Dear Ms [redacted] , This is in response to your May 12, correspondence to the Revdex.com regarding your previous automobile policyI appreciate the opportunity to respond to your concerns [redacted] This policy initiated effective July 18, and subsequently renewed each year, most recently effective July 18, with an annual premium of $1, You elected monthly Electronic Funds Transfer (EFT) billing as your preferred payment method and selected a withdrawal date of the 10th which continued for each renewalIf the 10th occurs on a weekend or holiday, it delays the processing until the next business dayThere were twelve monthly EFT payments scheduled in the amount of $to pay the premium balance in full ($1,divided by twelve, with the final payment adjusted a few cents), with the first EFT payment scheduled for August 11, On November 18, you contacted our customer service department to cancel this policy effective November 9, After cancellation, a $refund issued to your bank account reflecting the credit owed through the November 9, cancellation However, a payment of $originally received November 12, was later returned unpaid on January 9, In addition, a $returned payment service charge was applied resulting in a revised balance due of $A bill for $issued to you on January 13, due February 2, The $is not a fee for cancelling the policy, but instead the balance owed due to your dishonored paymentAs a courtesy, I removed the $returned payment chargeThe balance due was revised to $and this amount remains due While we appreciate your concern, your premium payments were not remitted in advance with your EFT billingEach year, the first withdrawal for the policy term was scheduled August 10th and the final payment for the policy term was scheduled effective July 10th [redacted] This policy initiated effective October 16, At the end of your October 16, through October 16, policy term, there was a remaining balance due of $We had previously issued a past due bill for this amount that remained unpaid This policy renewed effective October 16, with an annual premium of $2,We received on payment of $on October 16, and the balance due adjusted to $2,The $balance owed for the prior policy term was transferred to the October 16, renewal term and your premium balance due for the renewal adjusted to $2, On October 20, we received a payment of $and a payment of $and your balance due adjusted to $2, You contacted our customer service department on November 18, and requested cancellation of this policy effective November 17, After cancellation, a final bill issued to you for $reflecting the balance due for coverage afforded through the November 17, We received two payments of $25, one on December 9, and one on January 7, The final balance due adjusted to $However, the payment of $originally received December 9, was later returned unpaid on January 13, In addition, a $returned payment service charge was applied resulting in a revised balance due of $I waived the $returned payment service charge and the balance due was adjusted to $ Liberty Mutual uses a third party vendor, Credit Collection Services (C.C.S.), to secure past due premium owed for cancelled policiesPolicyholders are referred to C.C.Swhen their policy has cancelled and the final bill remains unpaidSince your balance on the automobile and homeowner policies remained unpaid, the $balance was referred to collections on February 25, and the $balance was referred to collections on January 14, After the $in returned payment fees were waived, the total balance due was adjusted to $and this amount remains due Ms [redacted] , I have enclosed billing histories for your reviewIf you have further questions or concerns, please contact me directlyI will be happy to assist you Sincerely, [redacted] Customer Care Specialist Customer Care Unit Personal Insurance Distribution Operations Tele: ###-###-#### | Fax: ###-###-#### Enclosure
Dear Ms***,This is in response to your March 3, correspondence to the Revdex.com I appreciate the opportunity to respond to your concerns Please accept my apology that your service experience was unfavorable Thank you for taking the time to detail your experience with Liberty Mutual Insurance We regret that your initial experience has been less than favorable Your feedback will be used in our continued efforts to improve our level of service[redacted] You spoke with our centralized sales office February 11, and requested an email of the quote provided to you for review prior to purchasing the policy The quote indicated underinsured motorist coverage was declined You later contacted our centralized sales office and this policy initiated effective February 12, with an annual premium of $ You selected semi-annual billing as your preferred payment method; therefore, a $down payment was secured at the policy inception A Declarations page issued to you February 13, confirming the coverage applicable to this policy Upon notification from you that this policy required revision, this policy was cancelled effective February 14, so a rewritten policy could be implemented effective February 14, with the changes requested A $credit card refund issued to you February 25, However, upon further review, I amended the cancellation date to February 12, since you stated you did not intend to initiate this policy prior to February 14, An additional $credit card refund will be issued to you Please allow 3-business days for receipt[redacted] This policy initiated effective February 14, with an annual premium of $ Underinsured motorist coverage equal to your bodily injury and uninsured motorist coverage of $50,per person, $100,per accident was applicable to this policy as confirmed by the Declarations page issued to you February 13, However, this policy was cancelled effective February 21, at your request A $bill issued to you February 20, due March 12, reflecting premium due for coverage provided through the February 21, cancellation date The $balance remains due[redacted] ***This policy for your primary residence initiated effective February 12, with an annual premium of $ To be eligible for a policy for your rental property, you were advised appropriately February 11, that Liberty Mutual Insurance must also insure your primary residence.You indicated you received a quote for $online The premium quoted is an estimate based on the information you provided on the date prepared and may change based on additional information obtained during the purchase process Due to the liability coverage needed for your rental property, the premium for extending the liability coverage to an additional property was $5, resulting in a annual premium of $ A Declarations page issued to you February 13, confirming the coverage applicable to this policy You paid the annual premium in full at the policy inception At your request, this policy was cancelled effective February 25, and a $credit card refund issued to you February 25, [redacted] ***This policy initiated effective February 14, with an annual premium of $for your rental property The $annual premium was paid by your mortgagee February 23, However, you requested cancellation of this policy effective February 25, A refund check will be issued to you reflecting a pro-rata credit for the unused portion of the policy term Please allow approximately two weeks for receipt [redacted] This policy was also initiated effective February 14, with an annual premium of $ The annual premium was paid-in-full at the policy inception Since the above fire dwelling policy was cancelled effective February 25, 2015, this policy would also be cancelled effective the same date A pro-rata refund will be issued to you Approximate timeframe for receipt is two weeks Ms***, we regret your decision to cancel these policies If you have further questions or concerns, please contact me directly and I will be happy to assist you.Sincerely, [redacted] Customer Care SpecialistCustomer Care UnitPersonal Insurance Distribution OperationsPhone: ###-###-#### Fax: ###-###-####
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below.I do not accept this response from Mr [redacted] which is Ms [redacted] manager I am sure he is only repeating the watered down version she told him which is okay because an unethical manager should support his unethical employeesLiberty Mutual can rest assured that legal action will be taken I refuse to speak with someone that has all but called me a LIAR Ms [redacted] stated that there was only one line in the report which could have not been true I have also file a report with the Detroit police department with what Ms [redacted] has alleged All my husband could do was file the report,and trust that it would be on file to be reviewed by the insurance company what happen after he filed it is beyond me, but it is being addressed I have also contacted my local news station to take this story to the public if the police report is the only problem here Mr [redacted] states there was inconsistencies in the story how could that be if there was only one line on the police report We were hit from behind by an uninsured individual, and as it seem Liberty Mutual is only concerned with not paying a liability claim When I stated to Ms [redacted] that I was going to have to take the individual to court she replied in sheer ignorance "FOR WHAT" This is not about a police report it is all about not wanting to pay and Liberty Mutual has proven that with the trickery and lies that has been told My only regret here is that I did not do my research on the horrible company which is listed in the top eight for bad faith dealings Regards, [redacted]
Dear Mr [redacted] , This is in response to your May 12, correspondence to the Revdex.com regarding your previous automobile policyI appreciate the opportunity to respond to your concerns This policy was cancelled at your request effective April 9, Prior to the policy cancellation, a bill for $was sent to your employer on April 6, for a payment to be taken from your paycheck on April 17, Due to the remittance process on some payroll accounts, it is to have a delay between our request for payment and the payment being applied to your policy When you contacted our sales office on May 8, 2015, your policy balance was $However, on May 12, we received three payments from your employer of $74.29, totaling $This resulted in an overpayment of $A refund check issued to you for $on May 12, Please allow 7-business days for receipt Mr [redacted] , we are sorry to have lost you as a customerPlease feel free to contact me with any unresolved questions or concernsI will be happy to assist you
Dear Mr [redacted] , This is in response to your additional concerns as stated to the Revdex.com regarding your previous homeowner policyI appreciate the opportunity to further respond This policy renewed on February 22, 2014; however, the first Electronic Transfer (EFT) withdrawal was not submitted to your financial institution until March 17, Your annual premium was $2,When a policy is cancelled, we credit the policy balance for any unused days (unearned premium) remaining on the policy termThis policy was in force from February 22, through November 11, 2014, or daysAt the time of cancellation, the policy balance was $Since the policy term is days, we credited your policy balance $as indicated on the billing history previously provided to youThis amount reflects days of unearned premium credit, or the unused portion of your policy termAfter this cancellation credit was applied, the remaining balance due is $This $balance is not a fee for cancelling your policy, but is premium due for coverage afforded through the November 11, cancellation dateThe $remains due Mr [redacted] , please feel free to contact me directly if you have any additional questions or concernsI will be happy to assist you Sincerely, [redacted] Customer Care Specialist Customer Care Unit Personal Insurance Distribution Operations Tele: [redacted] | Fax: [redacted]
Dear Ms [redacted] , This is in response to your April 24, correspondence to the Revdex.com regarding your previous automobile policyI appreciate the opportunity to respond to your concerns You also contacted the [redacted] Bureau of Insurance with the same concernsI mailed you a copy of our May 18, response under separate coverBelow is a summary of what transpired since the April 29, renewal date: This policy initiated effective April 29, and renewed effective April 29, Renewal documents issued to you March 29, for the April 29, renewalThe annual premium was $1, However, after a review of the automobile policy our sales office determined the address on your automobile policy did not match the primary residential address stated on your tenant policyThe address was therefore changed to reflect the physical and mailing address applicable to your tenant policy ( [redacted] , [redacted] ***) effective the April 29, renewalThe annual premium was adjusted from $1,to $2,A Declarations page was issued to you confirming the adjustment In Part F – General Provisions, Section B of our automobile policy reads, in part: If there is a change to the information used to develop the policy premium, we may adjust your premiumChanges during the policy term that may result in a premium increase or decrease include, but are not limited to, changes in: The number, type or use classification of insured vehicles; Operators using insured vehicles; The place of principal garaging of insured vehicles; Coverage, deductible or limits You contacted our customer service department May 15, regarding the address changeWe advised you this change was completed in accordance with the above policy provisionsYou stated you did not agree with the address change as you were splitting your time between two locationsLiberty Mutual Insurance asked you to provide us with documentation (vehicle registration, driver’s license, utility bill, lease agreement, etc.) confirming you did not reside at the [redacted] *Our records do not reflect this information was provided to us After you fell two months behind on the premium payments, a cancellation notice was issued September 29, advising a minimum payment of $was required prior to October 19, to prevent cancellation of this policyYou were also verbally advised numerous times by our customer service department between October 11, and October 18, of the payment requirement to prevent cancellationNo payment was remitted and this policy therefore cancelled for non-payment of premium effective October 19, After cancellation, a $bill issued October 25, due November 14, reflecting premium due for coverage provided through the October 19, cancellation dateAn email was issued to you November 15, advising you to remit the $payment to avoid collection activityThe $payment was not received and the balance was referred to collections December 5, Liberty Mutual Insurance uses a third party vendor, Credit Collection Services (C.C.S.), to secure past due premium owed for cancelled policiesPolicyholders are referred to C.C.Swhen their policy has cancelled and the balance is not paid within days after the final bill due date In your correspondence to the [redacted] Bureau of Insurance, you stated that you asked for the account to be closedHowever, our records do not reflect a prior request from you to cancel this policyIn fact, our customer service department spoke with you October 18, (the day before the October 19, cancellation date) and you did not request cancellation at that time or advise alternate coverage had been obtained As reflected by the enclosed billing history, the $balance due appropriately reflects the premium owed for coverage afforded through the October 19, cancellation date and is unable to be waived Ms [redacted] , if you have further questions or concerns, please contact me directly and I will be happy to assist you Sincerely, [redacted] Customer Care Specialist Customer Care Unit Personal Insurance Distribution Operations Enclosure
Liberty Mutual has reviewed the complaint filed by [redacted] and has attempted to contact her to discuss her concerns via phone and e-mail times within the past hours without response As such, we are sending via certified mailing our response to her home address We have thoroughly reviewed her claim and unfortunately based on the information we have available to us at this time, there is no Coverage in effect on an active policy between Liberty Mutual and the Employer for the injuries sustained on 12/10/ This was confirmed to be the date of injury by [redacted] during a recorded statement taken with her knowledge and consentThe Employer should file [redacted] 's claim with the proper Insurance Carrier who had an active policy in effect on 12/10/so that [redacted] can be provided the benefits she is due/entitled toI hope that in reading the response to her complaint that [redacted] is able to secure clarification as to the actions we have takenIn the future, I encourage [redacted] to feel free to contact Liberty Mutual directly to discuss these issues We would gladly clarify anything for her that she is not understanding regarding the Claims process, questions she may have on any formwork she receives, etc Thank you
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments belowThis iis a very similar explanation I received when I called but it does not cover why I as a customer didn't know anything about this prior to paying my bill for March to September 13thAs the liberty mutual representative already stated I paid semi annually and I paid for March to September which would make my policy be in effect until the 13th of September and not the 9th as liberty mutual claimsI never received a paper showing September 9th anywhere and I should not be accountable for liberty mutual mistakes I did my part just like I've done my part with every company I dealt with which is Pay My Bill On Time or prior to when it was due But NEVER lateThis is a liberty mutual mistake and it should be paid by liberty mutual If I need to present my bill from March 13th I will gladly do so to once and for all resolve this issue Liberty Mutual has created Thanks Regards, [redacted] ***
Contacted Mr [redacted] apologized for the delay in obtaining information on his damaged vehicleArranged to have an inspection of his damages completed Liberty Mutual completed inspection and determined vehicle was a total loss Obtained Market Value of loss vehicle I contacted Mr [redacted] to discuss settlement offer, settlement was accepted Informed him check will be issued and he will be receiving by ***
Revdex.com: The only reason I am accepting this response is because I finally got the outcome I wantedHowever, I reject the statements made by [redacted] --I did nothing wrong and my actions (calling multiple times on my own accord) were only prompted by responses/resolutions I received from Liberty Mutual They are just as culpable Each representative offered a different solution with none of them coming to fruition In the end, Liberty Mutual was less than accommodatingBy not admitting that there could possibly be a legitimate issue with the issuance of my refund check but instead insisting on filling me with a bunch of scripted BS, this entire process could have been handled better What I endured was totally avoidable I am glad it is finally over and I will continue to tell everyone I come into contact with of my negative interaction with this company Regards, [redacted]
RE: Tenant Policy: [redacted] Liberty Insurance Corporation/ NAIC: [redacted] Dear Mr [redacted] , This is in response to your October 27, additional correspondence to the Revdex.com regarding your previous tenant policyI appreciate the opportunity to further respond to your concernsPlease accept my apology your payroll deductions continued after this policy cancelledI regret the inconvenience this matter has caused Additional payments totaling $were received from May 18, through November 2, Refund checks totaling $have issued to you upon receipt of the additional paymentsA $refund check is scheduled to issue to you in the next one to two business days reflecting reimbursement for the November 2, payment receivedPlease allow seven to ten business days for delivery We recently reached out to your employer regarding your ongoing concern and were advised this should no longer be an issue Mr [redacted] , an updated billing history is enclosed for your reviewIf you have further questions or concerns, please contact me directly and I will be happy to assist you Sincerely, [redacted] Customer Care Specialist Customer Care Unit Personal Insurance Distribution Operations Phone: [redacted] Fax: [redacted] Enclosure
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Regards, [redacted]
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below [You intended to scam me right from the beginningWhy would I want the policy to be rewritten if I cannot trust you?] [redacted] ***
Dear Ms***, This is in response to your May 14, correspondence to the Revdex.com regarding your previous automobile policyI appreciate the opportunity to respond to your concernsPlease accept my apology for any miscommunication that occurred regarding the status of your payroll billing after cancellation Feedback has been provided to the appropriate management to review and address in an effort to improve our service in the future This policy initiated effective January 18, and cancelled at your request effective May 9, You previously selected payroll deduction as your preferred billing methodDue to the remittance process on some payroll accounts, it is to have a delay between our request for payment and the payment being applied to your policyAt the time of cancellation, your policy balance was $8,After cancellation, a $7,pro-rated credit was applied to the policy balance for the unused portion of the policy term and the balance due was adjusted to $ We received two payments of $from your employer on May 21, and June 1, A refund check will issue to you for $reflecting the credit owed through the May 9, cancellation datePlease allow 7-business days for receipt While we appreciate your concern, we are unable to refund you the $deducted from your paycheck on May 15, as only a $refund is due Ms***, we are sorry to have lost you as a customerI enclosed a billing history for your reviewPlease feel free to contact me directly with any additional questions or concernsI will be happy to assist you Sincerely, [redacted] Customer Care Specialist Customer Care Unit Personal Insurance Distribution Operations Tele: ###-###-#### | Fax: ###-###-#### Enclosure
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments belowSeveral key facts were omitted in this response Jan 27th, Being that the mail is addressed to both my husband and I, it is not being forwarded I only suggested that was a possible reason why the mail was delayedI expressed understanding that the check could not be issued in my name only and voiced the same I also asked if the check re-issuance could be expedited and I was told it would be.Feb 2, 2015--I called and spoke with Clint who confirmed my expedite request had been submitted and told me that if I had not received the check by Feb 6th, that I would be able to have an EFT processedI called back on Feb 6th and spoke with [redacted] who told me that my check request was NOT expedited and that I could NOT have my check cancelled and re-sent via EFT as Clint had told meFebruary 9, Spoke with a ** or [redacted] this time who did indeed tell me she could process an eFT (Why did [redacted] tell me that it could not be done???)I asked her TWICE if it would be a problem if the account was only in my name and twice, she confirmed that it would NOT be a problem Feb 10th, received a voice message that an EFT could not be processed for the reason above Called and spoke with [redacted] who told me that she got approval to process an overnight delivery via *** Feb 11th, got an email from Peter stating that my refund would be mailed Finally spoke with [redacted] who finally agreed to issue my refund overnight via *** It should not have taken calls to get the remedy I sought after not receiving the second check.It is unreasonable for anyone seeking a remedy to a problem to have to call a business times and be offered a different resolution each time No one seemed to have any empathy for what I was experiencingIt is obviously no one's fault, but LM reps were insistent on following processes/procedures instead of going the extra mile to correct an obviously broken process It doesn't matter if this is not happening to any other client, customer satisfaction should always be the top priority for any business and each customer Liberty Mutual has failed drastically in this area I felt like I was being placated just to get me off the phone I will continue to express how poorly I was treated by this company in the hopes of saving them from going through what I had to Regards, [redacted]
Dear Mr [redacted] , This is in response to your June 5, additional correspondence to the Revdex.com regarding your homeowner policyI appreciate the opportunity to further respond This policy initiated effective June 1, 2012, subsequently renewing each yearUpon renewal each year, renewal documents issued to you indicating the annual premium and coverage purchased There is no standard premium universally charged by all insurance carriersEach carrier rates policies in accordance with their own rating practices partially based on their own loss experienceOur records do not reflect you were overcharged and a lower quote obtained with an alternate carrier is not an indication you were overchargedThe premiums we charge are the rates needed to ensure we meet our financial obligations to our policyholdersYour premium appropriately reflected your risk profile and your claims-free historyThere is no refund due Mr [redacted] , if you have further questions, please contact me directly and I will be happy to assist you Sincerely, [redacted] Customer Care Specialist Customer Care Unit Personal Insurance Distribution Operations Phone: ###-###-#### Fax: ###-###-####
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaintThe company denies that we contacted them about discontinuing the policy due to the fact that they could not insure an empty buildingWe have records of having done thatThe company has a tendency of denying what their customer service agents have done or said before and a lot of time all they do is apologize even after the damage has been doneWe categorically requested cancellation of the policy IF Liberty Mutual does not insure unoccupied dwellingsIt would make no sense on our part to have insurance that would not cover our home if something happensI wonder why the company is denying that [redacted] called to request reinstatement of the policy after another customer service rephad informed her that the company could insure the empty house and when I insisted on knowing what would be covered, the rep recanted by telling us that the house would not be fully insured and she was very dubious as to what would be covered, and she even suggested to us what other companies out there could insure empty dwellingsAnd so we still insisted that we were not interested in the policyAll in all I don't understand why the company is insisting on being paid for a policy that did not and would not serve our purposeThe question is does Liberty Mutual service policies of unoccupied dwellings and if so on what conditionsIf they answer this question then we would agree with what they are saying, and if not their demand for us to pay an nonexistent policy does not make sense and all they threaten is to taka the bill for collection
Ms [redacted] ,Please allow this correspondence to respond formally to yourRevdex.com Complaint dated November 28, Within your Complaint, you highlight several points ofconcern in regards to your customer experience and I addressed those concernsbelow: 1) You indicate that the Claims Specialist utilized“deceptive practices” in an attempt to secure a recorded interview Response: Liberty Mutual’s expectation is that all ClaimsSpecialists secure a recorded interview in relation to an accident from allparties involvedDuring that interview, we ask questions concerning theaccident as well as injuriesThe recorded interview is used in addition to allother pieces of evidence in order to determine liability2) You indicate that Liberty Mutual had “notprovided you a rental” Response: At the date/time of your Complaint, Liabilityhad not yet been finalized by the Claims Specialist – namely because we had notyet secured your interviewIt is not until after Liability has been finalizedthat we as the third-part carrier would approve (i.eagree to pay the cost) ofrentalThe Claims Specialist finalized Liability on 12/1/and per theNotes, spoke to you on that date where you explained that your carrier waspaying for the rental and would then subrogate for reimbursement3) You indicate that the Claims Specialist did notmake your claim a priority and did not show sympathy for the fact that you wereinvolved in a lossResponse: According to the file Notes, the ClaimsSpecialist contacted you directly on 11/24/at which time you outlined thatyou were represented by an attorneyIt appears that the Claims Specialist requestedyour attorney’s information but that you did not provide the sameOnce we aremade aware of an attorney’s involvement, we do not interact directly with thecustomer because attorney’s will request that all communication stopsTheNotes explain that you would have your attorney contact the Claims SpecialistInthe meantime, the Claims Specialist continued to work on your file again on11/24/2014, 11/25/2014, 11/26/2014, and then again on 12/1/when shefinalized Liability and confirmed that your carrier was addressing rentalBased on my above findings, it appears that no delaysoccurred in the handling of the fileIn terms of your perceived lack ofsympathy or empathy, this appears to be a negative byproduct of having anattorney representative involved because the Claims Specialist was byextension, unable to interact with you directly Please let me know if I can assist you further in this matter or provide any additionaldocumentation to conclude this inquiry Sincerely, [redacted] ###-###-####ext***Claims Team Manager
Dear Ms [redacted] , This is in response to your May 12, correspondence to the Revdex.com regarding your previous automobile policyI appreciate the opportunity to respond to your concerns [redacted] This policy initiated effective July 18, and subsequently renewed each year, most recently effective July 18, with an annual premium of $1, You elected monthly Electronic Funds Transfer (EFT) billing as your preferred payment method and selected a withdrawal date of the 10th which continued for each renewalIf the 10th occurs on a weekend or holiday, it delays the processing until the next business dayThere were twelve monthly EFT payments scheduled in the amount of $to pay the premium balance in full ($1,divided by twelve, with the final payment adjusted a few cents), with the first EFT payment scheduled for August 11, On November 18, you contacted our customer service department to cancel this policy effective November 9, After cancellation, a $refund issued to your bank account reflecting the credit owed through the November 9, cancellation However, a payment of $originally received November 12, was later returned unpaid on January 9, In addition, a $returned payment service charge was applied resulting in a revised balance due of $A bill for $issued to you on January 13, due February 2, The $is not a fee for cancelling the policy, but instead the balance owed due to your dishonored paymentAs a courtesy, I removed the $returned payment chargeThe balance due was revised to $and this amount remains due While we appreciate your concern, your premium payments were not remitted in advance with your EFT billingEach year, the first withdrawal for the policy term was scheduled August 10th and the final payment for the policy term was scheduled effective July 10th [redacted] This policy initiated effective October 16, At the end of your October 16, through October 16, policy term, there was a remaining balance due of $We had previously issued a past due bill for this amount that remained unpaid This policy renewed effective October 16, with an annual premium of $2,We received on payment of $on October 16, and the balance due adjusted to $2,The $balance owed for the prior policy term was transferred to the October 16, renewal term and your premium balance due for the renewal adjusted to $2, On October 20, we received a payment of $and a payment of $and your balance due adjusted to $2, You contacted our customer service department on November 18, and requested cancellation of this policy effective November 17, After cancellation, a final bill issued to you for $reflecting the balance due for coverage afforded through the November 17, We received two payments of $25, one on December 9, and one on January 7, The final balance due adjusted to $However, the payment of $originally received December 9, was later returned unpaid on January 13, In addition, a $returned payment service charge was applied resulting in a revised balance due of $I waived the $returned payment service charge and the balance due was adjusted to $ Liberty Mutual uses a third party vendor, Credit Collection Services (C.C.S.), to secure past due premium owed for cancelled policiesPolicyholders are referred to C.C.Swhen their policy has cancelled and the final bill remains unpaidSince your balance on the automobile and homeowner policies remained unpaid, the $balance was referred to collections on February 25, and the $balance was referred to collections on January 14, After the $in returned payment fees were waived, the total balance due was adjusted to $and this amount remains due Ms [redacted] , I have enclosed billing histories for your reviewIf you have further questions or concerns, please contact me directlyI will be happy to assist you Sincerely, [redacted] Customer Care Specialist Customer Care Unit Personal Insurance Distribution Operations Tele: ###-###-#### | Fax: ###-###-#### Enclosure
Dear Ms***,This is in response to your March 3, correspondence to the Revdex.com I appreciate the opportunity to respond to your concerns Please accept my apology that your service experience was unfavorable Thank you for taking the time to detail your experience with Liberty Mutual Insurance We regret that your initial experience has been less than favorable Your feedback will be used in our continued efforts to improve our level of service[redacted] You spoke with our centralized sales office February 11, and requested an email of the quote provided to you for review prior to purchasing the policy The quote indicated underinsured motorist coverage was declined You later contacted our centralized sales office and this policy initiated effective February 12, with an annual premium of $ You selected semi-annual billing as your preferred payment method; therefore, a $down payment was secured at the policy inception A Declarations page issued to you February 13, confirming the coverage applicable to this policy Upon notification from you that this policy required revision, this policy was cancelled effective February 14, so a rewritten policy could be implemented effective February 14, with the changes requested A $credit card refund issued to you February 25, However, upon further review, I amended the cancellation date to February 12, since you stated you did not intend to initiate this policy prior to February 14, An additional $credit card refund will be issued to you Please allow 3-business days for receipt[redacted] This policy initiated effective February 14, with an annual premium of $ Underinsured motorist coverage equal to your bodily injury and uninsured motorist coverage of $50,per person, $100,per accident was applicable to this policy as confirmed by the Declarations page issued to you February 13, However, this policy was cancelled effective February 21, at your request A $bill issued to you February 20, due March 12, reflecting premium due for coverage provided through the February 21, cancellation date The $balance remains due[redacted] ***This policy for your primary residence initiated effective February 12, with an annual premium of $ To be eligible for a policy for your rental property, you were advised appropriately February 11, that Liberty Mutual Insurance must also insure your primary residence.You indicated you received a quote for $online The premium quoted is an estimate based on the information you provided on the date prepared and may change based on additional information obtained during the purchase process Due to the liability coverage needed for your rental property, the premium for extending the liability coverage to an additional property was $5, resulting in a annual premium of $ A Declarations page issued to you February 13, confirming the coverage applicable to this policy You paid the annual premium in full at the policy inception At your request, this policy was cancelled effective February 25, and a $credit card refund issued to you February 25, [redacted] ***This policy initiated effective February 14, with an annual premium of $for your rental property The $annual premium was paid by your mortgagee February 23, However, you requested cancellation of this policy effective February 25, A refund check will be issued to you reflecting a pro-rata credit for the unused portion of the policy term Please allow approximately two weeks for receipt [redacted] This policy was also initiated effective February 14, with an annual premium of $ The annual premium was paid-in-full at the policy inception Since the above fire dwelling policy was cancelled effective February 25, 2015, this policy would also be cancelled effective the same date A pro-rata refund will be issued to you Approximate timeframe for receipt is two weeks Ms***, we regret your decision to cancel these policies If you have further questions or concerns, please contact me directly and I will be happy to assist you.Sincerely, [redacted] Customer Care SpecialistCustomer Care UnitPersonal Insurance Distribution OperationsPhone: ###-###-#### Fax: ###-###-####
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below.I do not accept this response from Mr [redacted] which is Ms [redacted] manager I am sure he is only repeating the watered down version she told him which is okay because an unethical manager should support his unethical employeesLiberty Mutual can rest assured that legal action will be taken I refuse to speak with someone that has all but called me a LIAR Ms [redacted] stated that there was only one line in the report which could have not been true I have also file a report with the Detroit police department with what Ms [redacted] has alleged All my husband could do was file the report,and trust that it would be on file to be reviewed by the insurance company what happen after he filed it is beyond me, but it is being addressed I have also contacted my local news station to take this story to the public if the police report is the only problem here Mr [redacted] states there was inconsistencies in the story how could that be if there was only one line on the police report We were hit from behind by an uninsured individual, and as it seem Liberty Mutual is only concerned with not paying a liability claim When I stated to Ms [redacted] that I was going to have to take the individual to court she replied in sheer ignorance "FOR WHAT" This is not about a police report it is all about not wanting to pay and Liberty Mutual has proven that with the trickery and lies that has been told My only regret here is that I did not do my research on the horrible company which is listed in the top eight for bad faith dealings Regards, [redacted]
Dear Mr [redacted] , This is in response to your May 12, correspondence to the Revdex.com regarding your previous automobile policyI appreciate the opportunity to respond to your concerns This policy was cancelled at your request effective April 9, Prior to the policy cancellation, a bill for $was sent to your employer on April 6, for a payment to be taken from your paycheck on April 17, Due to the remittance process on some payroll accounts, it is to have a delay between our request for payment and the payment being applied to your policy When you contacted our sales office on May 8, 2015, your policy balance was $However, on May 12, we received three payments from your employer of $74.29, totaling $This resulted in an overpayment of $A refund check issued to you for $on May 12, Please allow 7-business days for receipt Mr [redacted] , we are sorry to have lost you as a customerPlease feel free to contact me with any unresolved questions or concernsI will be happy to assist you
Liberty Mutual Response
Dear Mr [redacted] , This is in response to your additional concerns as stated to the Revdex.com regarding your previous homeowner policyI appreciate the opportunity to further respond This policy renewed on February 22, 2014; however, the first Electronic Transfer (EFT) withdrawal was not submitted to your financial institution until March 17, Your annual premium was $2,When a policy is cancelled, we credit the policy balance for any unused days (unearned premium) remaining on the policy termThis policy was in force from February 22, through November 11, 2014, or daysAt the time of cancellation, the policy balance was $Since the policy term is days, we credited your policy balance $as indicated on the billing history previously provided to youThis amount reflects days of unearned premium credit, or the unused portion of your policy termAfter this cancellation credit was applied, the remaining balance due is $This $balance is not a fee for cancelling your policy, but is premium due for coverage afforded through the November 11, cancellation dateThe $remains due Mr [redacted] , please feel free to contact me directly if you have any additional questions or concernsI will be happy to assist you Sincerely, [redacted] Customer Care Specialist Customer Care Unit Personal Insurance Distribution Operations Tele: [redacted] | Fax: [redacted]
Dear Ms [redacted] , This is in response to your April 24, correspondence to the Revdex.com regarding your previous automobile policyI appreciate the opportunity to respond to your concerns You also contacted the [redacted] Bureau of Insurance with the same concernsI mailed you a copy of our May 18, response under separate coverBelow is a summary of what transpired since the April 29, renewal date: This policy initiated effective April 29, and renewed effective April 29, Renewal documents issued to you March 29, for the April 29, renewalThe annual premium was $1, However, after a review of the automobile policy our sales office determined the address on your automobile policy did not match the primary residential address stated on your tenant policyThe address was therefore changed to reflect the physical and mailing address applicable to your tenant policy ( [redacted] , [redacted] ***) effective the April 29, renewalThe annual premium was adjusted from $1,to $2,A Declarations page was issued to you confirming the adjustment In Part F – General Provisions, Section B of our automobile policy reads, in part: If there is a change to the information used to develop the policy premium, we may adjust your premiumChanges during the policy term that may result in a premium increase or decrease include, but are not limited to, changes in: The number, type or use classification of insured vehicles; Operators using insured vehicles; The place of principal garaging of insured vehicles; Coverage, deductible or limits You contacted our customer service department May 15, regarding the address changeWe advised you this change was completed in accordance with the above policy provisionsYou stated you did not agree with the address change as you were splitting your time between two locationsLiberty Mutual Insurance asked you to provide us with documentation (vehicle registration, driver’s license, utility bill, lease agreement, etc.) confirming you did not reside at the [redacted] *Our records do not reflect this information was provided to us After you fell two months behind on the premium payments, a cancellation notice was issued September 29, advising a minimum payment of $was required prior to October 19, to prevent cancellation of this policyYou were also verbally advised numerous times by our customer service department between October 11, and October 18, of the payment requirement to prevent cancellationNo payment was remitted and this policy therefore cancelled for non-payment of premium effective October 19, After cancellation, a $bill issued October 25, due November 14, reflecting premium due for coverage provided through the October 19, cancellation dateAn email was issued to you November 15, advising you to remit the $payment to avoid collection activityThe $payment was not received and the balance was referred to collections December 5, Liberty Mutual Insurance uses a third party vendor, Credit Collection Services (C.C.S.), to secure past due premium owed for cancelled policiesPolicyholders are referred to C.C.Swhen their policy has cancelled and the balance is not paid within days after the final bill due date In your correspondence to the [redacted] Bureau of Insurance, you stated that you asked for the account to be closedHowever, our records do not reflect a prior request from you to cancel this policyIn fact, our customer service department spoke with you October 18, (the day before the October 19, cancellation date) and you did not request cancellation at that time or advise alternate coverage had been obtained As reflected by the enclosed billing history, the $balance due appropriately reflects the premium owed for coverage afforded through the October 19, cancellation date and is unable to be waived Ms [redacted] , if you have further questions or concerns, please contact me directly and I will be happy to assist you Sincerely, [redacted] Customer Care Specialist Customer Care Unit Personal Insurance Distribution Operations Enclosure
Liberty Mutual has reviewed the complaint filed by [redacted] and has attempted to contact her to discuss her concerns via phone and e-mail times within the past hours without response As such, we are sending via certified mailing our response to her home address We have thoroughly reviewed her claim and unfortunately based on the information we have available to us at this time, there is no Coverage in effect on an active policy between Liberty Mutual and the Employer for the injuries sustained on 12/10/ This was confirmed to be the date of injury by [redacted] during a recorded statement taken with her knowledge and consentThe Employer should file [redacted] 's claim with the proper Insurance Carrier who had an active policy in effect on 12/10/so that [redacted] can be provided the benefits she is due/entitled toI hope that in reading the response to her complaint that [redacted] is able to secure clarification as to the actions we have takenIn the future, I encourage [redacted] to feel free to contact Liberty Mutual directly to discuss these issues We would gladly clarify anything for her that she is not understanding regarding the Claims process, questions she may have on any formwork she receives, etc Thank you
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments belowThis iis a very similar explanation I received when I called but it does not cover why I as a customer didn't know anything about this prior to paying my bill for March to September 13thAs the liberty mutual representative already stated I paid semi annually and I paid for March to September which would make my policy be in effect until the 13th of September and not the 9th as liberty mutual claimsI never received a paper showing September 9th anywhere and I should not be accountable for liberty mutual mistakes I did my part just like I've done my part with every company I dealt with which is Pay My Bill On Time or prior to when it was due But NEVER lateThis is a liberty mutual mistake and it should be paid by liberty mutual If I need to present my bill from March 13th I will gladly do so to once and for all resolve this issue Liberty Mutual has created Thanks Regards, [redacted] ***
Contacted Mr [redacted] apologized for the delay in obtaining information on his damaged vehicleArranged to have an inspection of his damages completed Liberty Mutual completed inspection and determined vehicle was a total loss Obtained Market Value of loss vehicle I contacted Mr [redacted] to discuss settlement offer, settlement was accepted Informed him check will be issued and he will be receiving by ***
Revdex.com: The only reason I am accepting this response is because I finally got the outcome I wantedHowever, I reject the statements made by [redacted] --I did nothing wrong and my actions (calling multiple times on my own accord) were only prompted by responses/resolutions I received from Liberty Mutual They are just as culpable Each representative offered a different solution with none of them coming to fruition In the end, Liberty Mutual was less than accommodatingBy not admitting that there could possibly be a legitimate issue with the issuance of my refund check but instead insisting on filling me with a bunch of scripted BS, this entire process could have been handled better What I endured was totally avoidable I am glad it is finally over and I will continue to tell everyone I come into contact with of my negative interaction with this company Regards, [redacted]
RE: Tenant Policy: [redacted] Liberty Insurance Corporation/ NAIC: [redacted] Dear Mr [redacted] , This is in response to your October 27, additional correspondence to the Revdex.com regarding your previous tenant policyI appreciate the opportunity to further respond to your concernsPlease accept my apology your payroll deductions continued after this policy cancelledI regret the inconvenience this matter has caused Additional payments totaling $were received from May 18, through November 2, Refund checks totaling $have issued to you upon receipt of the additional paymentsA $refund check is scheduled to issue to you in the next one to two business days reflecting reimbursement for the November 2, payment receivedPlease allow seven to ten business days for delivery We recently reached out to your employer regarding your ongoing concern and were advised this should no longer be an issue Mr [redacted] , an updated billing history is enclosed for your reviewIf you have further questions or concerns, please contact me directly and I will be happy to assist you Sincerely, [redacted] Customer Care Specialist Customer Care Unit Personal Insurance Distribution Operations Phone: [redacted] Fax: [redacted] Enclosure
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Regards, [redacted]
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below [You intended to scam me right from the beginningWhy would I want the policy to be rewritten if I cannot trust you?] [redacted] ***
Dear Ms***, This is in response to your May 14, correspondence to the Revdex.com regarding your previous automobile policyI appreciate the opportunity to respond to your concernsPlease accept my apology for any miscommunication that occurred regarding the status of your payroll billing after cancellation Feedback has been provided to the appropriate management to review and address in an effort to improve our service in the future This policy initiated effective January 18, and cancelled at your request effective May 9, You previously selected payroll deduction as your preferred billing methodDue to the remittance process on some payroll accounts, it is to have a delay between our request for payment and the payment being applied to your policyAt the time of cancellation, your policy balance was $8,After cancellation, a $7,pro-rated credit was applied to the policy balance for the unused portion of the policy term and the balance due was adjusted to $ We received two payments of $from your employer on May 21, and June 1, A refund check will issue to you for $reflecting the credit owed through the May 9, cancellation datePlease allow 7-business days for receipt While we appreciate your concern, we are unable to refund you the $deducted from your paycheck on May 15, as only a $refund is due Ms***, we are sorry to have lost you as a customerI enclosed a billing history for your reviewPlease feel free to contact me directly with any additional questions or concernsI will be happy to assist you Sincerely, [redacted] Customer Care Specialist Customer Care Unit Personal Insurance Distribution Operations Tele: ###-###-#### | Fax: ###-###-#### Enclosure
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments belowSeveral key facts were omitted in this response Jan 27th, Being that the mail is addressed to both my husband and I, it is not being forwarded I only suggested that was a possible reason why the mail was delayedI expressed understanding that the check could not be issued in my name only and voiced the same I also asked if the check re-issuance could be expedited and I was told it would be.Feb 2, 2015--I called and spoke with Clint who confirmed my expedite request had been submitted and told me that if I had not received the check by Feb 6th, that I would be able to have an EFT processedI called back on Feb 6th and spoke with [redacted] who told me that my check request was NOT expedited and that I could NOT have my check cancelled and re-sent via EFT as Clint had told meFebruary 9, Spoke with a ** or [redacted] this time who did indeed tell me she could process an eFT (Why did [redacted] tell me that it could not be done???)I asked her TWICE if it would be a problem if the account was only in my name and twice, she confirmed that it would NOT be a problem Feb 10th, received a voice message that an EFT could not be processed for the reason above Called and spoke with [redacted] who told me that she got approval to process an overnight delivery via *** Feb 11th, got an email from Peter stating that my refund would be mailed Finally spoke with [redacted] who finally agreed to issue my refund overnight via *** It should not have taken calls to get the remedy I sought after not receiving the second check.It is unreasonable for anyone seeking a remedy to a problem to have to call a business times and be offered a different resolution each time No one seemed to have any empathy for what I was experiencingIt is obviously no one's fault, but LM reps were insistent on following processes/procedures instead of going the extra mile to correct an obviously broken process It doesn't matter if this is not happening to any other client, customer satisfaction should always be the top priority for any business and each customer Liberty Mutual has failed drastically in this area I felt like I was being placated just to get me off the phone I will continue to express how poorly I was treated by this company in the hopes of saving them from going through what I had to Regards, [redacted]
[redacted] -APD Claims Team Manager Phone: ###-###-#### Ext [redacted] Email: [redacted] [redacted] @LibertyMutual.com
Dear Mr [redacted] , This is in response to your June 5, additional correspondence to the Revdex.com regarding your homeowner policyI appreciate the opportunity to further respond This policy initiated effective June 1, 2012, subsequently renewing each yearUpon renewal each year, renewal documents issued to you indicating the annual premium and coverage purchased There is no standard premium universally charged by all insurance carriersEach carrier rates policies in accordance with their own rating practices partially based on their own loss experienceOur records do not reflect you were overcharged and a lower quote obtained with an alternate carrier is not an indication you were overchargedThe premiums we charge are the rates needed to ensure we meet our financial obligations to our policyholdersYour premium appropriately reflected your risk profile and your claims-free historyThere is no refund due Mr [redacted] , if you have further questions, please contact me directly and I will be happy to assist you Sincerely, [redacted] Customer Care Specialist Customer Care Unit Personal Insurance Distribution Operations Phone: ###-###-#### Fax: ###-###-####
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaintThe company denies that we contacted them about discontinuing the policy due to the fact that they could not insure an empty buildingWe have records of having done thatThe company has a tendency of denying what their customer service agents have done or said before and a lot of time all they do is apologize even after the damage has been doneWe categorically requested cancellation of the policy IF Liberty Mutual does not insure unoccupied dwellingsIt would make no sense on our part to have insurance that would not cover our home if something happensI wonder why the company is denying that [redacted] called to request reinstatement of the policy after another customer service rephad informed her that the company could insure the empty house and when I insisted on knowing what would be covered, the rep recanted by telling us that the house would not be fully insured and she was very dubious as to what would be covered, and she even suggested to us what other companies out there could insure empty dwellingsAnd so we still insisted that we were not interested in the policyAll in all I don't understand why the company is insisting on being paid for a policy that did not and would not serve our purposeThe question is does Liberty Mutual service policies of unoccupied dwellings and if so on what conditionsIf they answer this question then we would agree with what they are saying, and if not their demand for us to pay an nonexistent policy does not make sense and all they threaten is to taka the bill for collection
Ms [redacted] ,Please allow this correspondence to respond formally to yourRevdex.com Complaint dated November 28, Within your Complaint, you highlight several points ofconcern in regards to your customer experience and I addressed those concernsbelow: 1) You indicate that the Claims Specialist utilized“deceptive practices” in an attempt to secure a recorded interview Response: Liberty Mutual’s expectation is that all ClaimsSpecialists secure a recorded interview in relation to an accident from allparties involvedDuring that interview, we ask questions concerning theaccident as well as injuriesThe recorded interview is used in addition to allother pieces of evidence in order to determine liability2) You indicate that Liberty Mutual had “notprovided you a rental” Response: At the date/time of your Complaint, Liabilityhad not yet been finalized by the Claims Specialist – namely because we had notyet secured your interviewIt is not until after Liability has been finalizedthat we as the third-part carrier would approve (i.eagree to pay the cost) ofrentalThe Claims Specialist finalized Liability on 12/1/and per theNotes, spoke to you on that date where you explained that your carrier waspaying for the rental and would then subrogate for reimbursement3) You indicate that the Claims Specialist did notmake your claim a priority and did not show sympathy for the fact that you wereinvolved in a lossResponse: According to the file Notes, the ClaimsSpecialist contacted you directly on 11/24/at which time you outlined thatyou were represented by an attorneyIt appears that the Claims Specialist requestedyour attorney’s information but that you did not provide the sameOnce we aremade aware of an attorney’s involvement, we do not interact directly with thecustomer because attorney’s will request that all communication stopsTheNotes explain that you would have your attorney contact the Claims SpecialistInthe meantime, the Claims Specialist continued to work on your file again on11/24/2014, 11/25/2014, 11/26/2014, and then again on 12/1/when shefinalized Liability and confirmed that your carrier was addressing rentalBased on my above findings, it appears that no delaysoccurred in the handling of the fileIn terms of your perceived lack ofsympathy or empathy, this appears to be a negative byproduct of having anattorney representative involved because the Claims Specialist was byextension, unable to interact with you directly Please let me know if I can assist you further in this matter or provide any additionaldocumentation to conclude this inquiry Sincerely, [redacted] ###-###-####ext***Claims Team Manager