Advanced Mechanical Corp.

February 18, 2016To:                   Revdex.com Complaint ResponseRe:                   [redacted]Date of Injury: ...

01/03/2016eStar Case#:    [redacted]Attn:  To Whom it May ConcernMs. [redacted]’s claim was assigned to a new adjustor on February 10, 2016.  The new adjustor has since been in contact with Ms. [redacted] and has resolved all outstanding issues regarding her indemnity and medical benefits.  If you would like to discuss further, please feel free to call me at [redacted].Thank You,[redacted] | Claims Team Manager Liberty Mutual Insurance/Helmsman Management ServicesCommercial Insurance Claims Workers’ Compensation – [redacted], IL(P) [redacted] (P) [redacted] Ext [redacted]  (F) [redacted]Mailing address: [redacted]

Dear Mr. [redacted],This is in response to your February 12, 2017 correspondence to the Revdex.com regarding your flood policy. I appreciate the opportunity to reply. Liberty Mutual writes flood insurance through the National Flood Insurance Program (NFIP) in which we are obligated to...

adhere to the rules and regulations issued under the National Flood Insurance Program Act of 1968. Those rules and regulations govern how policies are rated as well as what portions of the buildings and contents are covered under the policy.As you stated, on July 25, 2016, you contacted Liberty Mutual to cancel the above flood insurance policy. A Letter of Map Amendment (LOMA) was provided on July 27, 2016 showing the structure being insured on the flood policy was no longer located in a Special Flood Hazard Area (SFHA). NFIP cancellation guidelines require a signed cancellation request by the insured along with a letter from the lender advising that flood insurance is no longer required due to the structure is no longer located in a SFHA for cancellation reason code 19. The signed cancellation request and lender letter were not received until October 20, 2016. The policy renewal processed for the 2016-2017 policy term on September 6, 2016. Per NFIP Cancellation guidelines, the policy was not eligible to be cancelled as the effective date of the LOMA (June 27, 2016) was more than 60 days prior to the current policy term (September 1, 2016- September 1, 2017) effective date.On February 2, 2017, we advised you the current policy could be rewritten into the Preferred Risk Program (PRP). The policy was then cancelled and rewritten to the PRP ([redacted]) on February 2, 2017 at your request. On February 13, 2017, a $775 refund was mailed to you at [redacted].Mr. [redacted], thank you for reaching out.  I enclosed copies of the manual sections referenced in my response for your records. If you have any additional questions, please feel free to contact me directly.Sincerely,[redacted]Associate Customer Care UnitCustomer Care Specialist[redacted]  [redacted]
Enclosures

Dear Mr. [redacted],This is in response to your additional correspondence to the Revdex.com.   I have been asked to further respond.  The credit for completing the Parent-Teen Driving Contract will remain on the policy for an operator who is under the age 20 and has agreed to sign a contract with his/her parent/guardian. However, we are unable to continue the TeenSmart discount if the appropriate requirements have not been met within 60 days.  While we regret the inconvenience and any miscommunication regarding the discounts we offer, please understand that there is no flexibility with the premiums we charge.Mr. [redacted], if you have any other questions or feedback to share, please 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 May 14, 2015 correspondence to the Revdex.com regarding your previous automobile policy. I appreciate the opportunity to respond to your concerns. Please 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, 2015 and cancelled at your request effective May 9, 2015.
You previously selected payroll deduction as your preferred billing method. Due to the remittance process on some payroll accounts, it is normal to have a delay between our request for payment and the payment being applied to your policy. At the time of cancellation, your policy balance was $8,154. After cancellation, a $7,252.16 pro-rated credit was applied to the policy balance for the unused portion of the policy term and the balance due was adjusted to $901.84.
We received two payments of $453 from your employer on May 21, 2015 and June 1, 2015. A refund check will issue to you for $4.16 reflecting the credit owed through the May 9, 2015 cancellation date. Please allow 7-10 business days for receipt.
While we appreciate your concern, we are unable to refund you the $453 deducted from your paycheck on May 15, 2015 as only a $4.16 refund is due.
Ms. [redacted], we are sorry to have lost you as a customer. I enclosed a billing history for your review. Please feel free to contact me directly 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: ###-###-#### | 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].
I would like to make final payment but have not been able to contact [redacted] for make the final payment.  Once I do this I will accept this response.
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. 
[redacted] from Liberty Mutual did contact me and requested the additional information.  I did fax her the additional information that she wanted on June 8th in which that is the day she told me to sent it since she said she was going to be out of the office last week.  I received a message from her today June 9th that now  wanted to know if I had any pictures of the before and after pictures. Liberty had someone come out and take pictures of all of my things including my furniture and a person name [redacted] had those pictures at Liberty.  This is ridiculous and is stressing me out I complied to what they need and it is never enough they keep wanting more.  This was not my fault that this happened to my furniture it was the company that is insured with Liberty Mutual. As. of 2:04 pm today I have not had a response from Liberty since I left a message this morning with [redacted] telling her that she should have those pictures.  I feel like they are just trying to dray their feet in hopes that I will just say forget it.
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 was not made aware of the illegible fax until 1-16-15, 8 days after it was sent. I then provided a copy of the title and lien release the same day(1-16-15).   Confirmation of the document's reception has not been provided, nor have subsequent emails been returned. Prior to these events the information is false. The date of offer acceptance was 12-20-14.  Even this was after months of emails and phone calls with no response.
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. 
The response from [redacted] which...

says:  "While we appreciate Mr. [redacted]’s request, our surveys are produced by an outside vendor and participants are selected at random.  As such, we are unfortunately unable to send him a survey regarding his experience." is not true.  Please have [redacted] reveal what is really going on with that company and have them send me an email with the truth.
Regards,
[redacted]

Dear Mr. [redacted],
This is in response to your July 13, 2015 correspondence to the Revdex.com regarding your previous policies. I appreciate the opportunity to respond to your concerns. Please accept my apology for any miscommunication that may have occurred regarding your eligibility...

for the Multi-Policy (Account) discount when initiating an automobile policy.
There is never an acceptable reason for poor customer service. Your willingness to share your experience is helpful in identifying areas where we are not consistently meeting our service standards or our customers’ expectations. Feedback has been provided to the appropriate management to review and address in an effort to improve our service in the future.
On June 25, 2015 we initiated an automobile policy for you effective June 26, 2015 with an annual premium of $1,501. On June 26, 2015 you contacted us to advise you initiated an automobile quote online, which was less than your current policy premium. Your June 26, 2015 policy cancelled effective June 27, 2015 at your request, and a new automobile policy was initiated effective June 27, 2015 with an annual premium of $1,287.
In your correspondence, you mention bait and switch tactics between our online quoting system and our licensed telephone agents. Our internet quoting system allows users to enter their personal information, details regarding their automobiles, and to select their own coverage limits independent of the involvement of a sales representative. The primary reason your online quote was lower than the initial policy quoted was due to the inclusion of a Multi-policy discount.
Although you are eligible for an Account or Multi-policy discount for your active life policies, in order to qualify for this discount on your automobile policy for a homeowner policy you must have an active policy insured with Liberty Mutual for your primary residence with you listed as named insured. Our records do not reflect you have an active policy insured with us under your name for your residence at [redacted]; therefore you are not eligible for the Multi-policy discount.
A policy correction was implemented on July 13, 2015 to remove this discount retroactive to the June 27, 2015 inception date. Your annual premium adjusted from $1,287 to $1,475 and a Declarations page reflecting this change was issued to you.
While we appreciate your concern, and regret this error was not caught previously when we reviewed the internet quote with you, we have been consistent with our response that we are unable to include the Multi-policy discount on your automobile policy as we must charge the appropriate premium for the coverage afforded.
Our records reflect the manager of my team, Ms. [redacted], previously reached out to you by email yesterday and requested that you telephone her directly if you would like to further discuss your concerns. Her telephone number is ###-###-#### and office hours are 8:00 a.m. through
4:00 p.m. Pacific Time.
Mr. [redacted], you are a valued customer and I regret my response could not be more favorable. If you have further questions or concerns, please also 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: ###-###-####

Dear Ms. [redacted],This is in response to your additional correspondence received through the Revdex.com regarding the balance due on your automobile policy. While our position remains that a refund is not owed, I hope the additional details provided will clear up any misunderstanding.Regarding the payment history of the policy, there was no shortfall when you moved from direct bill to Electronic Funds Transfer (EFT) upon the December 4, 2012 renewal. The prior year you paid in semi-annual installments and the policy was paid in full by May 25, 2012 with your second semi-annual payment of $1,251.50.Your policy renewed effective December 4, 2012 with an annual premium of $2,574 and your billing method continued to be direct bill on a semi-annual basis. A $1,287 bill issued to you November 5, 2012 for the first six month’s premium due ($2,574 divided by two). However, we spoke with you on November 21, 2012 and you requested a billing method change to EFT.With EFT billing, customers may select a withdrawal date of their preference. The withdrawal will process on the same day each month (weekends or holidays may delay processing). Before the EFT began, we accepted a $214.50 payment which was credited to the policy balance November 23, 2012. Your balance due adjusted to $2,359.50. Since you selected a withdrawal date of the 4th, we advised the remaining balance could be paid in eleven $214.50 installments ($2,359.50 divided by eleven) with the next withdrawal occurring January 4, 2013 and last withdrawal on November 4, 2013. However, when we received your EFT Authorization Agreement form, you selected a withdrawal date of the 1st. The withdrawal date change allowed twelve remaining installments instead of eleven during the policy term. Your payments were therefore $196.63 ($2,359.50 divided by twelve instead of eleven). Your first EFT payment was scheduled January 1, 2013 (the holiday delayed processing) and credited to your policy balance January 6, 2013 and final payment for the policy term scheduled December 1, 2013 (credited to the policy balance December 4, 2013).This began the billing in arrears. At each renewal your first renewal payment was scheduled January 1st and final payment scheduled December 1st – which continued through your last payment on December 1, 2016.  Your policy renewed on December 4, 2013 with an annual premium of $2,718. Your first payment credited to the policy balance January 6, 2014 was $226.50 ($2,718 divided by twelve). We added an Advanced Defensive Driving Course discount which resulted in a $236 credit applied and revised balance due of $2,255.50 ($2,718 - $226.50 - $236). Your eleven remaining installments scheduled February 1, 2014 through December 1, 2014 were adjusted to $205.05 ($2,255.50 divided by eleven) with the final payment adjusted $.05 to equal the total premium due. You referenced a payment in the amount of $205. This was the final payment due for the 2013 policy term processed on December 1, 2014 and credited to the policy balance on December 3, 2014.When your policy renewed December 4, 2014 your annual premium was $2,724. Your payments in January and February were $227 ($2,724 divided by twelve). An adjustment to your annual mileage resulted in a credit of $132 and revised balance of $2,138 ($2,724 - $227 -$227 - $132) and reduced your ten remaining installments to $213.80 ($2,138 divided by ten). In 2015, your payments were $229.50 throughout the policy term from January – December based on your premium of $2,754 ($2,754 divided by twelve) with the final payment processed on December 1, 2016.Lastly, I spoke with the agent regarding the email you referenced. It is my understanding the email provided confirmation of the cancellation and advised since the policy was cancelled at renewal, there was no balance owed for the renewal policy, effective December 4, 2016. However, the payment of $229.50 received on December 1st was to fulfill the prior year’s premium.  Ms. [redacted], I trust my detailed response answers all your questions and we can consider this matter closed. We appreciate the time you allowed us to provide for your insurance needs and wish you the best in your future endeavors.Sincerely,[redacted]Associate Customer Care SpecialistCustomer Care Unit[redacted]  [redacted]

RE:      Promotional Mailings   Dear Mr. [redacted],   This is in response to your March 3, 2017 correspondence to the Revdex.com regarding the recent promotional mailing you received. I appreciate the opportunity to respond.   I regret the...

circumstances that prompted your contact and apologize that you were advised that we could not remove you from receiving future promotional mailings. We value you as a customer and appreciate your willingness to share your experience as it is helpful in identifying areas where more attention can be placed to ensure a positive experience with our current customers.    To prevent you from receiving additional offers such as this in the future, I removed you from our mailing list. In the unlikely event any mailings were pre-scheduled prior to today, there may be a final issuance of promotional material from us in the next 6-8 weeks.   Mr. [redacted], thank you for contacting us. I hope that I have addressed your concerns today. If you have any additional questions, please reach out.  I will be happy to assist you.   Sincerely,   [redacted] Associate Customer Care Specialist Customer Care Unit T: [redacted] | F: [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. 
[The main issue I have with Liberty Mutual is the fact that both my attorney and I, have had issues that could've been resolved a lot quicker if [redacted] would've been available to answer her phone or at least returned our calls in a timely manner. Why am I being punished because there was additional damage done to my vehicle by paying for the remaining time I've had the rental car during the repairs? I've contacted the body shop about sending a supplemental report for the remainder of the damages, and they are reluctant to do so because they believe they will not be paid for repairing of the supplemental damages, because both my attorney and I were unable to get in contact with [redacted] to get approval for the repairs. Then after the repairs were done, I still was unable to return the rental vehicle due to inclement weather (even if I wanted to return the vehicle during that time, Enterprise was closed as well), why should I then be punished by paying for the additional time I had the rental for something I cannot control like mother nature?Everyday that we are unable to get in contact with the adjuster is an additional day I have to pay for (because of bad business between a consumer and Liberty Mutual's ability to process claims), when I have no idea of what the status is of the claim is because we are unable to get in contact with the adjuster.As of 03/25/2015, I was told that the burden of proof lied in my hands, that I needed to prove that my transmission was damaged as a result of the accident.Then on 03/26/2015, I received a call saying that Liberty Mutual will be sending an appraiser out to look at the damages done to my transmission.So as of today, 03/27/15, I've paid for an additional rental car day, and now it's going into the weekend, and now I have to pay for those days as well. I'm having to pay for each and everyday that Liberty Mutual drags their feet to make a decision. Why can't we just get answers in a timely manner, instead of making a consumer pay for rental car fees, for each day they are reluctant to make contact with those involved in a claim? A reasonable amount of time, I would say would be 24-48 hours, not weeks. We've gone above and beyond to receive answers by calling and demanding to speak to supervisors and leaving messages. I've also talked to another adjuster in the office, who literally said, "[redacted] sucks at doing her job.", he then said he would've been handling the claim a whole lot differently.I do not agree with having to pay for the rental car, during the time that Liberty Mutual is dragging their feet to make contact with me/my attorney to let us know what their decision is. Something must be done about Liberty Mutual's policy and making contact in a timely manner with consumers involved in their claims.]
Regards,
[redacted]

Dear Ms. [redacted],This is in response to your additional correspondence to the Revdex.com.  I appreciate the opportunity to further respond.  I attempted to contact you by telephone on August 5, 2016; however my attempt was unsuccessful. I regret that you continue to have unresolved concerns regarding the cancellation of your automobile policy.  After sending my prior response, I was able to locate the divorce decree.  I apologize that this was previously missed. After receiving your additional correspondence, I reviewed the policy and our records reflect on October 4, 2012 Mr. [redacted] agreed to remove himself and the 2000 [redacted].  Since the divorce was not yet finalized we advised that he would need to remain on the policy.  As I have previously indicated, we attempted to reach him both by phone and mail and have been unsuccessful. In order to cancel this policy we would need to have documentation reflecting the 2001 [redacted] was only in your name.  If you can provide a bill of sale, title or vehicle registration, then I would be happy to cancel the policy.  You may forward the required information to me by facsimile to [redacted], email attachment to [redacted] or mail to [redacted].  Once received, I will cancel the policy for the date specified.  I understand the frustration you are dealing with trying to resolve this matter; however we must confirm that we are not leaving a policyholder uninsured when we can cancel the policy.  You indicated that you will not make another payment, once the policy is cancelled, you will either be issued a refund or a bill for the balance remaining. Ms. [redacted], I regret the inconvenience this matter has caused.  If you have any further questions or concerns, please contact me directly.  I will be happy to assist you.Sincerely,[redacted]Associate Customer Care SpecialistCustomer Care UnitPhone: [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]. . 
 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Dear Mr. [redacted], This is in response to your May 5, 2017 correspondence to the Revdex.com. I am truly sorry to hear you decided to cancel your policy. However, the balance owed is appropriate and unable to be waived. With that said, I appreciate the opportunity to respond and hope to...

provide the clarity you are looking for.First of all, regarding your premium, while we always strive to give our customers the best price possible, sometimes factors like increasing costs of repairs, medical expenses, and extreme weather call for a review of our prices. While there is no universal rate charged by all insurers, we try to distinguish ourselves with the quality of service and products we offer. We regret your decision to leave us was due to the policy price.With respect to your comparison of the prices offered by other carries, each insurer calculates its own rates in accordance with their own rating practices and this is based on past loss experience and expenses. The collective loss experience for each carrier may differ even within the same geographic area. Liberty Mutual Insurance has been committed to providing quality insurance to our customers for over one hundred years. The prices we charge are the rates needed to ensure we fulfill our long-standing commitment to our Nevada customers and provide them with the peace-of-mind knowing we have the financial backing to protect them in the event of a covered loss.In response to the balance owed, I will provide a little background. Your automobile policy was created on March 3, 2015 and subsequently renewed each year.  Prior to the cancellation, your policy renewed most recently on March 3, 2016 with an annual premium of $1,935. You elected monthly Electronic Funds Transfer (EFT) as your preferred method of payment with a withdrawal date of the 30th. With this billing method, there are twelve payments scheduled to pay the annual premium in full. Your first payment was scheduled March 30, 2016 and final payment February 28, 2017. We received eleven $161.25 payments (March – January) and your balance adjusted to $161.25. A $161.25 payment was received on February 28, 2017; however on March 14, 2017 this payment was later returned unpaid by your financial institution. Since the payment was returned a $25 returned payment fee was added to the policy and your balance was adjusted to $186.25. A $191.25 bill ($185.25 policy balance + $5 bill fee) issued on March 14, 2017 due April 3, 2017. As we did not receive your final payment, we forwarded the $191.25 balance to a third-party collections vendor, [redacted], which is how all unpaid balances on cancelled policies are managed at Liberty Mutual. This course of action is one we must take when we do not receive final payments on cancelled policies. As a courtesy we waived the $25 returned payment fee and $5 bill fee and your balance has been adjusted to $161.25. I attached a billing history confirming the payments received and balance due. As long as the $161.25 balance owed is paid or resolved with us directly or with [redacted]. on our behalf, your credit will not be affected.In regard to your desired settlement, your policy was active for twelve months (March 3, 2016 through March 3, 2017), yet we only received eleven monthly payments. We billed you for the remaining balance and sent you reminders to remit payment; however, we did not receive a response. The $161.25 balance remains due and we unable to waive as it appropriately reflects the balance due for coverage afforded. Mr. [redacted], thank you for contacting us with your billing questions. Again, I am sorry you have decided to cancel your policy. 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 UnitPhone: [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] I have rejected this response however I did receive a call from [redacted] case manager on Wednesday letting me know that all the days that were not approved at that time has been approved no other contact is needed Thank You for all the hard work

Safeco Insurance Company of [redacted]I am responding to your March 19, 2015 inquiry. We reviewed our records associated with the customer’s complaint.  Although we have no record of the customer’srequest to cancel the policy, we were able to confirm that the customer had...

alternative coverage effective November 5, 2013.  Asa result, we are currently processing a refund of the premium paid by the customer’s mortgage company for coverage from November 5, 2013 to December 1, 2014.Thank you for the opportunity to address the customer’s complaint.  Sincerely,[redacted]Lead Compliance Analyst[redacted]

Dear Mrs. [redacted],This is in response to your additional correspondence to the Revdex.com received on February 13, 2015 regarding your refund delay.  I appreciate the opportunity to further respond.We regret your service experience was unfavorable.  Our intention was only to offer you alternatives when you indicated the check we mailed to you and Mr. [redacted] wasnot received.  After the check was reissued January 29, 2015 our records reflect we set the appropriate timeframe expectations and advised you how overnighting the check would not result in expedited delivery.  You continued to contact us on multiple occasions of your own accord after the check was reissued asking us to make exceptions to our implemented procedure including issuing the refund only to you.  I regret any miscommunication if we initially advised you an Automated Clearing House (ACH) refund was an option on February 9, 2015. We were unable to approve your request for an ACH refund as we did not receive confirmation your account is also in Mr. [redacted]’s name  and our records reflect we contacted you the next day to clarify why your request could not be processed.Since we are accommodating your request to have the check redistributed to an office with the capability of issuing the refund by overnight mail, we trust that your concerns will be resolved soon.Mrs. [redacted], I will be happy to assist you if you have further questions.Sincerely,[redacted]Lead Customer Care SpecialistCustomer Care UnitPersonal Insurance Distribution Operationsphone:[redacted] fax: [redacted]

Dear Ms. [redacted],This is in response to your March 3, 2015 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, 2015 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, 2015 with an annual premium of $888.  You selected semi-annual billing as your preferred payment method; therefore, a $444 down payment was secured at the policy inception.  A Declarations page issued to you February 13, 2015 confirming the coverage applicable to this policy.       Upon notification from you that this policy required revision, this policy was cancelled effective February 14, 2015 so a rewritten policy could be implemented effective February 14, 2015 with the changes requested.  A $440 credit card refund issued to you February 25, 2015.  However, upon further review, I amended the cancellation date to February 12, 2015 since you stated you did not intend to initiate this policy prior to February 14, 2015.  An additional $4 credit card refund will be issued to you.  Please allow 3-5 business days for receipt.[redacted]This policy initiated effective February 14, 2015 with an annual premium of $772.  Underinsured motorist coverage equal to your bodily injury and uninsured motorist coverage of $50,000 per person, $100,000 per accident was applicable to this policy as confirmed by the Declarations page issued to you February 13, 2015.  However, this policy was cancelled effective February 21, 2015 at your request.  A $14 bill issued to you February 20, 2015 due March 12, 2015 reflecting premium due for coverage provided through the February 21, 2015 cancellation date.  The $14 balance remains due.[redacted] [redacted]This policy for your primary residence initiated effective February 12, 2015 with an annual premium of $103.  To be eligible for a policy for your rental property, you were advised appropriately February 11, 2015 that Liberty Mutual Insurance must also insure your primary residence.You indicated you received a quote for $98 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 $103.  A Declarations page issued to you February 13, 2015 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, 2015 and a $99 credit card refund issued to you February 25, 2015.[redacted]This policy initiated effective February 14, 2015 with an annual premium of $642 for your rental property.  The $642 annual premium was paid by your mortgagee February 23, 2015.  However, you requested cancellation of this policy effective February 25, 2015.  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, 2015 with an annual premium of $120.  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. [redacted], 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: ###-###-####