Unitrin Direct Auto Insurance Complaint - New Malicious Billing Practices...
My wife and I have used Unitrin for our automobile insurance for several years with no issues. Within the last 6 months however it seems that the billing practices have changed.
We have always mailed our bill at the same time, over a week before it is due and again, for the last several years we have had no problems. But recently we have been receiving late notices in the form of a "notice of cancellation."
Upon calling customer service I am told that the check posted and that the cancellation of our policy has been suspended but the company is tacking on a $10 late fee.
When I explained to the customer service rep that we mailed the bill over a week before it was due the rep informed me that "we don't go by the post-mark on the bill."
I scratched my head wondering what they do go by but I cannot help but feel that the company seems to have adopted a policy of sitting on incoming bills, taking their time processing them, and then tacking on late fees.
In addition when I told the customer service rep that the bill had been mailed on time and that I would like the $10 late fee refunded to my account he basically told me there was nothing he could do but that he would forward the request to accounting. He seemed also to be very puzzled by my frustration at being charged an extra $10 for nothing. Very un-empathetic response for someone working in customer service - but maybe they're used to taking this kind of phone call. Needless to say I have seen no $10 credit to my account and I can't see spending the time navigating the customer service system to get it - which I am sure they are counting on.
I can't help feeling that we are being nickel and dimed. If you have had similar experiences with Unitrin recently I would like to hear about it. Maybe its just bad luck but it seems to have changed within the last several months.
In addition the company is now sending e-mails to us whenever our bill is close to being due again threatening cancellation of the policy if the bill is not paid on time. Then we receive follow-ups saying essentially "never mind, we got your money." It makes me wonder how far in advance I will have to mail my bill in order for Unitrin to get off my back - a month in advance?
All in all this makes for an unpleasant experience and we are going to switch to another company as soon as this insurance term is up.
Just FYI we are about the best customer an auto insurance carrier can have. We have no accidents or traffic offenses (knock on wood) and we only drive a few thousand miles annually. Money for nothing - yet Unitrin still seems ungrateful for our business.