A 75-year-old Moosehorn woman says she was left frightened and frustrated after an insurance payment mix-up escalated into months of threatening letters — even though she had proof she had paid in full.
For more than 15 years, Jennifer Wolbaum has paid her property insurance without incident. But this spring, the routine renewal turned into a months-long ordeal that advocates say shows how easily seniors can be overlooked — or even mistreated — by large institutions.
Wolbaum, who suffered a stroke several years ago and has been wheelchair-bound ever since, renewed her annual policy in April 2025 just as she always had — by mailing a personal cheque. The payment was cashed, and she kept the cancelled cheque as proof.
“I did everything right,” she said. “I sent the cheque, it cleared the bank, and I had the record. I thought everything was fine.”
Weeks later, Wolbaum began receiving letters from her insurance company stating that her policy was past due. Confused, she phoned to explain that she had already paid. Despite that call, the notices continued to arrive — and eventually escalated to registered letters warning that her coverage could be cancelled.
“When I phoned them, I told them I had my cancelled cheque and the bank statement showing they’d cashed it,” she said. “They just kept arguing. How can you argue with people? I had the proof right in front of me.”
Over the next several months, Wolbaum said she received registered letters “every month.”
“I finally refused to pick them up because they wouldn’t listen to me,” she said. “It’s not fair. I’m 75 years old, and they treated me like I was nothing. I pay my bills all the time.”
Her situation was especially concerning because she lives alone in a seniors’ manor in Moosehorn, where she moved after spending 25 years in her family home. With mobility challenges and limited transportation, resolving the issue on her own proved nearly impossible.
Wolbaum said she finally turned to her friend Linda Wurster, a retired home care worker and longtime supporter, after months of frustration.
“I told Linda what was happening because I didn’t know what else to do,” Wolbaum said. “They kept sending me registered letters and wouldn’t listen to me.”
Wurster said the situation was distressing to watch unfold.
“It was like nobody would listen to her,” she said. “She explained everything, but they kept insisting she hadn’t paid. It was really upsetting.”
Together, they gathered Wolbaum’s paperwork — including the registered letters, cancelled cheque and bank statement — and took it to Jay Ruchotzke of Ashern Agencies, the local insurance broker.
“He said he would do some digging, and he finally straightened it out after about a month,” Wolbaum said.
Ruchotzke confirmed the issue has been resolved.
“To my understanding, this matter has now been resolved,” he said. “Unfortunately, I’m not sure exactly what had happened. The insured had a friend drop off proof of payment with me as they apparently were not getting a response from their original broker. I simply gave the company a call and provided them with proof of payment. I never heard anything further from the company but was later advised by her friend that the policy had been reinstated.”
He added that while mistakes like this can occur, they are not common.
“Things like this can occur but are not common,” he said. “The best thing is to do like they had done and keep records of payments and transactions just in case there’s ever a discrepancy.”
Ruchotzke said the companies he deals with are generally responsive and willing to work with customers when problems arise.
“In my experience, the companies I deal with are very understanding and easy to deal with regarding issues that customers may encounter,” he said. “The best advice would be to pay a visit in person to your broker to discuss any issues if at all possible. In this case she could not attend herself, and we were the closest brokerage that could help.”
Eventually, Wolbaum’s policy was updated and extended through May 31, 2026. But the incident left her shaken — and wondering how many other seniors face similar situations without anyone to step in.
“I don’t have nothing of value, but it’s not the point,” she said. “I might not get any insurance after this. I just want people to be careful — don’t send a cheque in the mail. Always go in person.”
Advocates say Wolbaum’s case underscores how older adults — especially those with mobility or cognitive challenges — can be vulnerable to bureaucratic mistakes that put their finances, housing and peace of mind at risk.
“Too often, seniors are dismissed or ignored when they raise concerns,” Wurster said. “If Jennifer hadn’t had someone to help, she might have lost her coverage completely.”
The incident also highlights the importance of keeping thorough financial records, especially when payments are made by cheque. Experts recommend saving copies of all correspondence and payment confirmations — and contacting both the broker and the insurance provider immediately if discrepancies arise.
While Wolbaum is relieved the issue is behind her, she hopes sharing her story will prevent others from going through the same ordeal.
“I want people to know they don’t have to just accept it,” she said. “If you know you’re right, keep speaking up until someone listens.”
