Kenneth Craigie sent a message to Christopher J. Swift - Chairman and Chief Executive Officer of The Hartford - Email Address that said:
Mr. Swift, I wish to express my extreme disappointment with The Hartford. My parents have had home and vehicle coverage with you through your AARP program for many years, (policy is in the name of Martha Craigie). In 2013 my father passed and Ive been handling my mothers finances since then. In 2015 her previous vehicles lease was up and we leased another vehicle in May of 2015. At that time I provided The Hartford with my POA and was listed on the policy as an additional driver. During this time my mothers house was sold and she moved to independent living. Address changes were submitted and her past homeowners policy was changed to renters coverage. In June of 2016 she was moved to dementia care and no longer needed renters coverage so that was eventually canceled in November 2016. Today I contacted your company to inquire why I have not received a renewal invoice, as the auto insurance expires on May 20th, 2017. I was told the auto coverage was canceled by The Hartford in January of 2017, since when the renters coverage was canceled it increased the auto insurance by $34.00 and the invoice was not sent to the correct address. Now today I find out this vehicle has had no coverage since January and Im to receive a refund for the period of January through May of 2017. Im also told I cant pay the $34.00 and have this reinstated since The Hartford somehow came up with this odd date and took it upon themselves to cancel the policy without any notification to anyone. My address has not changed, phone numbers have not changed so Im at a loss as to how you determined this policy was to be canceled and why it was canceled in January 2017 when the policy runs through May 20, 2017. If it was $34.00 short why didnt it at least run through the end of April or early May instead of sending me a $400+ refund, (sent to the wrong address as well, so it was never received). Contacting you folks did not help. I was told I could not apply for coverage until January 2018 now. This is very poor customer service in my mind. You had an old email address from 2013 that I updated along with other contact information, if not prior to but at least when this new vehicle was leased in May 2016. I received notices of renewal in 2016 but not for 2017 so now I find out Ive been driving without coverage for almost 6 months. This is crazy and your people say thats tough and there is nothing that can be done. I thought Id reach out to you and let you know how youre chasing business away. Part of my call today was to see if it would make sense to move my vehicle and home coverage to The Hartford, but apparently because of a $34 error on your part you dont want my business. Why is a renters policy connected to an automobile policy anyway, not sure thats legal. I would really like an explanation as to what is going on, which your people could only tell me thats the way it is . I would appreciate a response. At this point it appears Ill add this vehicle to my current coverage and am just very happy nothing happened with this vehicle during this 6 month period. I am very upset with this whole mess and I assure you that I will not rest until I receive a detailed explanation as to why $34 caused this problem and why this cant be resolved somehow. My estate attorney wants her bills to be paid from her account so I really didnt want to add her to my policy. I can tell you we have enough funds to pay the premiums and Im sure youll see premiums have always been paid promptly and myself and my mother are fully insurable which Im sure you can check into and verify. No damages or incidents have happened to this vehicle and if required I would be happy to have one of your people inspect the car to prove this. I look forward to your response.
K. Craigie
