Anytime you have a "major" problem with a Ins. Co., call the Ins. Commissioner Office in the State you purchased the Ins. Tell them what the problems are. Ins. Co. do not like the Commissioner Office to get involved. Many years ago, when I was a Rookie Agent, a Lady called me at noon for a quote. I told her I was going to lunch and would call her when I got through eating. When I returned to the office, I had a call from our Home Office telling me the Ins. Comm. Office had a complaint. I was told to handle the problem, then eat lunch. For 21 yrs. after that, I followed those rules. :o