Advanced Mechanical Corp.

April 15, 2016
Revdex.com serving Eastern Massachusetts, Maine, Rhode Island and Vermont
RE: Complaint #: [redacted]
Homeowner’s Policy
Liberty Insurance Corporation: NAIC [redacted]
To Whom It May Concern:
Thank you for sending your inquiry regarding the above referenced policy. Our records (proof of mailing) shows that the cancellation notice was sent to the insureds’ listed address on February 11, 2016.
I hope this information provides clarity regarding our decision and the premium refund.
Sincerely,

[redacted]. Compliance Analyst

this is my response to this inquiry.

Dear Ms. [redacted],This is in response to your March 8, 2016 correspondence to the Revdex.com.   I have been asked to respond to your concerns. Thank you for reaching out regarding the balance due on your automobile policy.  I apologize for any miscommunication that may have...

occurred regarding the billing at the policy inception.  I am sorry to hear that your situation was further compounded after you were notified of the outstanding balance still owed after cancellation of this policy.  My hope is that this response will provide you with the clarity you are looking for.First, I would like to provide a little background.  Your automobile policy was created on June 26, 2015 with an annual premium of $606.  After your $50.50 down payment, the balance due adjusted to $555.50.  Effective October 4, 2015 we removed the RightTrack discount as the terms and conditions were not received in order to participate in this program. This resulted in an annual premium revision from $606 to $635 and a prorated charge of $21 applied to the policy for an adjusted balance due of $576.50.  We issued a $576.50 bill to you December 7, 2015 due December 27, 2015.   When this bill was not paid a $576.50 past due bill was issued January 6, 2016 due January 26, 2016. Since we took a down payment when the policy was first initiated, the bill was issued for the remaining balance due on the policy.   Our records reflect that this policy was cancelled effective December 29, 2015 at your request. After cancellation, a $311 prorated credit was applied to the policy leaving a $265.50 balance due.  A $265.50 bill issued to you January 14, 2016 due February 3, 2016 reflecting premium due for coverage provided through the December 29, 2015 cancellation date.   As we did not receive your final payment within 21 days of its due date, we forwarded the $265.50 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.  I enclosed a billing history detailing the transactions and confirming the $265.50 balance which remains due.Ms. [redacted], thank you for contacting us with your concerns. I hope that I have answered all of your questions today. 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 UnitPersonal Insurance Distribution OperationsPhone: [redacted]  Fax: [redacted]Enclosure

Dear Mr. [redacted],
This is in response to your January 20, 2015 correspondence to the Revdex.com regarding your previous homeowner policy. I appreciate the opportunity to respond to your concerns. Please accept my apology for the delay in your refund. Our goal is to provide...

exceptional customer service. I regret we did not follow through.
Feedback has been provided to the appropriate management to review and address to prevent a recurrence of your concern.
This policy initiated effective November 2, 2012, subsequently renewed effective November 2, 2013, and was cancelled at your request effective October 21, 2014. After cancellation, there was a credit balance of $2,022 which was refunded to you on October 21, 2014.
After we were notified the October 21, 2014 refund check was not received by you, a stop payment was placed on the check and new refund check was issued on December 8, 2014. When you did not receive the second refund check, it was determined that both refund checks were sent to a prior address.
The mailing address was updated as follows:
[redacted], TX [redacted]
A $50 refund check issued to you on January 20, 2015, and a $1,972 refund check issued to you on January 23, 2015. Both refund checks were mailed to the address listed above. Please allow 7-10 business days for receipt.
Mr. [redacted], we are sorry to have lost you as a customer. Please feel free to contact me with any additional questions or concerns. I will be happy to assist you.
Sincerely,
[redacted] Customer Care Specialist
Customer Care Unit
Personal Insurance Distribution Operations
Tele: [redacted] | Fax: [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. 
Liberty Mutual very well knows and have accepted the fact that they made an error or mailing the check to the wrong address.  They also have an affidavit with my signature that proves that the check was not cashed by me.  Yet they want me to wait to get my refund back.  They very well know that the bank will if not already refund them their funds.  I do not understand why I have to wait for their error. I was supposed to pay my escrow with that refund check.  They are not going to wait and if I would have not paid liberty mutual my premium on time they would have cancelled my policy.  But if they make an error yet the customer has to suffer.  How is this fair.    I do not understand how a business gets away with not correcting their error and asking customer to wait and follow their policy of fixing their error.  I followed their policy while I was their customer and I expect them to accept their responsibility of refunding me in a timely fashion.  I should not have to wait even a month let alone 6-9 months.  
Regards,
[redacted]

August 18, 2017     Re: Revdex.com Number:                          [redacted] NAIC...

Number:                                    �...⇄ Underwriting Company:           [redacted] Insurance Company Line of Coverage:                     Personal Automobile Policy     Please accept this letter in response to your inquiry dated June 5, 2017, which was received by our Presidential Service Team.   Liberty Mutual Insurance apologizes for any confusion we would have caused our customer in regards to his personal automobile insurance policy. This policy was thoroughly reviewed by a Sr. Customer Advocate, below are our findings:   Our customer created an online quote for a personal automobile insurance policy on March 20, 2017.  This quote was created and the Right-Track discount was added to the quote.    Our customer then called in on March 23, 2017 to have the quote that was created online, bound by an agent of Liberty Mutual Insurance.  This quote was completed with an effective date of April 29, 2017. At the time our customer paid the policy in full for the 2017-2018 term.   On April 25, 2017 Liberty Mutual Insurance received the Terms and Conditions of the Right-Track program and our customer declined the program by electronically signing the form needed to opt him out of the program.  In doing this, the initial discount was removed and our customer received and additional charge of $228.00 to his policy.   On August 7, 2017 Liberty Mutual spoke to our customer in regards to the increase in the annual premium and the removal of the Right-Track discount.  During this conversation, our customer advised he would like to add the discount back onto the policy, and Liberty Mutual Insurance added it at that time. Due to the change in policy our customer received a pro-rated credit of $164.00 and was sent a new Terms and Conditions form, which he singed.    At this time our customer’s personal automobile policy has the Right-Track discount added and the devices will be distributed for use.   If you have any questions, please contact me.     Very Respectfully,     [redacted] Senior Customer Advocate [redacted]
[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]

Dear Mr. [redacted], This is in response to the January 26, 2016 correspondence to the Revdex.com regarding your previous automobile policy. I have been asked to respond and I appreciate the opportunity.  I regret any inconvenience this matter has caused you.  Our records...

indicate you initially contacted us May 13, 2015 and June 18, 2015 in order to obtain quotes for transferring your insurance from New York to Michigan.  At that time, you declined to initiate a Michigan policy with Liberty Mutual Insurance.  Our representative advised you of the plate return requirements and ensured you were advised that there may be possible fines if the license plates are not returned prior to the policy cancellation.  Any fee or fine assessed by the New York Department of Motor Vehicles (NY DMV) is entirely at their discretion.  I am pleased they did not assess a fine in this case.Since we were not notified you obtained alternate coverage, this policy remained active and the billing continued.  After consecutive bills issued to you May 18, 2015 and June 18, 2015 remained unpaid, a cancellation notice issued to you July 13, 2015 advising a minimum payment of $678 was required prior to August 2, 2015 to prevent cancellation of this policy.  No payment was remitted and this policy cancelled effective August 2, 2015 for non-payment of premium.  After cancellation, a $138 bill issued to you August 10, 2015 due August 30, 2015 reflecting premium due for coverage provided through the August 2, 2015 cancellation date.  You contacted our sales office August 18, 2015 when you advised that you obtained other insurance effective July 1, 2015.  This policy was reinstated and you were again advised about the plate return requirements for the state of New York and that the plates must be turned in prior to the cancellation of the policy.  In addition, physical damage coverage was removed from the vehicles and the annual premium was adjusted from $1,426 to $766.  When we did not hear from you regarding the plate return, our service representative contacted you September 29, 2015 to inquire if the plates had been returned.  You advised they had and together we initiated a conference call with the NY DMV to confirm the date the plates were returned.  They confirmed the plates for the 2009 Honda were surrendered September 8, 2015.  Our representative offered to backdate the cancellation to July 1, 2015 and issue a PS-613, which describes the impact of cancelling a policy in NY without returning the plates first.  You declined to make any changes at that time and the policy remained in force and billing continued.As the bills issued to you remained unpaid, another cancellation notice issued to you November 11, 2015 advising a minimum payment of $372 was required prior to December 1, 2015 to prevent cancellation.  However, you contacted our sales office November 17, 2015 and advised you were going to contact the NY DMV and request a copy of the FS-6 showing the date the license plates for both vehicles were surrendered.  This information would allow us to backdate the cancellation appropriately.Neither the prior information was received nor was a payment remitted; therefore, this policy cancelled for non-payment effective December 1, 2015.  A $331 bill issued to you December 8, 2015 due December 28, 2015 for the residual balance owed for coverage afforded through the 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] ([redacted]), which is how all unpaid balances on cancelled policies are managed at Liberty Mutual.  On January 25, 2016, we received notification from you that the license plates for both vehicles had been returned and our representative initiated the process to cancel.  We agreed to cancel retroactive to July 1, 2015 as you obtained alternate coverage effective that date and understood the repercussions of cancelling insurance on a vehicle registered in New York State.  The cancellation date for this policy has been adjusted to July 1, 2015 and the balance remaining has been adjusted to $25 which reflects the premium owed to pay the policy through the July 1, 2015 cancellation date.  A final bill issued to you January 29, 2015 due February 18, 2016 and I mailed a copy to your Michigan address under separate cover.  [redacted] has been updated and Liberty Mutual did not report to any credit bureau.  A billing history is enclosed for your review.  Mr. [redacted], I thank you again for reaching out with your questions and comments.  I hope that I have answered all of your questions today.  If not, please feel free to contact me directly at [redacted] or by email at [redacted] and I will be more than happy to assist you.Sincerely,[redacted]Associate Customer Care SpecialistCustomer Care UnitPersonal Insurance Distributions OperationsTele: [redacted]Fax: [redacted]Enclosure

Dear [redacted],This is in response to your correspondence received through the Revdex.com on October 17, 2016 regarding your balance remaining. I am truly sorry we have lost you as a customer and appreciate the opportunity to respond. My hope is to provide the clarity you are looking...

for.Automobile PolicyThis policy renewed April 21, 2016 with an annual premium of $2,509. You selected Electronic Funds Transfer (EFT) as your preferred payment method. EFT allows the annual premium to be paid in twelve monthly installments. Your first payment of $209.08 ($2,509 divided by twelve with the final payment adjusted a few cents) processed May 20, 2016 and the balance was reduced to $2,299.92.On June 1, 2016 we received a telephone call from you, asking what date the policy was paid up to. We advised May 20, 2016, as the single payment received on the renewal paid the policy from April 21, 2016 to May 20, 2016.No additional payments were received and this policy was later cancelled per your request, effective June 15, 2016. A $2,131 credit was applied for the unused portion of the policy term which reduced the balance remaining to $168.92. A final $173.92 (including $5 billing fee) bill issued June 16, 2016 due July 6, 2016.Since the final bill remained unpaid, it was referred to collections on September 14, 2016. Liberty Mutual uses a third party vendor, [redacted] to secure past due premium owed for cancelled policies. 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. The $173.92 balance remains due. A billing history is attached for your review.Condominium PolicyThis policy renewed April 24, 2016 and was cancelled at your request effective June 15, 2016.Prior to your renewal, you were receiving a discount for having no qualifying claims in the previous three years. This discount was removed on the April 24, 2016 renewal due to the January 19, 2015 water damage claim. While we always attempt to subrogate, or recover payment from a responsible third party, it is not always possible to recover the full amount. The loss resulted in a net $5,469.22 payment issued after subrogation recovery.You had a previous $2,314.83 claim from November 11, 2013 which was forgiven under our claims forgiveness program. Since we had previously forgiven a loss in the prior five year period, your second claim that occurred approximately fourteen months later was not eligible for forgiveness.As we indicated in our previous response dated June 13, 2016, there is no designation of fault associated with a homeowner claim, unlike automobile policy losses.[redacted], thank you for contacting us. We appreciate the time you allowed us to provide for your insurance needs. Again, I am sorry that we have lost you as a customer. 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 UnitTele: [redacted]Fax: [redacted]Attachment

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]

RE: Homeowner Quote
Dear Mr. [redacted],
This is in response to your February 26, 2015 correspondence to the Revdex.com regarding the telephone call you received concerning a recent homeowner quote. I appreciate the opportunity to respond to you and apologize for the...

inconvenience this matter has caused. We value your personal privacy and appreciate your willingness to share your experience.
We have affiliations with third parties (including insurance brokers) and receive referrals when potential customers are seeking insurance quotes. Although I am unable to speak for the company who contacted you, today I removed your name from our contact list so you should not receive any telephone calls directly from Liberty Mutual Insurance.
In addition, I am currently researching the source of your referral so feedback may be provided to prevent a recurrence of your concern. If you have any additional information to provide that may assist me with my research, or if you have any additional questions or concerns, please feel free to contact me directly. I will be happy to assist you.
Sincerely,
[redacted] Customer Care Specialist
Customer Care Unit
Personal Insurance Distribution Operations
Tele: ###-###-#### | Fax: ###-###-####

RE:  Personal Automobile Policy: [redacted] Consolidated Insurance Company/ NAIC: [redacted]Dear Mr. [redacted],This is in response to your additional correspondence to the Revdex.com regarding your automobile policy. I appreciate the opportunity to further reply.I regret the promotional mailer continues to cause you frustration. Our advertising refers to an average savings based on customers who switched to Liberty Mutual Insurance and stipulates that individual premiums and savings may vary. The concerns should be rectified with the removal of you and Ms. [redacted]’ name from the mailing list. Accusation of intent to falsely advertise is inaccurate and inappropriate, as we have already explained how we received your name and action taken to cease additional mailings.As previously mentioned, the savings advertised in the mailing have already been factored into your premium. You are receiving many vehicle level discounts, including your hybrid vehicle discount, vehicle safety, and anti-theft devices. Additionally, there are policy level discounts which include your [redacted] Alumni Association discount, Early Shopper, Paperless, New-to-Liberty, and New Move discounts.Regarding the removal of your previous vehicle, I amended the policy to remove the 2005 [redacted] effective November 6, 2016. The loss occurred on October 6, 2016 and the rental vehicle was returned on November 5, 2016. Prior to receiving this request, the vehicle was removed from the policy effective December 20, 2016. As a result of the policy amendment, an additional $61 credit was applied to the policy which adjusted the current balance due to $1,166.Mr. [redacted], I hope that I have addressed your additional concerns today. If you have questions unrelated to this matter, please feel free to contact me directly. I will be happy to assist.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]. . 
 
As I stated in my complaint I want the charges removed from my account. I will not be paying your fee as you did not respond accordingly nor in a timely manner and that is what caused the delay in canceling my policy  I was waiting on your representative to get back to me because they wanted me to wait and see if they could give a better rate. Also most important dissappointments  was the customer service we received!!!Regards,
[redacted]

This is in response to your March 24, 2015 correspondence to the Revdex.com. I appreciate you taking the time to speak with me on March 25, 2015 regarding your previous homeowner policy. Please accept my apology for the delay in your refund. I regret the inconvenience this matter has...

caused.
This policy renewed effective May 27, 2014 and cancelled at your request effective February 20, 2015. A $358 refund check issued to your residential address on February 17, 2015 reflecting the credit balance after the cancellation.
On March 14, 2015 you contacted our customer service department to inquire about the status of the refund check as you had not yet received the check. A stop payment was placed on the February 17, 2015 refund check and the check was re-issued to the same address on March 17, 2015.
After speaking with you on March 25, 2015, I placed a stop payment on the March 17, 2015 refund check as you advised you still had not received the check. At your request, a $358 Automated Clearing House (ACH) refund was issued to your bank account on March 30, 2015. Please allow 3-5 business for receipt.
Ms. [redacted], we are sorry to have lost you as a customer. Please feel free to contact me with any additional questions or concerns. I will be happy to assist you.

RE:  Personal Automobile Policy: [redacted] (Snowmobile) Personal Automobile Policy: [redacted] (ATV)American States Preferred Insurance Company/NAIC: [redacted]Dear Mr. [redacted],This is in response to your March 9, 2017 correspondence to the Revdex.com regarding...

your snowmobile policy. I appreciate the opportunity to reply. Please accept my apology for the delay in processing your cancellation. Our goal is to provide exceptional service. I regret that in this instance we did not follow through. We will review what we could have done differently to ensure a positive experience.The snowmobile policy initiated August 5, 2015 and is currently being cancelled effective the renewal date, August 5, 2016 at your request.  Since the policy remained active with no payment, the policy cancelled for non-payment of premium and the amount due was forwarded to collections on February 27, 2017. Once the cancellation is processed, [redacted] will be notified that this policy reflects a zero balance. There was no adverse credit reporting as a result of the prior collection activity.Additionally, the cancellation of the policy insuring your All-Terrain Vehicles (ATV) was delayed as we did not previously receive your acknowledgment that the policy would be cancelled without refund. Please contact me directly at [redacted] or at the telephone number below to provide this acknowledgment so that I may finalize the request to cancel the ATV policy effective August 23, 2016, per your original request, which corresponds with the date you obtained new coverage.Mr. [redacted], thank you for reaching out. We are sorry to have lost you as a customer. If you have any further questions or concerns, please contact me and I will be happy to assist you. Sincerely,[redacted]Associate Customer Care SpecialistCustomer Care UnitPhone: ###-###-####  Fax: ###-###-####

Dear Mr. [redacted],This is in response to your January 19, 2015 correspondence to the Revdex.com regarding your automobile policy.  I appreciate the opportunity to respond to your concerns.  This policy initiated effective October 16, 2010, subsequently renewing each year, most...

recently October 16, 2014.  At the policy inception, you were issued a new business packet on October 7, 2010 which included the applicable short rate provision:If the policy is cancelled by you or by law, you will get a refund which is less than proportional to the time involved.  It will be based instead on a short rate table which compensates us for our expenses in servicing your policy.This policy was cancelled effective December 23, 2014 at your request.  A $21.74 refund issued to you December 29, 2014 based on the short rate cancellation provision applicable to this policy.  There is no further refund due.  Mr. [redacted], we regret your decision to cancel this policy and are sorry to have lost you as a customer.  A billing history is enclosed for your review.  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: [redacted] Fax: [redacted]Enclosure

Dear Ms. [redacted], This is in response to your additional correspondence to the Revdex.com. As indicated in my prior response, premium quotes are estimates based on the information provided and the date prepared. I regret after spending so much time entering your information online you were directed to contact a sales agent. It was not our intention to disappoint you; however it was necessary to obtain additional information to finalize the premium. Regarding our advertising, our goal is to build unaided awareness, increase product knowledge, and grow consideration of Liberty Mutual products. Growing our business is key to maintaining the financial strength needed to be there for our customers when they need us most. Advertising not only reminds existing customers about our business but helps us distinguish ourselves from our competitors. In addition, our commercials indicate Accident Forgiveness is available to qualified customers and certain conditions or eligibility requirements apply. Your correspondence indicated we do not accept customer with accidents; however, this is not accurate. Your Motor Vehicle Report is reviewed and any incidents on your driving record within the 36 months immediately prior to the policy effective date are considered in determining your premium. Since there was an incident during this time frame, your premium was adjusted accordingly.  We always welcome feedback and suggestions as it is helpful in our continued efforts to better serve our customers. While we appreciate your concern, Liberty Mutual Insurance has been committed to providing quality insurance for over 100 years. The premiums we charge are the rates needed to ensure we meet our financial obligations to all our Georgia customers.  Ms. [redacted], I regret my response could not be more favorable. 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]

RE:      Personal Automobile Policy: [redacted]             Liberty Mutual Fire Insurance Company / NAIC: 0111-23035                      Dear Mr. [redacted],This is in response to the December 21, 2015 correspondence to the Revdex.com.   I appreciate the opportunity to further respond.After we spoke on December 17, 2015 your concerns were redirected to my manager for handling since you requested further escalation. My manager attempted to contact you on December 18, 2015; however, you elected not to continue the conversation with her and disconnected the call.Prior to your request for a manager call back, I attempted to resolve your concern by adding GAP coverage effective November 13, 2015, the same date the 2015 [redacted] was added to the policy.  Please note that in accordance with your policy provisions, you have coverage that automatically extends to a newly acquired vehicle for up to thirty days.  You are not required to immediately add a vehicle to your policy on the date you acquire it from the dealership.However, since the effective date of the transaction continues to be a concern for you, I further reviewed this matter with my manager.  If you are able to provide the lease agreement dated November 2, 2015 we will amend the policy to change the effective date of the addition of the 2015 [redacted] and GAP coverage to November 2, 2015.  This will require voiding all the transactions that were processed after this date and reprocessing the changes.  If this is the option that you want us to consider, please send this document by facsimile to [redacted], email to [redacted] or mail to [redacted]. Mr. [redacted], if you have any other questions or feedback to share, please also do not hesitate to contact me. I will be happy to assist you.Sincerely,[redacted]                            ...⇄ Associate Customer Care SpecialistCustomer Care Unit Personal Insurance Distribution Operations Phone: [redacted]  Fax: [redacted]

Dear Ms. [redacted],
This is in response to your April 24, 2015 correspondence to the Revdex.com regarding your previous automobile policy. I appreciate the opportunity to respond to your concerns.
You also contacted the [redacted] Bureau of Insurance with the same concerns. I mailed...

you a copy of our May 18, 2015 response under separate cover. Below is a summary of what transpired since the April 29, 2011 renewal date:
This policy initiated effective April 29, 2010 and renewed effective April 29, 2011. Renewal documents issued to you March 29, 2011 for the April 29, 2011 renewal. The annual premium was $1,791.
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 policy. The address was therefore changed to reflect the physical and mailing address applicable to your tenant policy ([redacted], [redacted]) effective the April 29, 2011 renewal. The annual premium was adjusted from $1,791 to $2,036. 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 premium. Changes during the policy term that may result in a premium increase or decrease include, but are not limited to, changes in:
1. The number, type or use classification of insured vehicles;
2. Operators using insured vehicles;
3. The place of principal garaging of insured vehicles;
4. Coverage, deductible or limits.
You contacted our customer service department May 15, 2011 regarding the address change. We advised you this change was completed in accordance with the above policy provisions. You stated you did not agree with the address change as you were splitting your time between two locations. Liberty 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, 2011 advising a minimum payment of $382.64 was required prior to October 19, 2011 to prevent cancellation of this policy. You were also verbally advised numerous times by our customer service department between October 11, 2011 and October 18, 2011 of the payment requirement to prevent cancellation. No payment was remitted and this policy therefore cancelled for non-payment of premium effective October 19, 2011.
After cancellation, a $245.22 bill issued October 25, 2011 due November 14, 2011 reflecting premium due for coverage provided through the October 19, 2011 cancellation date. An email was issued to you November 15, 2011 advising you to remit the $245.22 payment to avoid collection activity. The $245.22 payment was not received and the balance was referred to collections December 5, 2011.
Liberty Mutual Insurance uses a third party vendor, Credit Collection Services (C.C.S.), to secure past due premium owed for cancelled policies. Policyholders are referred to C.C.S. when their policy has cancelled and the balance is not paid within 21 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 closed. However, our records do not reflect a prior request from you to cancel this policy. In fact, our customer service department spoke with you October 18, 2011 (the day before the October 19, 2011 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 $245.22 balance due appropriately reflects the premium owed for coverage afforded through the October 19, 2011 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