THE WOODLANDS, TX – Gordy Bunch, president and CEO of The Woodlands Financial Group (TWFG), is telling his affected clients that they have an opportunity to rate the Texas Windstorm Insurance Association’s services, as well as to mention specific personal experiences with TWIA.
Bunch said TWIA has been the most controversial insurance services organization in Texas and the one he receives the most complaints and inquiries about. “TWIA has heard the noise,” he says, “and is now surveying for customer rankings on a 1 to 10 scale. It also offers policyholders an opportunity to expound on specific positive or negative experiences. This could be the beginning of a new era for TWIA which is better known for its lack of service in Texas’ coastal areas,” he said.
Bunch, whose company slogan is “Our Policy is Caring,” is also a candidate to represent coastal Jefferson County as well as Montgomery, Chambers and parts of Galveston and Harris counties in a May Senate District 4 special election. He currently has almost 200 owned and affiliated insurance agencies in Senate District 4 with more than 20,000 customers. His TWFG insurance agency is ranked #1 in Texas on “Personal Lines” (primarily Home and Auto) insurance.
TWIA’s website says “The Texas Windstorm Insurance Association (TWIA) is the state’s insurer of last resort for wind and hail coverage in the fourteen (14) coastal counties and parts of Harris County (east of Highway 146). TWIA provides wind and hail coverage when insurance companies exclude it from their homeowners and other property policies sold to coastal residents. TWIA employees are committed to promote hurricane safety and education, together with the development and enforcement of coastal building codes, in an effort to save lives and property. We strive to achieve the highest standards of personal and business ethics and, in a positive working environment, are dedicated to providing efficient, friendly and effective customer service.”
A formal complaint filed by the Texas Department of Insurance (TDI) accused the Texas Windstorm Insurance Association (TWIA) of “unfair or deceptive” practices in its handling of claims arising from Hurricane Ike in 2009. “The complaints have never stopped coming,” since then, Bunch said.
NEW: TWIA Customer Care Survey
Bunch said he, and other Texas insurance agents who write TWIA policies, received notice from TWIA this week about the new “Customer Care Surveys” available to everyone online at www.twia.org > Policyholders >Policyholder Information Links >TWIA Customer Care Survey. The survey also offers an opportunity for respondents who provide a telephone number to receive a follow-up phone call as part of the survey. TWIA said its survey is designed to help TWIA better understand its policyholders’ experience with the TWIA policy service process.
The Policyholder Portal also provides access to information on existing claims for Texas Windstorm Insurance Association (TWIA) policyholders. Policyholders who register for accounts can see claim information such as the assigned adjuster’s contact information, their agent’s contact information, and any loss payments made by TWIA.