Complaint Review: Allstate-Jack Sughrue - Denver Colorado

I called for an insurance quote. I was verbally quoted a price substantially lower than my present insurance. I expressed interest in going forward with homeowner's insurance.  A couple of weeks later I received a letter stating that my roof was older and they were unwilling to insure my house.  Yes, I am well aware of the age of my roof. I was the one who replaced it several years ago. In addition, I was fully aware that once a roof is past its expected age I would not get a dime for replacement. Especially with a deductible. I immediately called upon receiving said letter to tell them I was no longer interested in pursuing policy.

The initial phone call and all subsequent calls and emails were handled by Barbie. Barbie said "she would contact other brokers to see if they would insure me". I said NO I was not leaving my Insurance Company.  I was not interested. A few days later I received a letter agreeing to insure my house with two changes 1-exclude coverage of the roof 2-a higher price. I called and reiterated I would not be moving forward with their insurance. They charged my mortgage servicer for a year of homeowner's insurance (at the initial price).  They were paid. In addition, my real insurance company was paid. (How did they get my mortgage info - I was told to pursue the I had to prove that I had insurance the past 12 months).  

When I found out they charged me and were paid I called Sughrue, I was told the person that had handled this was no longer employed. Conveniently her last day was just the day before. I asked to speak with Sughrue.  Before I could explain the problem he yelled at me "you have insurance with us" and he hung up on me. Additional proof, I did not receive or agree to a policy with the first or second quote.

Additional proof, they charged the Mortgage Servicer the First quote. The quote that they reneged on. I have dated emails and a letter with the higher price. If I agreed to their policy -why was I charged the lower/first quote? At that point I requested my mortgage servicer get involved. The mortgage servicer called Sughrue (did not speak with Sughrue but someone said they “would handle it”) MS told them I never authorized a policy and it was illegal to have two insurance policies.

Sughrue agreed to refund what my mortgage servicer had paid them. Weeks later I receive a Cancellation Notice with a partial refund. Finally months later I did receive the full amount. Maybe it was an honest mistake, (who knows maybe that is why the person that initiated the quote was no longer there). If I had been treated courteously/apologized and if they had admitted I never had a policy and was sent the full refund I would feel differently. But this has gone on for months with several hours on the phone.  I am someone that has not had insurance claims and make every effort to play by the rules – I now have a “Cancellation” on my record.