Jannette Ornelas

An HVAC Contracting Company contacted the agency requesting to cancel their policy after purchasing coverage elsewhere, believing their existing policy was going to lapse. With the client’s permission, the agency contacted the new carrier to cancel that policy and secure a full refund of the premium paid. The client was impressed and happy, expressed appreciation for the options available, and indicated they would call the agency for future insurance needs.

An Electrical Services Company contacted the agency needing assistance obtaining a Certificate of Insurance to satisfy the insurance requirements of a State contract. The agency reviewed the client’s General Liability policy, confirmed all required endorsements and coverage, generated the Certificate of Insurance, and emailed it along with supporting documentation. The client was very pleased with the quick turnaround and appreciated the prompt delivery.

A Construction Company contacted the agency needing assistance adding additional coverage to their existing General Liability policy. The agency requested a quote from the carrier, reviewed the premium impact with the client, and facilitated the policy update. The client chose to proceed and was appreciative of the quick turnaround and assistance in completing the change promptly.

A Transportation Services Company contacted the agency after their authority was revoked and they could not determine the cause, needing assistance to investigate the issue. The agency discovered that Progressive submitted incorrect filings, which revoked cargo filings previously submitted by another carrier, resulting in a $1,000 fine. A ticket was created with Progressive to have them cover all expenses caused by their error. The client was still frustrated but appreciated the agency’s diligent efforts to resolve the problem.

What solutions did you provide?
A Commercial Plumbing Company contacted the agency after receiving two massive audit invoices totaling nearly $110,000, which they were unable to pay. The agency coordinated with the MGA to establish a zero-interest 12-month payment plan, preventing the premium from going to collections and keeping the current policy active. The client felt some relief knowing the policy remained in force, despite frustration over the large audit invoices.

A Real Estate Investment Company contacted the agency urgently to prevent a pending cancellation of their commercial policy. The agency spoke directly with the underwriter, obtained the necessary documentation, and provided timely support to ensure the policy remained active one day before cancellation. The client expressed appreciation for the prompt assistance.

A Pool Maintenance Company contacted the agency to remove a driver from their policy who had previously been requested for removal but was still listed as a rated driver. The agency contacted the carrier, identified a system error that prevented the removal, and successfully backdated the request, resulting in a significant premium reduction. The client was very surprised and pleased with the outcome.

A Personal Auto Client contacted the agency needing help completing and returning a named driver exclusion form required by their insurance carrier. The agency created a fillable PDF of the form, set it up for e-signature, and guided the client through completing and submitting it digitally to ensure proper completion and timely submission. The client was appreciative and satisfied with the assistance provided.

A Concrete Construction Company contacted the agency needing assistance completing a self-audit, including logging into the audit platform and accurately answering all required questions. The agency helped troubleshoot login issues, confirmed credentials, provided the correct access link, and guided the client through completing the audit. The client was very appreciative and relieved that the process was completed smoothly.

A Commercial Resurfacing Company contacted the agency because several Certificates of Insurance were non-compliant, and repeated attempts to resolve the issues with the insurance verification company were unsuccessful. The agency worked diligently with the customer and endorsed the policy as needed until the Certificates of Insurance were approved. The client was very grateful that one specific cert holder finally accepted the COI.

A Construction Materials Company contacted the agency to add equipment valued at over $200,000 to their existing Inland Marine policy. The agency obtained a quote for the equipment, reviewed the premium with the client, secured authorization, processed the policy change, applied the payment, and ensured the Loss Payee was correctly listed. The client was appreciative and eager to proceed.

A Commercial Drywall Company contacted the agency needing assistance in getting a Certificate of Insurance approved, as the certificate holder repeatedly rejected it despite all required coverage being included. The agency reached out directly to the certificate holder, explained the coverage, and provided guidance on which policy pages served as proof. This resulted in the COI being approved and the client relieved.

A Personal Auto Client contacted the agency to add an $88,000 vehicle to their personal auto policy but was carrying only minimum liability limits. The agency spent time reviewing coverage options and educating the client on proper protection needs. As a result, the client increased their liability limits, added uninsured/underinsured motorist coverage, and customized other coverages to ensure adequate protection.

A Construction Services Company contacted the agency after receiving an audit invoice totaling nearly $10,000 and needed assistance understanding and addressing the charge. The agency guided the Construction Services Company through filing a dispute and coordinated with the carrier to review the audit. The process resulted in a premium reduction that reduced the invoice from $9,493.59 to $105.94.

I contacted the insurance carrier and explained that the customer did not intend to remove the full pay discount while also adding EFT to their billing. The carrier’s customer service was able to override the error and eliminate the nearly $800 additional premium that was generated. The customer was very appreciative, expressing gratitude for the quick resolution and friendly assistance. They were relieved that the premium was corrected without additional cost.

I worked directly with the audits department to dispute the audit findings and coordinated the collection and submission of supporting documentation. Through clear communication and persistence, we were able to get the audit revised significantly. The audit was successfully adjusted down to only $130, which was a huge relief for the customer. They were very happy and excited about the outcome and grateful for the support provided.

I exhausted all available options by shopping with every carrier we partner with to find the most competitive rate that met the customer's needs. After a thorough comparison, I secured a new policy that reduced his annual premium by approximately $3,000. The customer was very grateful for the time and effort invested and expressed sincere appreciation, stating that my hard work did not go unrecognized. They even offered kind words and blessings as a thank-you for the savings achieved.

I thoroughly explained how the audit works and the factors that can affect the final invoice amount. I also advised the client on how to reduce future premiums by ensuring their subcontractors carry their own insurance policies, and connected them with a Senior Agent to facilitate this process. The client was very appreciative of the information and was relieved to find ways to better manage their insurance costs moving forward. They felt confident knowing we were looking out for their budget and overall business interests.

I called the carrier almost daily to follow up on the refund status. After multiple attempts, I escalated the issue to the VP of Operations, who approved an override to release the refund to the customer. The customer was very thankful for my hard work and persistence in securing the refund they were rightfully owed. They appreciated the resolution and the support provided.

I worked directly with both the customer and the finance company to identify the source of the problem and resolve it efficiently. My goal was to ensure a seamless and timely update to support the customer’s business transaction. The customer was grateful for the quick resolution and personalized support. The endorsement was processed in time, allowing the customer to move forward without delay.

I quickly sourced an affordable replacement homeowners policy that would meet the lender’s requirements and restore protection to their home. The process was handled swiftly to avoid further complications. The customer was relieved to have coverage in place again, especially with storm season approaching. They were very grateful for the help and quick turnaround.

I took the time to explain the audit process in detail and its significance in determining accurate premiums. After the audit was completed, I personally called the customer to share the positive news. The customer was thrilled to learn they were receiving a refund of over $1,300. They expressed their gratitude and said it was the best news they had received in a long time.