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Case Studies

ISSUE

A client, who had closed with us four months earlier, came to one of our offices upset that her home owner’s insurance had been cancelled. Since she had paid for her home owner’s insurance policy on the closing statement, why did her insurance cancel?

ACTION

One of our staff immediately took action, first verifying with our accounting department that the check we issued to her insurance company had processed correctly. Once verified, the customer informed us that in the chaos of moving they did receive a refund check for less than the original amount sent, but still didn’t know why it had canceled. Our staff took the extra step to call the insurance company directly, where it was discovered the policy had been canceled for reasons outside of billing.

RESOLUTION

Our staff had a preferred insurance provider on the phone within minutes, while she and her young child enjoyed a snack and beverage in our closing room. She had a new policy bound before she left our office, relieved to have her insurance reinstated.

Total Title Solutions is not just your title agency on the day you sign, but a partner for as long as you own your home. We can help you with matters regarding home ownership before, during and after closing.