After death of my mother, late fees of $10 per month accumulated on a $33 bill for a policy change which was unclear to me. I had just taken over her finances and it took time to transition accounts.
I asked them to waive fees given the circumstances and the agent was like a robot. "I can only give you $10 one time courtesy." I had to insist that he check with an underwriter to waive the fee. He did and the underwriter then said ... No.
They will NEVER receive future business from anyone I know. In these circumstances, most reasonable companies provide relief, but it seems clear this is a steady revenue stream for them, and they don't care about the customer.
Reason of review: Poor customer service.
Monetary Loss: $40.