-agent of a well-known nation-wide insurance company omits a requested coverage option from a new policy.
-policy holder pays premium, believing option is included.
-incident occurs, agent informs policy holder it is not covered.
-agent refuses to acknowledge and correct mistake. offers to pay half the expenses out of his pocket. policy holder refuses.
-policy holder produces e-mail documentation indicating she asked for the coverage. asks agent to correct the mistake.
-agent becomes defensive and emotional. reveals that he will not report the error to the company because it will cost him $500 out of pocket.
-agent leaves phone message suggesting policy holder file a claim with previous insurance company, which he knows to be fraudulent.
-policy holder refuses and once again asks agent to correct mistake.
-agent sends disturbing email to policy holder accusing her of falsifying documents and asking him to lie. the ranting includes a number of religious statements about the devil and claims that all Muslims without exception are going to hell.
how should the policy holder respond to this incident?