- I had bills pending, needed money to put gas in my car, and purchase groceries...things I was not able to do because of the unauthorized debit this company made.
So, I called Chase, and attempted to file a claim. I was told I had to wait 15 days to file a claim, and that if by Monday my refund had not been received, I could call back and possibly receive a temporary credit in the amount of $196.
I called the insurance company on Monday, was told that it takes 24-72 hours for my refund to go into effect, and that it had already been sent to my bank and should show as pending- and was given the most ridiculously long reference number-- pretty sure the guy I spoke to was just randomly spitting out numbers: 74692162240000861709
So, I called the bank, and you will never guess what happened......NO REFUND IN PENDING STATUS.
Luckily the bank worked with me, issued a credit so I can now buy food and purchase gas and pay bills. Additionally they expedited the claim process and started it in advance of the 15 day waiting period.
as a RECAP- first I was told I could get a refund same day, then it went from same day to 24-48 hours, then I was told it had been refunded and was pending through my bank (liar liar), then I was told banks werent open on SAturdays and there was nothing that could be done, I would have to wait until Monday, then I was told 24-72 hours, and it had been sent to my bank and should show as pending (LIAR!!!) that's 6 different explanations for the refund process....still no refund/
I have already submitted a complaint on the BBB website for this company. All I can say is look for insurance elsewhere.