We are in receipt of your complaint dated May 13, 2016, regarding the above-noted complaint ID. We have not included any identifying information regarding our customer, as you requested. We attempted to contact our insured on May 18, 2016, however we were unsuccessful.On September 24, 2015, our...
insured's vehicle was hit while parked. On September 28, 2015, we inspected his vehicle and prepared an estimate for repair. Our insured chose to have his vehicle repaired at [redacted] Auto Collision, and we arranged for his vehicle to be towed to that location. During the course of repairs, we were contacted by the repair facility and completed four supplemental inspections on October 6, 2015, October 19, 2015, November 6, 2015, and December 10, 2015.On January 26, 2016, our insured contacted us and indicated he was having difficulty getting his repair facility to address problems he was experiencing with their work. We spoke to a shop representative, who forwarded us an e-mail they sent to our insured, offering to meet to review his concerns, and to provide a loaner vehicle so that they could make any necessary corrective repairs. Our insured subsequently contacted us with continued dissatisfaction. We offered to meet the insured and his shop to arrange a joint inspection. Our insured indicated he would contact us to arrange a meeting when his school schedule allowed. Our insured contacted Matt D[redacted], Auto Damage Supervisor, on May 12, 2016, with the intent of arranging a joint inspection. During that call, our insured disagreed that he selected [redacted] Auto Collision for the repair of his vehicle, and disconnected the call.We sincerely regret the problems our policyholder has experienced with the facility where his vehicle was repaired. [redacted] Auto Collision is not a GEICO Auto Repair Xpress shop for which GEICO can guarantee repairs, and GEICO does not have a relationship or affiliation with [redacted] Auto Collision, but we remain willing to meet our insured and the shop management, with the hope we can assist our insured in resolving his remaining concerns. If you have any further questions you can reach Todd K[redacted] at ###-###-####, via fax at ###-###-#### or at [redacted].Sincerely,Don R[redacted] Regional Vice President
This will acknowledge receipt of your July 22, 2015 follow up inquiry regarding the above referenced private passenger automobile insurance policy.Please be advised that GEICO’s position on the matter remains unchanged. As stated previously, our company has not received sufficient documentation from the insured to unequivocally prove that the Wappingers Falls, NY 12590 location is currently his primary place of residency. The insured can contact the underwriter listed on the previously submitted letter to discuss any additional documents that would be considered as acceptable proof of residency. GEICO does not accept lease agreements or a post office box as proof of residency.If you require further assistance with this matter, please contact the undersigned at ###-###-####.Very truly yours,Brian O[redacted] Executive Office
May 19, 2015Dear [redacted],We received your correspondence dated May 12, 2015, regarding the above-noted Consumer. We have not included any personal identifying information in our response as you requested.Our Insured purchased their policy via telephone March 27, 2015, with an effective date of...
April 8, 2015. At this time, we requested information regarding any accidents and/or tickets from our Insured. We were advised of none and underwrote our insured’s policy according to the information he provided.Later that day, we ran our Insured’s motor vehicle report and discovered two speeding tickets which occurred on August 1, 2011, and August 15, 2011, as well as an at-fault accident which occurred on October 5, 2010. We are allowed to re-underwrite any new business policy within the first 60 days upon receiving any new underwriting information. Subsequently, we adjusted the policy and made an exception to continue the policy in a preferred underwriting placement with our GEICO General Company.The policy increased from $649.80 at time of purchase, to $1,001.10 after the underwriting adjustment. We spoke to our Insured on May 14, 2015, and explained our reasoning and offered a full policy review.We trust this information is sufficient to allow you to close your file. Please call Russell W[redacted], Customer Service Director, at ([redacted] x[redacted], if you have any further questions.Very Truly Yours,George R. Regional Vice President
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is unsatisfactory to me as a consumer, whos rates went up double plus per month. However, due to the institution of GEICO not wanting to make a budge on business practices, I have changed to a different, more reasonable Insurance provider. I find my resolution satisfactory of perusing a different more affordable and reasonable Insurance provider ([redacted]).
Best Regards,
[redacted]
January 18, 2017
[redacted]
Revdex.com
1411 K ST. NW 10TH FLOOR
WASHINGTON DC 20005-3404
Claim Number: [redacted]
Our Insured: [redacted]
Date of Loss: November 26, 2016
Complainant: [redacted]
File Number: [redacted]
Dear Ms....
[redacted]:
We are in receipt of your letter dated January 11, 2017 regarding the above referenced claim. The inquiry has been referred to my office for review and response.
On January 13, 2017, our local supervisor, Christopher M[redacted], spoke to Ms. [redacted]. We met with Mr. [redacted] to secure the Power of Attorney paperwork required to issue payment to her lien holder. To assist in expediting the settlement, we hand delivered the payment to [redacted] Bank. Ms. [redacted] was informed after payment was accepted by [redacted] Bank and is satisfied with the resolution.
We trust this response will satisfy your inquiry into this matter. Please contact our area manager, Frank T[redacted], at ###-###-#### if you should have any further questions.
Sincerely,
Matthew L. M[redacted]
Assistant Vice President
Virginia Beach Regional Office
GEICO Indemnity Insurance Company
NAIC# [redacted]
October 19, 2017
Revdex.com of Metropolitan Washington DC
and Eastern Pennsylvania
1411 K St. NW, 10th Floor
Washington, DC 20005-3404
Attention: [redacted]
Re: [redacted]
Case ID: [redacted]
Policy#: [redacted]
Dear [redacted]:
This will acknowledge receipt of your...
October 4, 2017 inquiry regarding the above referenced private passenger automobile insurance policy.
The above referenced policy renewed effective October 16, 2017. The insured has elected a monthly payment plan option. The 1st payment for policies on the monthly payment plan is due one month before the policy effective date and subsequently each month thereafter 16.66% of the policy is due. The purpose of paying the policy ahead is to maintain equity on the account. This will ensure that if a payment is missed or postponed there is still equity remaining on the policy to extend coverage. This will allow the customer leverage to pay at a later date without immediate termination of the policy for non-payment.
The renewal bill issued to the insured on September 1, 2017 was for the amount of $158.39. This bill included a pro-rated balance of $4.39 for an endorsement that was processed effective August 9, 2017. Enclosed is a copy of the bill sent to the insured for the renewal as well as an itemized statement of accounts.
Since there appears to be no valid complaint against GEICO, we ask that this be removed from our record.
If you require further assistance with this matter, please contact the undersigned at ###-###-####.
Sincerely,
Scott D[redacted] Executive Office
Enclosures
On May 1, 2016, our customer reported that his vehicle sustained damage during a hail storm. We inspected our customer's vehicle at one of our drive-in inspection locations on May 7, 2016. On May 9, 2016, our customer contacted us to inform us that the shop he originally desired to use for repairs...
could not immediately schedule his vehicle. He noted that he would have his vehicle repaired at one of our Auto Repair Xpress shops, where we offer a lifetime repair guarantee.After commencing repairs, the shop discovered additional damage, including the need to replace the vehicle's hood, which was initially thought to be repairable. Additionally, the shop removed various trim pieces, including electrical and restraint components, which necessitated a reset of the vehicle's power seat. The shop completed these additional repairs, and delivered our customer's vehicle.After retrieving his repaired vehicle, our customer returned to the repair facility, and expressed dissatisfaction with the paint work to the vehicle's hood. The general manager of the repair facility noted that the hood needed to be buffed to remove swirls in the paint. He offered to correct the problem and provide a rental vehicle during the repair process, which was estimated to take one day. Our Customer has not yet agreed to allow the shop to correct his concerns, and instead requested that we issue payment to him for half of the refinish cost to the hood, as well as reimburse his deductible.Upon receipt of your inquiry, Chad B[redacted], Auto Damage Manager, contacted our customer to review his concerns. Mr. B[redacted] noted that since our customer selected an Auto Repair Xpress location for repairs, we guarantee the repairs to his vehicle. Mr. B[redacted] offered to coordinate the additional repair with the shop.We note our customer's dissatisfaction with the fact that we issued payment to his repair facility on June 10, 2016, two days after he emailed us requesting that we not issue payment. Unfortunately, our customer's original adjuster received the request to withhold payment and another adjuster, who completed the estimate for additional work, issued payment to the shop, unaware of our customer's request. As noted above, we will work with our customer and the repair facility to ensure all issues are addressed.We sincerely regret the inconvenience our customer experienced during the repair of his vehicle. Since he agreed to have his vehicle repaired, we regret that we are unable to redirect a portion of the repair cost as a check to our insured, or to waive his deductible. As we noted, we will continue our efforts to coordinate a resolution of the repair concerns at our customer's convenience. If you have any further questions about this matter, please contact Mr. B[redacted] at ###-###-####, or [redacted]@geico.com,Sincerely,Don R[redacted] Regional Vice President
My vehicle has never been on my parents insurance at all. It's my own vehicle. This company has lied and they said they add medical when I started full coverage on the phone with them but they don't keep records past 30days. Plus this is my own policy for my car . But they never add it when they were supposed to they are covering up there mistake to advoid settle this claim with me by law they have to settle and pay up for this claim. This is not the first time Geico has done this to people. I did have that coverage but they took it off before it was put down also they tried to remove my coverage with out my consent. And with out telling me. Claim is not settle. I demand to be compensated for my pain and suffering from this wreck and have my hospital bill paid for to resolve this matter.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
Dear [redacted]:Thank you for your recent inquiry. We understand that [redacted] disagrees with our position that the damage to her engine and windshield is unrelated to the incident which occurred on March 28, 2016. We have explained the basis for our decision to her in a letter dated July 22, 2016, and on August 2, 2016 in our response to her initial inquiry to the Revdex.com.[redacted] reported that on March 28, 2016, she ran over some rocks that were lying in the roadway. Because the rocks were stationary in the roadway, this incident would not have caused the damage to the windshield that she is claiming. Therefore, we denied payment for the windshield damage.The issue with the turbo in the engine is a result of wear and tear, and due to its location in the engine compartment, the failure is not a result of the reported claim. The vehicle went over rocks, and the turbo sits within the engine much higher than the levels of the rocks on the roadway. Under the terms of [redacted]'s policy, "There is no coverage for loss caused by and limited to wear and tear, freezing, mechanical or electrical breakdown or failure, unless that damage results from a covered theft.” Therefore, we also are unable to pay for the mechanical issues that she is claiming.Based on the information that we have to consider, our position remains unchanged, and we are unable to issue payment for the windshield and engine damage.If you have any questions, please contact Erik S[redacted], Auto Damage Manager, at ###-###-####.
We have received your letter requesting assistance on behalf of Mrs. [redacted]. I welcome the opportunity to respond to her concerns.I apologize for any difficulty Mrs. [redacted] is experiencing in relation to her auto policy billing. It appears that there may have been a misunderstanding between...
Mrs. [redacted] and our Customer Service Department in relation to her policy billing amounts and due dates when she spoke with us on June 13, 2016. As a result, my associate, Phillip K[redacted], spoke with Mrs. [redacted] on June 29, 2016, to work out a payment arrangement with her. Mr. K[redacted] has already extended her cancellation due date from June 30, 2016, to July 15, 2016. Mrs. [redacted] will contact Mr. K[redacted] on June 30, 2016, to finalize the payment arrangement.I hope this information is helpful in resolving Mrs. [redacted]’s concerns. If you have any additional questions please contact Mr. K[redacted] at ###-###-####, extension 7321.Sincerely,Maria S[redacted] Assistant Vice President GEICO Casualty Company NAIC: 41491MS / pk/sd/el
We have received your letter requesting additional assistance on behalf of Ms. [redacted]. I welcome the opportunity to respond to her additional concerns. After arranging to pay for the replacement of all components of Ms. [redacted]’s air conditioning system, we have reviewed the various storage, administration, and diagnosis fees requested by [redacted] Auto Body. We have agreed to pay a fair and reasonable amount to Ms. [redacted] for the storage and fees requested by the shop and contacted her directly to address her concerns. We will then issue payment directly to the address on file.I hope this information is helpful in resolving Ms. [redacted]’s continued concerns, but if you have any additional questions, please contact Claims Manager, David E[redacted], at ###-###-####. Sincerely,Joe N[redacted] Assistant Vice President GEICO Casualty Company NAIC: 41491
On January 6, 2016, [redacted] reported that he discovered damage to the passenger side of his 2002 [redacted] consisting of white paint transfer. He stated that the damage occurred as a result of a hit and run collision while the vehicle...
was parked and unoccupied.
We had an automotive/mechanical engineer inspect the vehicle. He determined that the damage occurred while the vehicle was in motion. He also determined that there was non-automotive white latex paint transfer on the vehicle. Because Mr. [redacted] misrepresented how the damage to the vehicle occurred, we denied coverage for the claim.
Mr. [redacted] is now stating that the sample taken by the automotive/mechanical engineer was from prior damage. At this time, we are in the process of scheduling Mr. [redacted]’s Examination Under Oath.
If you have any questions, please contact Nalini K[redacted], Claims Manager, at ###-###-####.
Sincerely
J. Lee M[redacted], Jr.
Assistant Vice President, Claims
January 7, 2016
Georgia Department of Insurance
Attn: [redacted]
Investigator, Consumer Services Division
[redacted], Drive
Suite [redacted], [redacted]
Atlanta, GA 30334
VIA FACSIMILE TO: ###-###-####
RE: Department’s Case Number: [redacted] Complainant: [redacted]...
[redacted]
Policy Number: [redacted]
NAIC: [redacted]-GEICO General
Dear Ms. [redacted]:
Thank you for your recent inquiry dated January 5, 2016. I welcome the opportunity to discuss Mr. [redacted]’ automobile policy concerns.
GEICO writes a Family Automobile Contract which covers Mr. [redacted], Mr. [redacted]’ resident relatives, and any other regular operators of Mr. [redacted]’ vehicles. To ensure that all parties are properly covered and protected under this policy contract, when GEICO is notified of additional drivers in the household they are added to the policy.
On November 16, 2015, Mr. and Mrs. [redacted] purchased an automobile insurance policy online with a six month premium of $813.50 to be effective on December 11, 2015. This policy included coverage for t Mr. and Mrs. [redacted], [redacted], a 2010 [redacted], and a 2010 [redacted] E[redacted]. Prior to purchasing this policy, Mr. and Mrs. [redacted] received several other quotes online insuring different drivers and vehicles.
On December 17, 2015, a GEICO underwriter sent an email to [redacted] requesting information for [redacted], Mr. and Mrs. [redacted]’ son, due to Mr. and Mrs. [redacted] quoting him but not insuring him to the policy they purchased. Effective December 29, 2015, due to no contact from Mr. and Mrs. [redacted], [redacted] was added to the policy.
On December 29, 2015, Mr. and Mrs. [redacted] requested to remove [redacted] from the policy. At that time, they were advised to send in proof of insurance for [redacted] to have him removed from the policy. On January 5, 2016, as a courtesy to Mr. and Mrs. [redacted], a GEICO underwriter contacted [redacted] and confirmed that [redacted] had other insurance. [redacted] was updated as having other insurance effective December 29, 2015, the date the he was added to the policy.
We absolutely strive to make our communications process and customer satisfaction our top priorities. We have reviewed both concerns, and feel that we have addressed them satisfactorily. I apologize for an inconvenience and frustration this has caused Mr. and Mrs. [redacted] and I hope this information will assist you in resolving this issue. If additional information is required, please contact Chelsea G[redacted] at ###-###-####. Her office hours are Monday through Friday, 7:00 a.m. to 3:00 p.m. EST.
Sincerely,
John J. [redacted]
AVP, Underwriting
Enclosures: Declarations Pages
Thank you for your July 28, 2016 e-mail regarding [redacted]’s complaint. Mr. N[redacted] asked that I respond on his behalf and I welcome the opportunity.We sent [redacted] a Termination Notice to his address of record, via Certified Mail, on 03/24/16 with an effective termination date of 05/19/16....
The notice was not returned to us by the Post Office. [redacted] can contact our twenty-four hour Customer Service Department at [redacted] and request a copy of the notice.[redacted] called us on 05/11/16 and told us he was getting a divorce. He also said he would call back to get our fax number in order to provide documentation he no longer drove for [redacted]. [redacted] did not contact us again until 07/27/16. At that time he provided the documentation from [redacted] and his policy was reissued effective 07/28/16. The lapse of insurance from 05/19/16 to 07/28/16 is valid.Sincerely,Elizabeth C[redacted]Underwriting Manager GEICO Insurance Companies
Thank you for your April 18, 2016 inquiry.We evaluated Ms. [redacted]' 2014 [redacted] at [redacted] Towing on February 15, 2016. After our inspection, we contacted Ms. [redacted] to discuss the repair estimate and ascertain the location of her shop of choice. Ms. [redacted]'s vehicle was a stolen...
recovery and as such an investigation was under way to confirm liability. Our liability adjuster contacted Ms. [redacted] on February, 25, 2016 to advise her the investigation was complete and liability was accepted.On February 26, 2016, we contacted Ms. [redacted] and attempted to tow her vehicle from [redacted] Towing to her repair facility of choice, [redacted] of Buckhead. During our attempt to tow her vehicle, the storage facility informed us the vehicle had been removed on February 23, 2016 by Ms. [redacted]'s lien holder. After contacting Ms. [redacted], we were informed the lien holder repossessed her vehicle after receiving notice from the tow yard that the vehicle was accruing storage fees daily and it could be auctioned if not moved timely.Ms. [redacted] and her lien holder were unable to provide the vehicle to us until March 3, 2016, At that time, we had the vehicle towed from her lien holder’s storage facility to [redacted] of Buckhead. Once [redacted] of Buckhead received the vehicle, they were unable to locate the vehicle on their lot from March 3, 2016 until March 20, 2016. Ms. [redacted] was informed at that time by [redacted] that they did not have a body shop to perform the repairs and would be sending her vehicle to [redacted] of Buckhead to complete the repairs.[redacted] of Buckhead started the repairs on March 23, 2016 as soon as they received the vehicle and Ms. [redacted]'s repair authorization. Our auto damage adjuster located at [redacted] was notified of supplemental damages on April 4, 2016 and the supplement was completed on April 5, 2016.In an effort to settle the claim, we explained the Rental Reimbursement coverage and made all parties aware of the initial delays by Ms. [redacted]'s lien holder and [redacted] of Buckhead. We notified Ms. [redacted] on both March 23, 2016 and April 8, 2016 we were willing to issue payment to her up to her rental policy limits of $900.00 after receiving a copy of her rental invoice. We received the rental invoice on April 18, 2016 and began reviewing the invoice for payment to be issued.On April 20, 2016, we spoke with Ms. [redacted] in regards to her rental invoice. Although no delays were on our behalf, we extended an additional courtesy rental reimbursement payment to her in the amount of $750.00, The rental reimbursement payment was issued and mailed to Ms. [redacted] on April 20, 2016 in the total amount of $1,650.00.Should you have further questions, please contact our field manager, Melvin Ingram, at ###-###-####.Sincerely,Carl A. T[redacted] Assistant Vice President
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because: the inforation provided is false. When I purchased the vehicle I'm Washington State, the auto dealer set up the auto insurance online for my husband and I at that time. She required a debit card for purchase and an i.d. I gave my Washington i.d. Geico has admitted knowing that we were no longer California residents, but failed to call or follow up. I've been through my email multiple times and haven't received anything. However, all of my mail was address and received in Washington. The vehicles have never been registered in CA. I was unaware of the insurance mistake made at the hands of the dealer, and not corrected at the hands of Geico. Geico is admitting to falsifying my address knowing all well that I was a WA resident not a CA resident but dropped the ball in correcting this mistake. When I reviewed my policy, on 10-23-17, it clearly stated that I was covered under my underinsured motorist coverage. When clicking on the description, it clearly states that in the event of being struck by an uninsured motorist or in the event of a hit and run accident, I would only be responsible for the first $100, not $1000. When I called to address this issue I was apologized to and told by one of the supervisors that Geicos description of underinsured motorist coverage was incorrect and admitted it was misleading. So I was paying for what your webpage, where the dealer signed me up at, say I was covered. I have photos for proof.
Regards,[redacted]
November 22, 2017Revdex.com Serving Metro Washington DC & Eastern PennsylvaniaATTN: [redacted]1411 K St. NW, 10th FloorWashington DC 20005-3404RE: File Number: [redacted]Dear [redacted], We received your correspondence dated November...
16, 2017. We have not included any personal identifying information in our response, as you requested. On November 8, 2017, the complainant’s spouse reported he was rear-ended by an unknown party on November 2, 2017, who left the scene of the accident. Our insured indicated he had not yet filed a police report. We informed our insured that he did not have collision coverage on his policy, and his uninsured motorist property damage coverage required he report a hit-and-run accident to police within 24 hours of the occurrence.Our insured said a police officer informed him that he had 10 days to file a police report, and also indicated he believed he obtained the unknown party’s license plate number. We agreed to conduct a license plate search to attempt to locate the owner or insurer of the vehicle. On November 10, 2017, we spoke to the complainant, and we informed her that the tag number her spouse provided appeared invalid, as it had not been active since 2003. The uninsured motorist property damage coverage in the complainant’s contract requires that the owner or operator of an uninsured motor vehicle be identified, or that the uninsured motor vehicle be identified by license plate number, for coverage to apply. Although the license plate number provided by our insured had not been in use for 14 years, and appeared to be improper, we have adjusted our decision and agreed to provide coverage for the loss. We left a voice mail message for our insureds, requesting that they contact us to arrange a vehicle inspection. We will continue our efforts to reach the consumer to appraise her vehicle and settle the claim. If we can be of any further assistance, please contact Gail M[redacted] by phone at ###-###-####, by fax at ###-###-####, or by email [redacted]@geico.com. Sincerely, Don R[redacted]Regional Vice President
August 26, 2015
[redacted]
Revdex.com
1411 K ST. NW, 10TH FLOOR
WASHINGTON, DC 20005-3404
Claim Number: 0432118500101025-01
Insured: [redacted]
Date of Loss: August 1, 2015
Complainant: [redacted]
File Number: [redacted]
Dear Mr. [redacted]:
We are in receipt of your follow up letter received on August 21, 2015.
Following the last letter received on August 13, 2015, Auto Damage Adjuster [redacted] C[redacted] called and spoke to Mr. [redacted] about his payment. Mr. [redacted] asked that the check be made payable to him and [redacted]. Mr. C[redacted] did stop the original payment and reissued the check. On receipt of this letter, Mr. C[redacted] contacted Mr. [redacted] to verify he would like the last check issued, stopped and reissued copayable to Mr. [redacted] and lien holder, [redacted] Financial Services. Mr. [redacted] confirmed in his follow up letter. A new check was issued on August 21, 2015 and mailed to Mr. [redacted].
Mr. [redacted] has the right to have his vehicle repaired at his shop of choice. His policy allows for the use of like kind and quality parts under Part D Section F.2 of his policy. GEICO will guarantee the after-market parts on Mr. [redacted]’s estimate for fit and quality for as long as he owns his vehicle.
Thank you for the opportunity to address your inquiry. Please let us know if you need anything further.
Sincerely,
Joseph R. T[redacted]
Virginia Beach Regional Office
GEICO Casualty Insurance Company
NAIC # 41491
Revdex.com of Metro Washington DC & Eastern Pennsylvania
[redacted]
1411 K Street NW, 10th Floor Washington, DC 20005-3404
RE: Complaint ID: [redacted]
Dear Ms. [redacted]:
Thank you for your letter of March 8, 2017 regarding the consumer’s...
claim in reference to Complaint ID [redacted].
We apologize for any failure in prompt, courteous, and efficient customer service that we aim to provide to all of our customers. The concerns regarding no contact and not returning voicemails is not within our business practices and we have provided feedback to all that have been involved with the handling of the consumer's claim.
We spoke with the consumer on March 9, 2017 and confirmed his address in order to mail him a check to repair his vehicle. On March 13, 2017, we contact the consumer to confirm payment was issued. During our discussion with the consumer, he stated he preferred the check be issued to and mailed directly to his body shop of choice. We placed a stop pay on the check that was issued on March 9, 2017 and issued a new check per the consumer’s request. We also assisted the consumer with a rental which is being direct billed to GEICO. We confirmed with the consumer that there were no further concerns or unresolved issues.
Should you have further questions, please contact Michael Q[redacted], Liability Claims Director, at ###-###-####.
Very truly yours,
Kim O[redacted]
Assistant Vice President of Claims
December 29, 2016
Revdex.com of Metropolitan Washington DC and Eastern Pennsylvania
1411 K St. NW, 10th floor
P.O. Box 149104
Washington, DC 20005-3404
Attention: [redacted]
RE: CASE NUMBER: [redacted]
COMPLAINANT: [redacted]
CLAIM NUMBER:...
[redacted]
DATE OF LOSS: December 14, 2016
COMPANY: GEICO General Insurance Company
Dear Ms. [redacted]:
Thank you for your letter dated December 23, 2016 regarding our insured [redacted].
On December 14, 2016, Mrs. [redacted] was involved in a [redacted] with another vehicle while exiting a mall parking lot. The vehicle was safe to operate from the scene and an inspection was scheduled for December 19, 2016 at 11:30am.
Mrs. [redacted] and another gentleman arrived on time for their 11:30am appointment and checked in with the front counter. Unfortunately, there was a breakdown of communication and our adjuster, James Foster, was not notified of their arrival. In the interim another appointment called and advised they had gone to the wrong location and were on their way but they may be a little late. Our claims adjuster and shop personal greeted the later appointment and handled the process as per our guidelines.
After handing off the later customer to [redacted] Rent-A-Car, James F[redacted] and Auto Damage Supervisor Matthew S[redacted] were confronted by the gentleman accompanying Mrs. [redacted]. He did not provide his name and asked if they were with GEICO. After replying yes, he stated he had been waiting for 45 minutes to be seen. It was unknown to our staff Mrs. [redacted] had been waiting. Mr. S[redacted] apologized to the gentleman, advised Mr. F[redacted] had everything he needed and he would write the estimate immediately. Mrs. [redacted]’s vehicle was inspected by Mr. F[redacted] and he wrote an estimate for the visible damages only including the replacement of the front bumper cover and a repair to the right fender.
After the inspection was complete Mr. F[redacted] presented Mrs. [redacted] with a copy of the estimate for repairs with an estimated cost of $1,228.23. As the vehicle in question has a lienholder, payment less a $1,000.00 deductible in the amount of $228.53 was issued to [redacted] and North Park [redacted]. North Park [redacted] was named as the body shop of choice by [redacted]. At the time of inspection, Mrs. [redacted] questioned the cost of repair, but accepted the estimate and the payment.
On December 20, 2016, Mrs. [redacted] sent in an internet inquiry stating she would not accept the estimate. Mr. S[redacted] attempted to contact Mrs. [redacted] unsuccessfully and left a detailed message including his contact information and a request to return his call. He did not receive a call back. Later that afternoon Mrs. [redacted] returned to [redacted], and returned the estimate and the payment to James F[redacted] and left the building.
On December 27, 2016, Mr. S[redacted] attempted to make contact with Mrs. [redacted] again and was unsuccessful. He left another detailed message explaining he would like to resolve her concerns. He offered to re-inspect the vehicle, but needed details on the body shop where the vehicle will be repaired. We still have not received a call back. After reviewing the claim notes we noticed another internet inquiry was sent in advising Mrs. [redacted]’s vehicle was being brought to a repair shop on December 27, 2016. Mr. S[redacted] then sent an e-mail to the e-mail address on file to determine Mrs. [redacted]'s repair shop information, so we can resolve any concerns regarding the repair estimate. We still have not received a reply.
We would like to acknowledge and apologize for the delay experienced by Mrs. [redacted] during the initial inspection process. We have reviewed our initial inspection photos and believe that the estimate of record is complete and accurate based upon our initial visible inspection. If additional damage is found and verified by us as being loss related we would be more than willing to review such items with Mrs. [redacted]’s repair facility of choice. Any verified additional loss related damages will be addressed on a supplement inspection. Once Mrs. [redacted] notifies us of whom she would like payment to be issued to we will reissue the payment in the amount of $228.53 and any additional supplement damages found as a two party check.
If there are any additional questions, please feel free to contact Claims Manager Kelly R[redacted] at ###-###-####.
Sincerely,
Paul M[redacted]
Assistant Vice President
We are in receipt of your complaint dated May 13, 2016, regarding the above-noted complaint ID. We have not included any identifying information regarding our customer, as you requested. We attempted to contact our insured on May 18, 2016, however we were unsuccessful.On September 24, 2015, our...
insured's vehicle was hit while parked. On September 28, 2015, we inspected his vehicle and prepared an estimate for repair. Our insured chose to have his vehicle repaired at [redacted] Auto Collision, and we arranged for his vehicle to be towed to that location. During the course of repairs, we were contacted by the repair facility and completed four supplemental inspections on October 6, 2015, October 19, 2015, November 6, 2015, and December 10, 2015.On January 26, 2016, our insured contacted us and indicated he was having difficulty getting his repair facility to address problems he was experiencing with their work. We spoke to a shop representative, who forwarded us an e-mail they sent to our insured, offering to meet to review his concerns, and to provide a loaner vehicle so that they could make any necessary corrective repairs. Our insured subsequently contacted us with continued dissatisfaction. We offered to meet the insured and his shop to arrange a joint inspection. Our insured indicated he would contact us to arrange a meeting when his school schedule allowed. Our insured contacted Matt D[redacted], Auto Damage Supervisor, on May 12, 2016, with the intent of arranging a joint inspection. During that call, our insured disagreed that he selected [redacted] Auto Collision for the repair of his vehicle, and disconnected the call.We sincerely regret the problems our policyholder has experienced with the facility where his vehicle was repaired. [redacted] Auto Collision is not a GEICO Auto Repair Xpress shop for which GEICO can guarantee repairs, and GEICO does not have a relationship or affiliation with [redacted] Auto Collision, but we remain willing to meet our insured and the shop management, with the hope we can assist our insured in resolving his remaining concerns. If you have any further questions you can reach Todd K[redacted] at ###-###-####, via fax at ###-###-#### or at [redacted].Sincerely,Don R[redacted] Regional Vice President
This will acknowledge receipt of your July 22, 2015 follow up inquiry regarding the above referenced private passenger automobile insurance policy.Please be advised that GEICO’s position on the matter remains unchanged. As stated previously, our company has not received sufficient documentation from the insured to unequivocally prove that the Wappingers Falls, NY 12590 location is currently his primary place of residency. The insured can contact the underwriter listed on the previously submitted letter to discuss any additional documents that would be considered as acceptable proof of residency. GEICO does not accept lease agreements or a post office box as proof of residency.If you require further assistance with this matter, please contact the undersigned at ###-###-####.Very truly yours,Brian O[redacted] Executive Office
May 19, 2015Dear [redacted],We received your correspondence dated May 12, 2015, regarding the above-noted Consumer. We have not included any personal identifying information in our response as you requested.Our Insured purchased their policy via telephone March 27, 2015, with an effective date of...
April 8, 2015. At this time, we requested information regarding any accidents and/or tickets from our Insured. We were advised of none and underwrote our insured’s policy according to the information he provided.Later that day, we ran our Insured’s motor vehicle report and discovered two speeding tickets which occurred on August 1, 2011, and August 15, 2011, as well as an at-fault accident which occurred on October 5, 2010. We are allowed to re-underwrite any new business policy within the first 60 days upon receiving any new underwriting information. Subsequently, we adjusted the policy and made an exception to continue the policy in a preferred underwriting placement with our GEICO General Company.The policy increased from $649.80 at time of purchase, to $1,001.10 after the underwriting adjustment. We spoke to our Insured on May 14, 2015, and explained our reasoning and offered a full policy review.We trust this information is sufficient to allow you to close your file. Please call Russell W[redacted], Customer Service Director, at ([redacted] x[redacted], if you have any further questions.Very Truly Yours,George R. Regional Vice President
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is unsatisfactory to me as a consumer, whos rates went up double plus per month. However, due to the institution of GEICO not wanting to make a budge on business practices, I have changed to a different, more reasonable Insurance provider. I find my resolution satisfactory of perusing a different more affordable and reasonable Insurance provider ([redacted]).
Best Regards,
[redacted]
January 18, 2017
[redacted]
Revdex.com
1411 K ST. NW 10TH FLOOR
WASHINGTON DC 20005-3404
Claim Number: [redacted]
Our Insured: [redacted]
Date of Loss: November 26, 2016
Complainant: [redacted]
File Number: [redacted]
Dear Ms....
[redacted]:
We are in receipt of your letter dated January 11, 2017 regarding the above referenced claim. The inquiry has been referred to my office for review and response.
On January 13, 2017, our local supervisor, Christopher M[redacted], spoke to Ms. [redacted]. We met with Mr. [redacted] to secure the Power of Attorney paperwork required to issue payment to her lien holder. To assist in expediting the settlement, we hand delivered the payment to [redacted] Bank. Ms. [redacted] was informed after payment was accepted by [redacted] Bank and is satisfied with the resolution.
We trust this response will satisfy your inquiry into this matter. Please contact our area manager, Frank T[redacted], at ###-###-#### if you should have any further questions.
Sincerely,
Matthew L. M[redacted]
Assistant Vice President
Virginia Beach Regional Office
GEICO Indemnity Insurance Company
NAIC# [redacted]
October 19, 2017
Revdex.com of Metropolitan Washington DC
and Eastern Pennsylvania
1411 K St. NW, 10th Floor
Washington, DC 20005-3404
Attention: [redacted]
Re: [redacted]
Case ID: [redacted]
Policy#: [redacted]
Dear [redacted]:
This will acknowledge receipt of your...
October 4, 2017 inquiry regarding the above referenced private passenger automobile insurance policy.
The above referenced policy renewed effective October 16, 2017. The insured has elected a monthly payment plan option. The 1st payment for policies on the monthly payment plan is due one month before the policy effective date and subsequently each month thereafter 16.66% of the policy is due. The purpose of paying the policy ahead is to maintain equity on the account. This will ensure that if a payment is missed or postponed there is still equity remaining on the policy to extend coverage. This will allow the customer leverage to pay at a later date without immediate termination of the policy for non-payment.
The renewal bill issued to the insured on September 1, 2017 was for the amount of $158.39. This bill included a pro-rated balance of $4.39 for an endorsement that was processed effective August 9, 2017. Enclosed is a copy of the bill sent to the insured for the renewal as well as an itemized statement of accounts.
Since there appears to be no valid complaint against GEICO, we ask that this be removed from our record.
If you require further assistance with this matter, please contact the undersigned at ###-###-####.
Sincerely,
Scott D[redacted] Executive Office
Enclosures
On May 1, 2016, our customer reported that his vehicle sustained damage during a hail storm. We inspected our customer's vehicle at one of our drive-in inspection locations on May 7, 2016. On May 9, 2016, our customer contacted us to inform us that the shop he originally desired to use for repairs...
could not immediately schedule his vehicle. He noted that he would have his vehicle repaired at one of our Auto Repair Xpress shops, where we offer a lifetime repair guarantee.After commencing repairs, the shop discovered additional damage, including the need to replace the vehicle's hood, which was initially thought to be repairable. Additionally, the shop removed various trim pieces, including electrical and restraint components, which necessitated a reset of the vehicle's power seat. The shop completed these additional repairs, and delivered our customer's vehicle.After retrieving his repaired vehicle, our customer returned to the repair facility, and expressed dissatisfaction with the paint work to the vehicle's hood. The general manager of the repair facility noted that the hood needed to be buffed to remove swirls in the paint. He offered to correct the problem and provide a rental vehicle during the repair process, which was estimated to take one day. Our Customer has not yet agreed to allow the shop to correct his concerns, and instead requested that we issue payment to him for half of the refinish cost to the hood, as well as reimburse his deductible.Upon receipt of your inquiry, Chad B[redacted], Auto Damage Manager, contacted our customer to review his concerns. Mr. B[redacted] noted that since our customer selected an Auto Repair Xpress location for repairs, we guarantee the repairs to his vehicle. Mr. B[redacted] offered to coordinate the additional repair with the shop.We note our customer's dissatisfaction with the fact that we issued payment to his repair facility on June 10, 2016, two days after he emailed us requesting that we not issue payment. Unfortunately, our customer's original adjuster received the request to withhold payment and another adjuster, who completed the estimate for additional work, issued payment to the shop, unaware of our customer's request. As noted above, we will work with our customer and the repair facility to ensure all issues are addressed.We sincerely regret the inconvenience our customer experienced during the repair of his vehicle. Since he agreed to have his vehicle repaired, we regret that we are unable to redirect a portion of the repair cost as a check to our insured, or to waive his deductible. As we noted, we will continue our efforts to coordinate a resolution of the repair concerns at our customer's convenience. If you have any further questions about this matter, please contact Mr. B[redacted] at ###-###-####, or [redacted]@geico.com,Sincerely,Don R[redacted] Regional Vice President
My vehicle has never been on my parents insurance at all. It's my own vehicle. This company has lied and they said they add medical when I started full coverage on the phone with them but they don't keep records past 30days. Plus this is my own policy for my car . But they never add it when they were supposed to they are covering up there mistake to advoid settle this claim with me by law they have to settle and pay up for this claim. This is not the first time Geico has done this to people. I did have that coverage but they took it off before it was put down also they tried to remove my coverage with out my consent. And with out telling me. Claim is not settle. I demand to be compensated for my pain and suffering from this wreck and have my hospital bill paid for to resolve this matter.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
Dear [redacted]:Thank you for your recent inquiry. We understand that [redacted] disagrees with our position that the damage to her engine and windshield is unrelated to the incident which occurred on March 28, 2016. We have explained the basis for our decision to her in a letter dated July 22, 2016, and on August 2, 2016 in our response to her initial inquiry to the Revdex.com.[redacted] reported that on March 28, 2016, she ran over some rocks that were lying in the roadway. Because the rocks were stationary in the roadway, this incident would not have caused the damage to the windshield that she is claiming. Therefore, we denied payment for the windshield damage.The issue with the turbo in the engine is a result of wear and tear, and due to its location in the engine compartment, the failure is not a result of the reported claim. The vehicle went over rocks, and the turbo sits within the engine much higher than the levels of the rocks on the roadway. Under the terms of [redacted]'s policy, "There is no coverage for loss caused by and limited to wear and tear, freezing, mechanical or electrical breakdown or failure, unless that damage results from a covered theft.” Therefore, we also are unable to pay for the mechanical issues that she is claiming.Based on the information that we have to consider, our position remains unchanged, and we are unable to issue payment for the windshield and engine damage.If you have any questions, please contact Erik S[redacted], Auto Damage Manager, at ###-###-####.
We have received your letter requesting assistance on behalf of Mrs. [redacted]. I welcome the opportunity to respond to her concerns.I apologize for any difficulty Mrs. [redacted] is experiencing in relation to her auto policy billing. It appears that there may have been a misunderstanding between...
Mrs. [redacted] and our Customer Service Department in relation to her policy billing amounts and due dates when she spoke with us on June 13, 2016. As a result, my associate, Phillip K[redacted], spoke with Mrs. [redacted] on June 29, 2016, to work out a payment arrangement with her. Mr. K[redacted] has already extended her cancellation due date from June 30, 2016, to July 15, 2016. Mrs. [redacted] will contact Mr. K[redacted] on June 30, 2016, to finalize the payment arrangement.I hope this information is helpful in resolving Mrs. [redacted]’s concerns. If you have any additional questions please contact Mr. K[redacted] at ###-###-####, extension 7321.Sincerely,Maria S[redacted] Assistant Vice President GEICO Casualty Company NAIC: 41491MS / pk/sd/el
We have received your letter requesting additional assistance on behalf of Ms. [redacted]. I welcome the opportunity to respond to her additional concerns. After arranging to pay for the replacement of all components of Ms. [redacted]’s air conditioning system, we have reviewed the various storage, administration, and diagnosis fees requested by [redacted] Auto Body. We have agreed to pay a fair and reasonable amount to Ms. [redacted] for the storage and fees requested by the shop and contacted her directly to address her concerns. We will then issue payment directly to the address on file.I hope this information is helpful in resolving Ms. [redacted]’s continued concerns, but if you have any additional questions, please contact Claims Manager, David E[redacted], at ###-###-####. Sincerely,Joe N[redacted] Assistant Vice President GEICO Casualty Company NAIC: 41491
Dear Ms. [redacted]:
Thank you for your recent inquiry.
On January 6, 2016, [redacted] reported that he discovered damage to the passenger side of his 2002 [redacted] consisting of white paint transfer. He stated that the damage occurred as a result of a hit and run collision while the vehicle...
was parked and unoccupied.
We had an automotive/mechanical engineer inspect the vehicle. He determined that the damage occurred while the vehicle was in motion. He also determined that there was non-automotive white latex paint transfer on the vehicle. Because Mr. [redacted] misrepresented how the damage to the vehicle occurred, we denied coverage for the claim.
Mr. [redacted] is now stating that the sample taken by the automotive/mechanical engineer was from prior damage. At this time, we are in the process of scheduling Mr. [redacted]’s Examination Under Oath.
If you have any questions, please contact Nalini K[redacted], Claims Manager, at ###-###-####.
Sincerely
J. Lee M[redacted], Jr.
Assistant Vice President, Claims
January 7, 2016
Georgia Department of Insurance
Attn: [redacted]
Investigator, Consumer Services Division
[redacted], Drive
Suite [redacted], [redacted]
Atlanta, GA 30334
VIA FACSIMILE TO: ###-###-####
RE: Department’s Case Number: [redacted] Complainant: [redacted]...
[redacted]
Policy Number: [redacted]
NAIC: [redacted]-GEICO General
Dear Ms. [redacted]:
Thank you for your recent inquiry dated January 5, 2016. I welcome the opportunity to discuss Mr. [redacted]’ automobile policy concerns.
GEICO writes a Family Automobile Contract which covers Mr. [redacted], Mr. [redacted]’ resident relatives, and any other regular operators of Mr. [redacted]’ vehicles. To ensure that all parties are properly covered and protected under this policy contract, when GEICO is notified of additional drivers in the household they are added to the policy.
On November 16, 2015, Mr. and Mrs. [redacted] purchased an automobile insurance policy online with a six month premium of $813.50 to be effective on December 11, 2015. This policy included coverage for t Mr. and Mrs. [redacted], [redacted], a 2010 [redacted], and a 2010 [redacted] E[redacted]. Prior to purchasing this policy, Mr. and Mrs. [redacted] received several other quotes online insuring different drivers and vehicles.
On December 17, 2015, a GEICO underwriter sent an email to [redacted] requesting information for [redacted], Mr. and Mrs. [redacted]’ son, due to Mr. and Mrs. [redacted] quoting him but not insuring him to the policy they purchased. Effective December 29, 2015, due to no contact from Mr. and Mrs. [redacted], [redacted] was added to the policy.
On December 29, 2015, Mr. and Mrs. [redacted] requested to remove [redacted] from the policy. At that time, they were advised to send in proof of insurance for [redacted] to have him removed from the policy. On January 5, 2016, as a courtesy to Mr. and Mrs. [redacted], a GEICO underwriter contacted [redacted] and confirmed that [redacted] had other insurance. [redacted] was updated as having other insurance effective December 29, 2015, the date the he was added to the policy.
We absolutely strive to make our communications process and customer satisfaction our top priorities. We have reviewed both concerns, and feel that we have addressed them satisfactorily. I apologize for an inconvenience and frustration this has caused Mr. and Mrs. [redacted] and I hope this information will assist you in resolving this issue. If additional information is required, please contact Chelsea G[redacted] at ###-###-####. Her office hours are Monday through Friday, 7:00 a.m. to 3:00 p.m. EST.
Sincerely,
John J. [redacted]
AVP, Underwriting
Enclosures: Declarations Pages
Thank you for your July 28, 2016 e-mail regarding [redacted]’s complaint. Mr. N[redacted] asked that I respond on his behalf and I welcome the opportunity.We sent [redacted] a Termination Notice to his address of record, via Certified Mail, on 03/24/16 with an effective termination date of 05/19/16....
The notice was not returned to us by the Post Office. [redacted] can contact our twenty-four hour Customer Service Department at [redacted] and request a copy of the notice.[redacted] called us on 05/11/16 and told us he was getting a divorce. He also said he would call back to get our fax number in order to provide documentation he no longer drove for [redacted]. [redacted] did not contact us again until 07/27/16. At that time he provided the documentation from [redacted] and his policy was reissued effective 07/28/16. The lapse of insurance from 05/19/16 to 07/28/16 is valid.Sincerely,Elizabeth C[redacted]Underwriting Manager GEICO Insurance Companies
Thank you for your April 18, 2016 inquiry.We evaluated Ms. [redacted]' 2014 [redacted] at [redacted] Towing on February 15, 2016. After our inspection, we contacted Ms. [redacted] to discuss the repair estimate and ascertain the location of her shop of choice. Ms. [redacted]'s vehicle was a stolen...
recovery and as such an investigation was under way to confirm liability. Our liability adjuster contacted Ms. [redacted] on February, 25, 2016 to advise her the investigation was complete and liability was accepted.On February 26, 2016, we contacted Ms. [redacted] and attempted to tow her vehicle from [redacted] Towing to her repair facility of choice, [redacted] of Buckhead. During our attempt to tow her vehicle, the storage facility informed us the vehicle had been removed on February 23, 2016 by Ms. [redacted]'s lien holder. After contacting Ms. [redacted], we were informed the lien holder repossessed her vehicle after receiving notice from the tow yard that the vehicle was accruing storage fees daily and it could be auctioned if not moved timely.Ms. [redacted] and her lien holder were unable to provide the vehicle to us until March 3, 2016, At that time, we had the vehicle towed from her lien holder’s storage facility to [redacted] of Buckhead. Once [redacted] of Buckhead received the vehicle, they were unable to locate the vehicle on their lot from March 3, 2016 until March 20, 2016. Ms. [redacted] was informed at that time by [redacted] that they did not have a body shop to perform the repairs and would be sending her vehicle to [redacted] of Buckhead to complete the repairs.[redacted] of Buckhead started the repairs on March 23, 2016 as soon as they received the vehicle and Ms. [redacted]'s repair authorization. Our auto damage adjuster located at [redacted] was notified of supplemental damages on April 4, 2016 and the supplement was completed on April 5, 2016.In an effort to settle the claim, we explained the Rental Reimbursement coverage and made all parties aware of the initial delays by Ms. [redacted]'s lien holder and [redacted] of Buckhead. We notified Ms. [redacted] on both March 23, 2016 and April 8, 2016 we were willing to issue payment to her up to her rental policy limits of $900.00 after receiving a copy of her rental invoice. We received the rental invoice on April 18, 2016 and began reviewing the invoice for payment to be issued.On April 20, 2016, we spoke with Ms. [redacted] in regards to her rental invoice. Although no delays were on our behalf, we extended an additional courtesy rental reimbursement payment to her in the amount of $750.00, The rental reimbursement payment was issued and mailed to Ms. [redacted] on April 20, 2016 in the total amount of $1,650.00.Should you have further questions, please contact our field manager, Melvin Ingram, at ###-###-####.Sincerely,Carl A. T[redacted] Assistant Vice President
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because: the inforation provided is false. When I purchased the vehicle I'm Washington State, the auto dealer set up the auto insurance online for my husband and I at that time. She required a debit card for purchase and an i.d. I gave my Washington i.d. Geico has admitted knowing that we were no longer California residents, but failed to call or follow up. I've been through my email multiple times and haven't received anything. However, all of my mail was address and received in Washington. The vehicles have never been registered in CA. I was unaware of the insurance mistake made at the hands of the dealer, and not corrected at the hands of Geico. Geico is admitting to falsifying my address knowing all well that I was a WA resident not a CA resident but dropped the ball in correcting this mistake. When I reviewed my policy, on 10-23-17, it clearly stated that I was covered under my underinsured motorist coverage. When clicking on the description, it clearly states that in the event of being struck by an uninsured motorist or in the event of a hit and run accident, I would only be responsible for the first $100, not $1000. When I called to address this issue I was apologized to and told by one of the supervisors that Geicos description of underinsured motorist coverage was incorrect and admitted it was misleading. So I was paying for what your webpage, where the dealer signed me up at, say I was covered. I have photos for proof.
Regards,[redacted]
November 22, 2017Revdex.com Serving Metro Washington DC & Eastern PennsylvaniaATTN: [redacted]1411 K St. NW, 10th FloorWashington DC 20005-3404RE: File Number: [redacted]Dear [redacted], We received your correspondence dated November...
16, 2017. We have not included any personal identifying information in our response, as you requested. On November 8, 2017, the complainant’s spouse reported he was rear-ended by an unknown party on November 2, 2017, who left the scene of the accident. Our insured indicated he had not yet filed a police report. We informed our insured that he did not have collision coverage on his policy, and his uninsured motorist property damage coverage required he report a hit-and-run accident to police within 24 hours of the occurrence.Our insured said a police officer informed him that he had 10 days to file a police report, and also indicated he believed he obtained the unknown party’s license plate number. We agreed to conduct a license plate search to attempt to locate the owner or insurer of the vehicle. On November 10, 2017, we spoke to the complainant, and we informed her that the tag number her spouse provided appeared invalid, as it had not been active since 2003. The uninsured motorist property damage coverage in the complainant’s contract requires that the owner or operator of an uninsured motor vehicle be identified, or that the uninsured motor vehicle be identified by license plate number, for coverage to apply. Although the license plate number provided by our insured had not been in use for 14 years, and appeared to be improper, we have adjusted our decision and agreed to provide coverage for the loss. We left a voice mail message for our insureds, requesting that they contact us to arrange a vehicle inspection. We will continue our efforts to reach the consumer to appraise her vehicle and settle the claim. If we can be of any further assistance, please contact Gail M[redacted] by phone at ###-###-####, by fax at ###-###-####, or by email [redacted]@geico.com. Sincerely, Don R[redacted]Regional Vice President
August 26, 2015
[redacted]
Revdex.com
1411 K ST. NW, 10TH FLOOR
WASHINGTON, DC 20005-3404
Claim Number: 0432118500101025-01
Insured: [redacted]
Date of Loss: August 1, 2015
Complainant: [redacted]
File Number: [redacted]
Dear Mr. [redacted]:
We are in receipt of your follow up letter received on August 21, 2015.
Following the last letter received on August 13, 2015, Auto Damage Adjuster [redacted] C[redacted] called and spoke to Mr. [redacted] about his payment. Mr. [redacted] asked that the check be made payable to him and [redacted]. Mr. C[redacted] did stop the original payment and reissued the check. On receipt of this letter, Mr. C[redacted] contacted Mr. [redacted] to verify he would like the last check issued, stopped and reissued copayable to Mr. [redacted] and lien holder, [redacted] Financial Services. Mr. [redacted] confirmed in his follow up letter. A new check was issued on August 21, 2015 and mailed to Mr. [redacted].
Mr. [redacted] has the right to have his vehicle repaired at his shop of choice. His policy allows for the use of like kind and quality parts under Part D Section F.2 of his policy. GEICO will guarantee the after-market parts on Mr. [redacted]’s estimate for fit and quality for as long as he owns his vehicle.
Thank you for the opportunity to address your inquiry. Please let us know if you need anything further.
Sincerely,
Joseph R. T[redacted]
Virginia Beach Regional Office
GEICO Casualty Insurance Company
NAIC # 41491
March 16, 2017
Revdex.com of Metro Washington DC & Eastern Pennsylvania
[redacted]
1411 K Street NW, 10th Floor Washington, DC 20005-3404
RE: Complaint ID: [redacted]
Dear Ms. [redacted]:
Thank you for your letter of March 8, 2017 regarding the consumer’s...
claim in reference to Complaint ID [redacted].
We apologize for any failure in prompt, courteous, and efficient customer service that we aim to provide to all of our customers. The concerns regarding no contact and not returning voicemails is not within our business practices and we have provided feedback to all that have been involved with the handling of the consumer's claim.
We spoke with the consumer on March 9, 2017 and confirmed his address in order to mail him a check to repair his vehicle. On March 13, 2017, we contact the consumer to confirm payment was issued. During our discussion with the consumer, he stated he preferred the check be issued to and mailed directly to his body shop of choice. We placed a stop pay on the check that was issued on March 9, 2017 and issued a new check per the consumer’s request. We also assisted the consumer with a rental which is being direct billed to GEICO. We confirmed with the consumer that there were no further concerns or unresolved issues.
Should you have further questions, please contact Michael Q[redacted], Liability Claims Director, at ###-###-####.
Very truly yours,
Kim O[redacted]
Assistant Vice President of Claims
KO/sdh
December 29, 2016
Revdex.com of Metropolitan Washington DC and Eastern Pennsylvania
1411 K St. NW, 10th floor
P.O. Box 149104
Washington, DC 20005-3404
Attention: [redacted]
RE: CASE NUMBER: [redacted]
COMPLAINANT: [redacted]
CLAIM NUMBER:...
[redacted]
DATE OF LOSS: December 14, 2016
COMPANY: GEICO General Insurance Company
Dear Ms. [redacted]:
Thank you for your letter dated December 23, 2016 regarding our insured [redacted].
On December 14, 2016, Mrs. [redacted] was involved in a [redacted] with another vehicle while exiting a mall parking lot. The vehicle was safe to operate from the scene and an inspection was scheduled for December 19, 2016 at 11:30am.
Mrs. [redacted] and another gentleman arrived on time for their 11:30am appointment and checked in with the front counter. Unfortunately, there was a breakdown of communication and our adjuster, James Foster, was not notified of their arrival. In the interim another appointment called and advised they had gone to the wrong location and were on their way but they may be a little late. Our claims adjuster and shop personal greeted the later appointment and handled the process as per our guidelines.
After handing off the later customer to [redacted] Rent-A-Car, James F[redacted] and Auto Damage Supervisor Matthew S[redacted] were confronted by the gentleman accompanying Mrs. [redacted]. He did not provide his name and asked if they were with GEICO. After replying yes, he stated he had been waiting for 45 minutes to be seen. It was unknown to our staff Mrs. [redacted] had been waiting. Mr. S[redacted] apologized to the gentleman, advised Mr. F[redacted] had everything he needed and he would write the estimate immediately. Mrs. [redacted]’s vehicle was inspected by Mr. F[redacted] and he wrote an estimate for the visible damages only including the replacement of the front bumper cover and a repair to the right fender.
After the inspection was complete Mr. F[redacted] presented Mrs. [redacted] with a copy of the estimate for repairs with an estimated cost of $1,228.23. As the vehicle in question has a lienholder, payment less a $1,000.00 deductible in the amount of $228.53 was issued to [redacted] and North Park [redacted]. North Park [redacted] was named as the body shop of choice by [redacted]. At the time of inspection, Mrs. [redacted] questioned the cost of repair, but accepted the estimate and the payment.
On December 20, 2016, Mrs. [redacted] sent in an internet inquiry stating she would not accept the estimate. Mr. S[redacted] attempted to contact Mrs. [redacted] unsuccessfully and left a detailed message including his contact information and a request to return his call. He did not receive a call back. Later that afternoon Mrs. [redacted] returned to [redacted], and returned the estimate and the payment to James F[redacted] and left the building.
On December 27, 2016, Mr. S[redacted] attempted to make contact with Mrs. [redacted] again and was unsuccessful. He left another detailed message explaining he would like to resolve her concerns. He offered to re-inspect the vehicle, but needed details on the body shop where the vehicle will be repaired. We still have not received a call back. After reviewing the claim notes we noticed another internet inquiry was sent in advising Mrs. [redacted]’s vehicle was being brought to a repair shop on December 27, 2016. Mr. S[redacted] then sent an e-mail to the e-mail address on file to determine Mrs. [redacted]'s repair shop information, so we can resolve any concerns regarding the repair estimate. We still have not received a reply.
We would like to acknowledge and apologize for the delay experienced by Mrs. [redacted] during the initial inspection process. We have reviewed our initial inspection photos and believe that the estimate of record is complete and accurate based upon our initial visible inspection. If additional damage is found and verified by us as being loss related we would be more than willing to review such items with Mrs. [redacted]’s repair facility of choice. Any verified additional loss related damages will be addressed on a supplement inspection. Once Mrs. [redacted] notifies us of whom she would like payment to be issued to we will reissue the payment in the amount of $228.53 and any additional supplement damages found as a two party check.
If there are any additional questions, please feel free to contact Claims Manager Kelly R[redacted] at ###-###-####.
Sincerely,
Paul M[redacted]
Assistant Vice President