7 months ago
I have taken time to consider writing this review however my experience is too important not to share and a very hard lesson learned.
We had private flood insurance through Poppell for 2 years at around $450-500/year, which was a fantastic price. However, this summer, when I opened the renewal letter from the flood carrier, our policy premium had increased from $500 to TEN THOUSAND!!! dollars, yes $10,012 to be exact!!!!! Of course I immediately called our rep, Cynthia Kelly, to ask what was happening. I was immediately put off when I was greeted by a giggle and her exact words were "it's not a typo, I already checked, thats private insurance for you, I couldn't believe it myself"....my response..confused, you knew? you checked, when??? Our rep not only knew this increase happened but she also made sure it was correct and STILL did not reach out, did not intend on reaching out, left it on us to call her and question the gut punching policy renewal...not only did she not call and warn us or a professional heads up...she did not offer ANY solutions, ZERO...literally told me to call around to find better???? I thought I was dealing with an insurance agent, I guess not. So, I immediately hung up and did her job. Thankfully I found a reliable, hard working agent who immediately helped us get a policy that was 95% cheaper. After locking in new policy, I called Cynthia and asked her to cancel the insane policy. She stated we did not need to cancel that it would just run out and not renew. I questioned her multiple times because clearly I did not want that premium to be paid and she repeatedly assured us that it would run out and not renew. Guess what....the policy renewed...$10,012 deducted from our escrow account...now the hell really starts...I immediately call her, she promises immediate resolution...a week goes by, she goes MIA...dodging me. I finally have to get nasty..to which Im told all the monies will be refunded, 2 more weeks go by, I FINALLY get a cancellation notice confirming the insane policy was cancelled ONE MONTH LATER, which mind you she should have done from the get go and we repeatedly asked her to. Now I spend another 4 weeks chasing the money..the whole time hearing from our mortgage company our mortgage payment is going up $1000 in JUST escrow to offset the deficit caused by this premium. on 11/3 I asked for an update, Im told check was sent to mortgage company for premium refund...I call the mortgage company for 2 weeks asking for updates. I then learn from our mortgage company on 11/20 that the mortgage company returned the check because it was UNSIGNED!!!!! Are you kidding me??? I email and call on 11/20 to Cynthia..CRICKETS, NOTHING NO RESPONSE!!!!! on 12/1 I had to threaten to get a lawyer involved, guess what...I finally get a response. She then calls me...and assumes zero responsibility for completely dropping the ball and not doing her job. Not only did she speak to me as though I did not matter and was an inconvenience in her day, she proceeded to tell me "mortgage companies do not usually pay the premiums and insurance" (Insert flabbergasted face) Uhm excuse me? Most lenders REQUIRE to pay the premiums, taxes etc...that's the whole purpose of escrow???!!!!!!!! I knew right then and there she did not have the skillset nor the experience nor the insurance intelligence that she claimed. I was so upset I just hung up on her mid sentence, I couldn't take another minute of the BS. I had now undergone 3 months of complete hell and insane stress b/c of this woman and her lack of skill. I had to do her job, stress every hour of every day, sit for 1-2 hours a day on the phone with customer service over TEN THOUSAND DOLLARS...threats of mortgage increase etc...and she was going to sit there and be so irresponsible and inconsiderate. I don't think I have ever been so livid or felt so helpless. (see additional review for rest)