U.S. Monetary “has fully ignored me for the previous two months,” he emailed SOS on Dec. 21. “I’m unsure who this firm really is anymore.” He mentioned that in a course of 1 week, he spent two hours, 42 minutes and 23 seconds on three calls to the quantity on the late discover and by no means received by way of to a human.
Certainly, SOS couldn’t decide for certain who was in cost at U.S. Monetary, so it solid a large web, sending Stuvengen’s considerations to electronic mail addresses related to potential mum or dad firms Equitable, of New York Metropolis, and Heritage Life, of Chicago, on Dec 29.
Michelle Casaus, a senior operations supervisor at Heritage, responded promptly and took duty.
Heritage had not too long ago bought U.S. Monetary from Equitable, letters with some “complicated info” had gone out, and the decision middle was jammed, she mentioned. Resulting in the customer support stumbles, she mentioned, was the insurance coverage business’s makes an attempt to accommodate numerous states’ requests to offer policy-holders with some leniency on late funds as a result of widespread financial distress brought on by the COVID-19 pandemic.
Stuvengen confirmed on Wednesday that Casaus had contacted him to verify his coverage was nonetheless in impact and his future funds can be deducted mechanically from his checking account.
