We read your review and immediately investigated, as this is not typical for our customers. We wanted to make sure we fully understood why you experienced a large premium increase between quoting and purchasing.
Our system shows you originally quoted on our website February 20, however, I understand from your review that you were still researching and had some questions, so you waited to purchase. We reviewed our call logs and they show that you called us on April 10, the day you bought your policy, however, you did not get straight through to an agent and your call was returned 40 minutes later. We sincerely apologize for the wait. This is an unusually long wait time for us and was due to high call volume. We aim to return all calls sooner than this, and we apologize for this inconvenience.
Based on our review of your quoting process, we found that between the time you quoted then purchased, you had a birthday. This, unfortunately, put you into a higher age bracket, which resulted in an increased premium. Age is one of the three factors that determine the premium of your policy, along with trip cost and trip length. Due to the fact that your eligibility and premium is based on the date of purchase, when a quote is created on our website it can only be guaranteed up to midnight that day, to take into consideration any changes to the traveler or the trip. We apologize that in your case, your original quote was based on a different age than when you purchased.
Thank you again for taking the time to provide your feedback using our services and for the opportunity to address your concerns. Based on your feedback, we have shifted agents’ availability as well as added additional agents to our staff. We apologize again for any misunderstanding regarding how your premium is calculated, and we hope we have been able to answer your questions.
If you have any further questions, I’d be delighted to speak with you. My direct number is 727-260-5012.