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@USAA – Stuart Parker – Compliant ICO USAA Representative: On 26 September 2020, I called USAA and requested to drop

Yolanda Wade sent a message to Stuart Parker that said:

Compliant ICO USAA Representative:

On 26 September 2020, I called USAA and requested to drop my son, Rayvion Wade and his vehicle from my policy. During the course of the conversation with the Agent, I stated my son was upset with me and not speaking with me. He considers himself to be grown. Every time I speak with him about any matter he states " I got this!". The Agent advised me that my son would be dropped at 12:00 a.m., on 27 August 2020. The Agent then asked me if my son had insurance on the vehicle. I told him I didn't know but I didn't think so because I had not contacted him. The Agent then said, he would reach out to my son to ensure he has coverage before he is dropped. When I asked the Agent did I need to contact my son, he said no, he would call him so, I provided the Agent my son's cell phone number. My son had an accident on 1 October 2020 and when I arrived on the scene he was on the phone with USAA, at which time they told him he was not covered. He stated no one ever contacted him so, he didn't know to acquire insurance. When I spoke with USAA, they stated they dropped him, per my request. I informed the Claims Agent, this was not my first time dropping a driver. I dropped my daughter from my insurance in 2017 and when I attempted to drop her, they would not allow me to until they reached out to her to ensure she was covered. So, when speaking with USAA, the Agent led me to believe this was the process. Also, the Claim Adjuster stated it was not USAA's responsibility to inform my son. I stated, "although it may not initially be USAA's responsibility to inform my son but when the Agent stated he would reach out to him to ensure he was covered, he took on that responsibility as a Representative of USAA." He told me I didn't need to contact my son because he would. I even provided the Agent with my son's phone number. Since USAA's Representative took on onus of contacting my son and did not, my son should have remained covered until he was notified. My insurance was paid up and covered the policy. Also, I've been with USAA for 22 years and have never allowed my insurance to lapse on any of my vehicles.

I am requesting you review the actions of your Agent and the responsibility he took on, on behalf of USAA. I've been a member of USAA for 22 years and have never allowed a policy to lapse on any of my vehicles. I am requesting to have this accident covered based on the information provided. Thank you for your consideration in this matter.

r/

Yolanda Wade, ISP, SFPC
CTTCS(ret)

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