Goosehead Insurance

Started out wonderful after agent Nick V helped us secure a HO policy on our home we purchased in a historic district. About a month or so later we received a notice of cancellation from the insurer with their citing the home’s historic nature and evidence of a crawlspace foundation as their reasoning. I realize this may be more a fault of the insurer, but why are the agents not asking these questions beforehand if there’s the potential for reasoning of this sort for basis of cancellation or non-insurance positions? Furthermore, I reached out to Mr. V immediately upon receipt of the cancellation notice and it was like pulling teeth for well over a week to get a committed response from him. I was asking him to move mountains - just a simple, “Yes, we received your information and cancellation notice and we are working on ensuring you’ll be safe and secure prior to cancellation taking effect.” Something to that effect was absolutely warranted and we did not receive anything of the sort from him. I left a few text messages, a few emails and a voicemail and was getting nowhere. Mr. V finally reached out to me after I had abandoned any hope of hearing back from him at that point. I had already secured a new policy with a separate insurer from a different local agent who gave me wonderful customer service. I proceeded to explain my position to Mr. V at which point he became a little argumentative with me and stated he had informed me he had received my info and had notified me he was working on it. I did not recall this, but I took him at his word, apologized for my error if that indeed was the case but then told him it still in my mind didn’t excuse the fact that I had repeatedly reached out to him asking him kindly to simply let me know where we stood and I got nothing. I then got a response from him stating something to the effect of, “I have hundreds of clients and lots of cancellations. You had to wait your turn in line and I told you I would get to you.” I’m certainly no customer service guru but I used to work in the service industry for a long time and I’m pretty sure “the customer is always right” still applies in cases such as these. We ended up coming to an understanding and allowed bygones to be bygones and Mr. V did end up providing me with a new quote, but it was too late at that point as we were within a few days of our cancellation and my anxiety was through the roof and we had already settled with a new policy.