1 /5 Christy Wylie: On June 22, 2023, we purchased auto and homeowners insurance policies from Horace Mann. (Previously, we had had the two policies with Horace Mann for 18 years and had switched to another provider six months before June 22 due to rate increases.) At the time the new policies began on June 22, we authorized the first payment of auto insurance to be deducted from our bank account in the amount of $355.37. Instead, on June 26, an unauthorized amount of $698.74 was deducted. That day, I contacted our agent, who was wonderful and fought for us throughout this unfortunate process, to report the unauthorized deduction and ask for the overage amount to be refunded to our account. I sent her a screenshot of our online bank account showing that deduction. Our agent contacted the billing department, saying they were "ready to issue a refund," but that they required to see something showing our "before" and "after" account balance to prove the deduction had taken place. I argued that our balance was irrelevant and an invasion of our privacy, and that the screenshot of the deduction proves that it happened. I spoke with someone in the billing dept., and they held firm that this was the policy. After days of arguing, Horace Mann finally said they could refund the unauthorized amount by paper check without seeing our balance, but that they couldnt refund it electronically. This caused us financial hardship as we were out of the country. I gave in and told them to issue the paper check refund, but that we would cancel our policies and file a complaint. I was told a manager would call us. At this time, July 13, we have cancelled our policies, no manager has called, and we havent received an apology from anyone but our agent. Yesterday, I was told the check had been cut, but not mailed. Even though our agent was wonderful and tried to help us, she just didnt have the power in the end. After 18 years of customer loyalty, they essentially stole money from our bank account, never apologized or owned it, and laid out requirements for us to meet in order for them to refund our own money. I want others to know about the bad business Horace Mann is doing.
