Advanced Mechanical Corp.

RE:      Flood Policy:  [redacted] ([redacted])      Liberty Mutual Fire Insurance Company NAIC: [redacted] Dear Mr. [redacted], This is in response to your December 15, 2015 correspondence to the Revdex.com regarding your flood...

policy. Your feedback matters a great deal to us. I appreciated the opportunity to speak with you via telephone on multiple occasions as well as the opportunity to respond in writing. Please accept my apology for any misunderstanding regarding the requirements for cancelling your flood insurance policy. It is our intent to make all interactions as simple as possible. I regret in this instance we fell short of this goal. Liberty Mutual Insurance writes flood insurance through the National Flood Insurance Program (NFIP), which is a part of the Federal Emergency Management Agency (FEMA).  As a participating insurer in the NFIP, Liberty Mutual is obligated to adhere to the rules and regulations that govern how policies are rated, as well as what portions of the building and contents are covered under the policy. If a customer requests cancellation, NFIP guidelines must be followed. Since your mortgage company issued a letter stating that you were no longer required by them to maintain flood insurance, we were able to cancel your policy mid-term.  Your policy was cancelled effective December 21, 2015 and a refund in the amount of $921 is due to you.  Please allow approximately two weeks for delivery.   At Liberty Mutual, we do not require our policyholders to maintain flood insurance.  As stated on the NFIP website ([redacted]), Congress mandated federally regulated or insured lenders to require flood insurance on properties that are located in areas at high risk of flooding. In regard to your request to be refunded retroactively to when the flood zone changed; we are unable to honor that request.  FEMA works directly with community officials with the operation of an overall program of corrective and preventative measures for reducing flood damage, including but not limited to emergency preparedness plans, flood-control works and floodplain management regulations. FEMA provides all participating communities with copies of their flood maps. It is the responsibility of the community officials to communicate when changes have been made to the current Flood Insurance Rate Map (FIRM). You indicated you would contact FEMA directly with your concerns and asked that I also speak with them. I regret I was unable to reach the FEMA representative you referred me to.  If any further information is needed please feel free to provide him with my telephone number [redacted]. Mr. [redacted], you have been a valued customer for over seven years and we thank you for allowing us to provide for your insurance needs.  I am truly sorry your experience has been unfavorable and we hope to provide you with the excellent service you deserve going forward.  If you have any further questions or concerns, please feel free to contact me directly.  I will be more than happy to assist you. Sincerely, [redacted]Associate Customer Care Specialist, Customer Care Unit Personal Insurance Distribution Operations Phone: [redacted]  [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].  
I am rejecting this response due to the fact that not a single step has been taken in your investigation. The tow company contacted me because you guys have not contacted them. The other Driver was cited at the scene and the wreck had an obvious at-fault party. It has been well over a month now and I don't even have a rental vehicle. That was my only vehicle that your driver took out and I need you to do what needs to be done to get my family back on the road and my lawyer will handle the personal injury.
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. 
I ask that there be any more replies from Mr. [redacted] concerning this matter because I do not owe him any explanation or a timeframe as to when Liberty Mutual will be contacted by my attorney.  This complain is about the fact as an insurer Liberty Mutual owed me a duty of good faith of which they breached when they decided to engage in bad faith tactics.  I ask that Liberty submit to me a letter stating why they are refusing my claim.  This is my final response to Mr. [redacted] and Liberty Mutual.
Regards,
[redacted]

RE:   Personal Automobile Policy: [redacted] LM General Insurance Company/NAIC: [redacted]     Dear Ms. [redacted], This is in response to your May 9, 2017 correspondence to the Revdex.com regarding your automobile policy. I appreciate the...

opportunity to reply.First, I will provide a little background. Your auto policy was created on November 18, 2016.  The policy premium for this twelve month policy was $1,747.  The policy initiated with a down payment of $141.49 on November 17, 2016.  You referenced not receiving bills.  However, a $187.61 bill issued to [redacted] on January 17, 2017 due February 6, 2017.  When no payment was received, a past due bill issued on February 17, 2017 due March 9, 2017.  A cancellation notice issued on March 13, 2017 requiring payment by April 7, 2017 to keep the policy active.  When no payment was received, the policy cancelled effective April 7, 2017.  A final bill issued on April 13, 2017 due May 3, 2017 for coverage afforded through the April 7, 2017 cancellation date.  No payment has been received thus far.  Please note that if we do not receive your final payment within 21 days of its due date, we forward the balance to a third-party collections vendor, [redacted], which is how all unpaid balances on cancelled policies are managed at Liberty Mutual.  Ms. [redacted], thank you for contacting us with your billing questions. If you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely,[redacted]Associate Customer Care SpecialistCustomer Care Unit[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. 
As of 12/17/2014 they have not responded to the reimbursement of my expenses for rental car, diminished value, insurance deduction that had to be paid out of pocket by me. Regards,
[redacted]

Dear Mr. [redacted],This is in response to your August 15, 2016 correspondence to the Revdex.com.  I am truly sorry for your unfavorable experience and appreciate the opportunity to respond to your concerns.  My hope is to provide the clarity you are looking for.First of all, I...

regret any miscommunication regarding the vehicles insured under this policy.  The 2012 [redacted] was added to this policy effective February 25, 2015 at your request. We document all our interactions with our customers and our records reflect you requested to keep the 2000 [redacted] on this policy until it was sold. The Declarations page issued to you outlined that there were now three vehicles instead of two with the addition of your 2012 [redacted].  When your policy renewed June 22, 2015, the renewal documents issued to you confirmed coverage was still being provided for the 2000 [redacted].Your policy renewed again effective June 22, 2016. The renewal documents issued to you on May 19, 2016 outlined the 2000 [redacted] continued to be one of the three vehicles insured under this policy.  On May 26, 2016 we received notification from you that the 2000 [redacted] should have previously been removed.  While we had no record of receiving a prior request from you to complete this change, the vehicle was removed from the policy retroactive to March 3, 2015 at your request.This change resulted in a premium credit of $362 for the 2014 policy term and a $1,195 credit for the 2015 policy term.  Prior to this change, there had been two remaining $296 Electronic Funds Transfer payments scheduled on May 20th and June 20th to pay your 2015 policy term in full.  Since you placed a stop payment on your May 20, 2016 Electronic Funds Transfer withdrawal, the payment in May was unsuccessful.  You therefore owed $592 for the policy term.  So the net credits were $362 for 2014 and $603 ($1,195 less $592 balance owed) for 2015 totaling $965.  Your June 22, 2016 renewal premium was adjusted to $2,539 after the 2000 [redacted] was removed.  On June 1, 2016 the $362 and $603 credits were rolled over to the renewal policy term adjusting your balance to $1,574.  However, after you spoke with a customer service representative on July 25, 2016, you indicated your preference to receive a refund for the prior year credits.  A $965 refund therefore issued directly to your bank account on July 26, 2016.  Your renewal balance due was adjusted again to $2,539. With respect to your concern that we did not respond to your request to cancel this policy, we require a 2A form or Notice of Transfer of Insurer before we may cancel this policy.  This is a state-mandated procedure. Since the policy remained active until the form was received, the bills continued to issue for the renewal term and a $5 bill fee plus $25 cancellation fee were added, adjusting the balance to $2,569.After receiving the 2A form, this policy was cancelled effective July 25, 2016 to correspond with the date you secured alternate coverage.  We applied a $2,172 cancellation credit to the policy balance for the unused portion of the policy term and removed the $30 in fees.  This resulted in an adjusted balance due of $367.  A $367 bill issued to you August 18, 2016 due September 7, 2016.  I enclosed billing histories detailing all the transactions, payments received, and balance due.  When your policy was first established, you may recall receiving a new business packet, which outlined some information on policy cancellations, including money owed after cancellation. It states that if a customer cancels a policy mid-term, there is a “short-rate provision,” or penalty, applied to the balance owed. Your renewal term was in effect for over a month yet we never received a payment.  The absence of any payments remitted along with the short rate cancellation provision resulted in a $367 remaining balance due.  A $367 final bill issued to you August 18, 2016 due September 7, 2016 which appropriately reflects the premium due for coverage afforded through the cancellation date.In summary, we are diligent about ensuring policy documents are issued to our customers outlining the coverage provided. A cover letter is included asking our customers to review the information and to contact us if needed.  While we are always happy to assist our customers, we also expect to be notified when a change is required.  Our records reflect we promptly removed the 2000 [redacted] from the policy once we received notification to do so.  When you contacted us with your preference to receive a refund versus a credit to the renewal term, we issued the refund to the same account from which the payments were drafted.Mr. [redacted], thank you for contacting us with your questions. Again, we are truly sorry your experience was unfavorable as we always strive to provide exceptional service.  If you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely,[redacted] 
Associate Customer Care SpecialistCustomer Care UnitPhone: ###-###-####  Fax: ###-###-####

Dear Ms. [redacted], This is in response to your July 5, 2016 correspondence to the Revdex.com.  Please accept my condolences for the loss of your mother.  I was asked to review and respond to your concerns.  I appreciate the opportunity to respond and hope to provide you...

with the clarity you are looking for.I am sorry to hear of the difficult circumstances you encountered.  Dealing with the loss of a loved one is stressful and it was not our intention to further upset you. I have provided feedback to the appropriate management to review and address.  We hope the service you receive going forward will exceed your expectations. Our records reflect that on July 11, 2016 your mother was removed from the policy.  She is no longer listed as a named insured or an operator.  In addition the 2010 [redacted] was removed.  Your policy premium was adjusted from $2,329 to $1,531 and a prorated credit of $179 was applied to the policy balance. Due to the recent changes made to the policy, you are now the first named insured.  We therefore require updated forms for you to sign.  Our records reflect you previously did not elect to carry no fault/personal injury protection (PIP).  To confirm you wish to keep the policy the same and not carry PIP coverage, a signed form is required.  I mailed a copy of the Texas No-Fault Personal Injury Protection Rejection form along with a Texas Uninsured/Underinsured Motorist Coverage form prefilled with your current limits to your home address.  Please sign and return all pages.  These forms may be forwarded by facsimile to [redacted], email to [redacted] or mail to [redacted].   Note that if a signed Texas No-Fault Personal Injury Protection Rejection form is not received, we will be required to add the coverage going forward which will affect your premium. While the required forms are the final steps needed to ensure your policy records are appropriate, please be assured we are here to help you and are available seven days a week to answer your questions at [redacted].  Note that you always have the option to make changes to your coverage and we can also issue new forms if needed.  We will strive to make this process as smooth as possible.  Ms. [redacted], we appreciate having you as a customer and are truly sorry for your unfavorable experience.  If you have any further questions or concerns, please also feel free to contact me directly.  I will be happy to assist you.Sincerely,[redacted] [redacted]Associate Customer Care SpecialistCustomer Care UnitPhone: [redacted]

Attached please find our response to the complaint.

RE:  [redacted]
       [redacted]
       [redacted] 
       [redacted] Dear Ms. [redacted], This is in response to your most recent correspondence to the Revdex.com. It was a pleasure to speak with you on December 1, 2016. I appreciate the opportunity to further respond and to summarize our recent telephone conversation.  After receiving the documents you provided, I presented the information to the sales manager for review. He recommended that a courtesy credit be issued to your home policy to cover the remaining balance of $39.83. As we discussed, I completed the credit request on December 1, 2016 and confirmed the $39.83 posted to the policy on December 6, 2016.  The balance due is now zero. Ms. [redacted], thank you for contacting us and for allowing us the opportunity to further review your request to reach this favorable outcome. As always, please reach out to me directly if you have any additional concerns.  Sincerely,[redacted] Associate Customer Care SpecialistCustomer Care UnitPhone: [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. 
This company engages in the poor business practices of delaying payments for claims. I called back the number as instructed in the letter and I am asked to verify information apparently provided by [redacted]? I have no idea why [redacted] is involved in this issue as Liberty Mutual is responsible for repairs. If there is a bodily injury claim, the insurance of the driver of the vehicle would be involved in claims or settlements. I was not driving the car and my insurance should not be part of any of these discussions. You went ahead and opened a claim agains [redacted] in a complete incompentent fashion, as this entire claim has been handled. It appears it the claim adjusted over three weeks to obtain a police report? is that how you would want insurance claims filed by you to be handled? In this police report it clearly says your policy holder " Operated motor vehicle in a careless or negligent manner" Is the case adjusted challenging the policy report? what are the details of the investigation being conducted? When will my vehicle be repaired??Regards,
[redacted]

RE: [redacted] Gift Card Promotion
Dear **. [redacted],
This is in response to your June 22, 2015 correspondence to the Revdex.com regarding our [redacted] gift card promotion. I appreciate the opportunity to respond to your concerns.
Thank you for taking the time to detail your experience. We...

regret that your initial experience has been less than favorable. Your feedback will be used in our continued efforts to improve our customer experience.
An email was issued to you June 23, 2015 containing the $10 [redacted] gift code. I trust your concerns have now been resolved.
**. [redacted], we appreciate you thinking of Liberty Mutual Insurance for your insurance needs. 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

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 employees. Liberty 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]

Liberty Mutual Response [redacted].[redacted]@Libertymutual.com###-###-####, Ext

Spoke with Mrs. [redacted] on 12/30 after the initial complaint came in through the [redacted].  I advised her that after reviewing the damages it seems as the damages are questionable of how the loss actually occurred.  There are no witnesses to the accident and the damages don't match up....

 She said that was not correct and she said that her daughter saw the accident.  I made her rephrase what happened as the daughter only heard the accident and did not see the accident.  She did not want to file a claim through her own insurance even though I explained the insurance process with her.  On 1/5/2016 Liberty Mutual received photos and estimate for the damages to the claimant's vehicle.  Damage to the lower fender and wheel area.  there is no real scuff marks off of the claimants vehicle and there is a little rust spot where the bumper meets the fender.  I really couldn't tell if this is exactly where allegedly a [redacted] would have struck the parked vehicle.  The damage is too slight.  I did request the height of the damage from the shop but they did not oblige.  Details of the accident are questionable at best. Mrs. [redacted] indicated that her daughter heard the accident and then recanted and said that her daughter "saw" the accident. However she was unwilling to let Liberty Mutual speak with the daughter. There were no independent witnesses in the case and the photos really don't show any scraping along the side of the bumper.  At this time I would at most be willing to offer 50% of the damages in lieu of a full and final settlement.  The Property Damage is $1192.35 @ 50% = $596.18Settled case with the claimant on 1/6/2016 in the amount of $596.18.  She was ok with the settlement but still believed that [redacted] struck her vehicle. Payment went out to Mrs. [redacted] on 1/6/2016Tell us why here...

Dear Mrs. [redacted], This is in response to your February 21, 2017 correspondence to the Revdex.com. I appreciate the opportunity to respond and hope to provide the clarity you are looking for.Please accept my apology for any miscommunication regarding the Multi-Policy discount being...

removed from your automobile policy. Feedback regarding your interactions has been provided to the appropriate management to review what we could have done differently to ensure a positive experience for a valued customer. Our records do not reflect we were notified in October 2016 to remove the 2001 [redacted]. On February 21, 2017, a transaction was processed to remove the 2001 [redacted] effective October 1, 2016 at your request. During this transaction, the Multi-Policy discount was removed. However, we added the discount back the same day. This resulted in a premium revision from $1,746 to $1,518 and an $88 prorated credit was applied to the policy. On February 24, 2017, the $88 refund issued back to your checking account. Please allow three to five business days for receipt. I attached the billing history for your review.Mrs. [redacted], again, I am sorry your experience was unfavorable. We will strive to provide the exceptional service you deserve going forward. If you have any other questions or feedback to share, please also do not hesitate to reach out to me directly. It will be my pleasure to assist you.Sincerely,[redacted]Associate Customer Care SpecialistCustomer Care Unit[redacted]Enclosures

RE:  Personal Automobile Policy: [redacted] Liberty County Mutual Insurance Company/NAIC: [redacted]Dear Ms. [redacted], This is in response to your July 26, 2017 correspondence to the Revdex.com. I appreciate the opportunity to respond and hope to provide the clarity you are...

looking for.To explain the balance due, I will provide a little background. Your automobile policy was created on April 10, 2010 and subsequently renewed most recently on April 10, 2017. Two bills were issued, dated May 1, 2017 and May 30, 2017, prior to the request for cancellation during your phone call on June 5, 2017.  Regarding your communication, we received a call from you on March 31, 2017 asking to move the bill date to the 30th of the month.  This did result in extending the payment due date to May 21, 2017, two months later, since the issuance of the first bill was May 1, 2017, since the 30th of April fell on a Sunday. The delay of the bill, at your request, does not negate your responsibility to pay for premium due for coverage afforded.Additionally, we did not receive any communication from you on May 17, 2017 as you indicate. A final bill issued on June 5, 2017 due June 25, 2017 for coverage afforded through the June 5, 2017 cancellation date.  As we did not receive your final payment within 21 days of its due date, we forwarded the balance to a third-party collections vendor, [redacted], which is how all unpaid balances on cancelled policies are managed at Liberty Mutual. I apologize if you were surprised by this course of action, but it is one we must take when we do not receive final payments on cancelled policies.As a courtesy, the billing fees have been removed.  Thereby, reducing the balance due from $177 to $152.In summary, your policy was active for just shy of two months (April 10, 2017 through June 5, 2017); yet, we received no payment. The $152 balance remains due.  I have enclosed a billing history for your review.Ms. [redacted], thank you for contacting us. I hope your questions have been answered today. If not, and you have additional unaddressed concerns, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely,[redacted]Associate Customer Care SpecialistCustomer Care UnitPhone: [redacted]

(Please see full letter attached)                      To whom it may concern: This letter is in response to the above complaint filed by [redacted] captioned above. Please be advised that...

Liberty Mutual’s first notice of this potential claim came from the Revdex.com complaint filed by Ms. **.  Upon notification, a claim was established on 1/11/2017 under our policy holder’s general liability policy bearing claim number [redacted] and assigned to [redacted] in our [redacted] location.  On 1/12/2017 Ms. [redacted] started her investigation into this matter and attempted to contact Ms. ** by phone but was not able to reach her.  A letter has been sent to make contact with Ms. **.  Additional investigation of this claim is underway.     If you need any further information that will assist in your review of this complaint, please do not hesitate to contact our office. Sincerely, [redacted], CPCU, AIC, SCLA, API, AIM Claims Manager, CI Claims Services ([redacted]

Dear Ms. [redacted], This is in response to your additional correspondence regarding your auto policy. I am truly sorry to hear you continue to have unresolved concerns. My response will address the concerns outlined in your correspondence to the Revdex.com along with the November 23, 2016 emails you sent to me directly. First, regarding your concern that I may not be the appropriate party to reply, please be assured I am a member of a team that specializes in addressing customer concerns on behalf of our corporate office. Responding to Revdex.com correspondence falls within my responsibilities. Next, I will address the payments taken on October 3, 2016 and November 1, 2016. These payments were not incorrect. Changes were not made to the policy until November 7, 2016 with an effective date of October 31, 2016. By this time the November 1, 2016 payment had already processed. If there are changes made which affect your premium, we calculate how many days are remaining on the policy term and apply a pro-rated credit or debit based on the effective date of the change. We need fifteen days to notify you in writing of any changes to the draft amount so your payment amount is adjusted going forward. In addition, your annual premium in effect until October 31, 2016 was $2,832. So the higher premium was in effect for approximately two months (September and October). The October 3, 2016 and the November 1, 2016 payments represent the first and second monthly payments received so the higher premium was still in effect. Following the changes, your annual premium was reduced to $2,147. A pro-rated credit of $575 was applied. Your December 1, 2016 payment was therefore $180.17 ($1,781.66 divided by ten plus a $2 billing fee). In one of your emails you asked me to verify the December payment would be adjusted. Please be assured I confirmed that the payment amount was accurate prior to the December 1, 2016 EFT withdrawal. I regret I have not received your faxed documents, please send any faxes to [redacted] Regarding your questions related to the down payment, we only require a down payment for a new policy and it is not required at renewal. In your case the first payment was taken September 1, 2015 for $190.16 during the initial year and was applied to the balance on the new policy. Since you remitted a down payment, no payment was required in October so the remaining EFT payments occurred from November – September, with the final payment received September 1, 2016 before your initial policy term expired on September 2, 2016. Please see the attached billing history which indicates the starting balance and details how each payment was applied to the policy and remaining balance updated. No payments will show on the Declaration pages, as this is the contract, or a summary of your policy coverage. The billing history I provided indicates all payments received and applied to the policy balance. Since you mentioned needing policy documents again, please note that I previously emailed a copy of your most recent policy documents to you on November 8, 2016. Note that you also have the option to view your documents online through your eService account. Finally, in your correspondence to the Revdex.com, you referenced the following: “Update Re: equipment”. I am uncertain what you are referring to. I reviewed our previous correspondence which addressed concerns with our RightTrack program. If you have additional questions regarding this program or any other policy questions please let me know and I will respond further. Ms. [redacted], you are a valued customer. Thank you again for reaching out with your additional questions. I hope my explanation of your policy billing has been helpful and wish you a wonderful holiday season. Sincerely, [redacted] Customer Care Specialist Customer Care Unit Tele: [redacted] Fax: [redacted]

This matter has been resolved with Ms. [redacted].  Our adjuster had been corresponding regularly with Ms. [redacted] regarding the total loss value of her vehicle.  She was initially not in agreement with the value because her loan was more than the vehicle value.  The team manager got...

involved in the claim and spoke with Ms. [redacted], discussing our position on the settlement value, and explaining that our value was in compliance with CT guidelines for total loss evaluation.  Ms. [redacted] identified some aftermarket items that had not been seen in the vehicle photographs and were not included in the value.  After adding in value for these aftermarket items, Ms. [redacted] agreed to the settlement.  A settlement was reached on 12/22. and we are currently awaiting a document from her so payment can be issued.

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].  
 Dear Ms.[redacted],     There was no miscommunication. You are blatantly ignoring the facts. It is not a case of just poor customer service, but negligence. We did not receive the renewal package, that is a fact. Your records indicate you received the Consent to Rate (CTR) form on May 19, 2017, yet you cancelled our policy without our knowledge. You did not "locate" the CTR form on July 13, 2017, we had to sign another one and send it back to you, of which I have the emails to prove that. You say if we had a casualty on let's say July 6, we would have been covered even though our policy was cancelled, which is not true according to another insurance company we spoke with. Yes, in the end, after we proved you mistakenly cancelled our policy, we would have been covered, but a claim right away would not have been honored.   Inconvenience and frustration does not begin to describe what we had to go through with your company. Many, many hours on the phone and sending emails back and forth, only to have you lose the paperwork "again", something which you are failing to address in both your responses, was more than frustrating, it was actually scary that our home was put in jeopardy because of your company's negligence. Please address the problem we had with the cancellation letter I sent, that was also lost. An email from your company stated it was received, but when we went to check on our refund, was told that it too, had been lost and needed to be resent. The various answers to our questions from your customer service personnel, only added to that fright, one telling us we were insured, the next saying we weren't.   We are now well past the point of the few dollars that you did not refund us for the time that we were not actually covered. Your attitude and misrepresentation of the facts are far more disturbing that the fact that we will lose a few dollars, and the fact that you cannot admit your company was negligent in this case is unsatisfactory.    I will continue to respond to your form type letters until you admit you did us wrong, and were negligent with our policy. V/R, [redacted] 
Regards,
[redacted]