Complaints

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• Initial Complaint

  Date:12/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/11/2022 I purchased an insurance policy # I9902180011 from ************* Agency and paid $4,867.22 for the down payment. Then on 11/28/2022 after multiple issues dealing with CUI resulting in a lost of business for my company I decided to cancel my policy. I asked CUI how much I will receive as a refund due to the cancellation and they said they did not know until after the policy was cancelled. At that time I requested the policy be cancelled. After the policy was cancelled I was told that I will not receive any money back.

  Business Response

  Date: 12/22/2022

  ********************************* requested insurance coverage with our agent, ************************  ***** found an insurance carrier that would work and ******** reviewed the coverage and agreed to bind his insurance coverage on November 11th.  ******** then delayed paying for coverage until after 5:00 PM on a Friday.  CUI went above and beyond to accommodate ******** and his request to wait to pay until after hours.  We were able to get his insurance coverage bound and issued and certificates of insurance out to him late Friday evening. 
  
  We received an email request on Tuesday November 22nd to add six Additional Insureds that required certificates of insurance to his policy from a company he was contracting with.  We confirmed with ******** that he was ok with this request, and he was.  We sent this request to the insurance carrier at 10:24 AM.  The carrier requested additional information to complete the change.  We were able to get the additional information   back to them at 1:14 PM on Tuesday the 22nd. We reached out to the carrier via phone on Tuesday afternoon and multiple times on Wednesday and were not able to get the carrier on the phone to push the change request through. 
  
  Thursday November 24th and Friday November 25th,the carrier and CUI offices were closed in observance of the Thanksgiving holiday.  When we returned to the office on Monday November 28th,we received a request from ******** to cancel his coverage.  We submitted the cancelation to the carrier via email on November 28th.  On December 2nd, the carrier requested a DocuSign cancelation which was filled out and signed by ********, and returned that same day. 
  
  ******** inquired about his down payment refund a couple weeks later.  We reached out to the carrier, and they informed us that the policy would be cancelled effective 1/7/2023.  Due to Federal filing that are put in place at the time of binding coverage, the carrier is required to have the filings in place for 35 days after notice of cancellation. The federal fillings, MCS-90 and BMC-91X, takes ***** days to cancel.
  
  We did talk to ******** after we received his request to cancel and tried to make things right, and further explaining why there was a delay in getting his policy endorsed on November 22nd.  He was adamant about proceeding with his cancellation.

  Customer Answer

  Date: 12/23/2022

   
  Complaint: 18577541
  
  I am rejecting this response because: the information that CUI is stating is misrepresenting the information. All I want is a refund due to a lost of business caused by CUI. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 01/03/2023

  Unfortunately, we are at the mercy of the insurance carrier and have no control over the Motor Carrier Federal Filings. Once the policy is cancelled and we receive the formal cancellation effective 1/7/23 from the insurance carrier, will we know what the return premium will be.  At that time the return premium will go back to the finance company, ************************************ and they will return any premium due ******** at that time.
  
  This is an unfortunate process and was explained to ******** at the time he requested his policy to be cancelled.  Due to the Federal Filing in place, the carrier cannot cancel coverage for 35 days, unless they revoke their MC authority with the ****** or replace the filings with a new insurance carrier.