Advanced Mechanical Corp.

My landlord gave me the claim number and want me to file the claims against their insurance company which is Liberty Mutual Insurance. I did not sign any agreement with Liberty Mutual Insurance adjuster regarding to my loss . I turn in my loss items list on October 11, 2014 and it on Saturday morning . The police department day is the 14 maybe because the weekend .  Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does 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]

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]

RE:   Homeowner Policy: [redacted] Liberty Mutual Fire Insurance Company/NAIC: [redacted]                              ...

        Dear Mr. [redacted],This is in response to the May 19, 2107correspondence to the Revdex.com.   I have been asked to respond and I appreciate the opportunity.  .  At Liberty Mutual, we always strive to give our customers the best price possible—but sometimes factors like increasing costs of repairs, medical expenses, and extreme weather call for a review of our prices.  To provide some background, your policy initiated June 21, 1995 and subsequently renewed each year, most recently June 21, 2016, and is set to renew on June 21, 2017.  Your upcoming renewal for $5,062 was adjusted to reflect increased coverage for your home.  The dwelling coverage (Coverage A) increased from $144,900 to $146,900 at renewal due to the Inflation Protection endorsement included on this policy.  This endorsement automatically adjusts your dwelling amount, if needed, at each renewal in anticipation of any expected changes in the cost to repair your house as construction and labor costs increase. However, you also receive a credit for having this endorsement on your policy.In review of your concern for reimbursement of prior year’s premiums, our records do not support any refund is due.  Your policy has renewed each year and your premium is appropriate to insure your appropriately insure the specifics of your home. Insurance prices are partially based on the likelihood of future losses and policies written for different customers and residences are not comparable. 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 Michigan homeowner customers. Mr. [redacted], I thank you for reaching out. You have been a valued customer since 1995!  We would be happy to review your policy for any opportunity for savings. You may contact me directly or customer service at [redacted].I will be more than happy to assist you.Sincerely,[redacted]

Dear Mr. [redacted],
This is in response to your May 22, 2015 correspondence to the Revdex.com regarding the quote you received. Please accept my apology for the unsolicited quote initiated by our sales office. We value your personal privacy and appreciate your willingness to share...

your experience as it is helpful in identifying areas where we are not consistently meeting our service standards or our customers' expectations.
You currently have an active tenant policy with us and our sales office initiated a quote on March 31, 2015 to offer you a proposal for an automobile policy. Bundling automobile and homeowner, condominium or tenant policies may result in a favorable premium. As an existing customer, your contact information was already on file.
However, Liberty Mutual Insurance provides training to its sales personnel to provide a full insurance quote only if the request is initiated by the customer and consent is received. Initiating this quote prior to contacting you is not consistent with our implemented procedure. I have notified the appropriate management and taken additional measures to prevent a recurrence of your concern.
Mr. [redacted], you are a valued customer and we regret your experience was unfavorable. Please feel free to contact me directly if you have 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: ###-###-####

The claimant in this case, [redacted], submitted a claim to our insured [redacted] and Company.  The claimant rents a space from our insured to operate a nail salon.  On the date of loss, the claimant alleges that someone from our insured left a door unlocked at...

the adjacent space.  This allowed an unknown perpetrator to enter his space illegally.  The claimant has made different statements regarding whether he was leaving for a trip or just returning from a trip.  In both cases, he contends that he had two suitcases that were stolen.  In the suitcases, Mr. [redacted] alleges there was about $60,000 in clothing per the attachment.  Ironically, when the police department arrived to complete a report for the incident, Mr. [redacted] did not mention the suitcases or the clothing.  It was not until days after the incident that he called the local police department and asked for an addendum to add the additional items.  There have been several inconsistencies in Mr. [redacted]'s story to include reasons that he did not advise the local authorities right away.  Most important in this case is that Mr. [redacted] appears to have only had a minimum limits personal insurance policy for his belongings - in the amount of $20,000.  This, of course, caused him to seek to have the personal items covered under alternate coverage.  However, as part of the lease agreement signed by Mr. [redacted] with our insured, he is required to carry appropriate coverage for his equipment and personal belongings as outlined in Section 18. Tenant's Insurance: At all times during the Term, Tenant shall keep in force at its own expense, with insurance carrier(s) having an A.M. Best rating or its equivalent of A-VIII or better, the following:  - Special Form Cause of Loss Policy insuring an amount equal to at least the 100% full replacement cost of Tenant's betterments, improvements, fixtures, furniture, equipment, (including HVAC systems servicing the demised premises) and all other items of personal property of tenant whether or not located on or within demised premises.  The deductible shall not exceed, $1,000.The lease agreement also reads as follows in Section 19 - Indemnification:-  Tenant covenants and agrees that it will protect and save and keep Landlord forever harmless and indemnified against and from (i) any penalty or damage or charges imposed for any violation of any law or ordinance, whether occasioned by Tenant  or those holding under Tenant; (ii) against and from all claims, loss, cost, damage or expense arising out of or from any act, omission or negligence of Tenant, or Tenant's contractors, licensees, agents, servants, invitees, concessionaries or employees, or arising from any accident or other occurrence on or about the demised premises...In this case, due to the discrepancies in the claimant's account of what happened, his delay in reporting the stolen personal items to the local police department and the clear language in the lease the claim was denied.  The claimant has spoken with numerous adjusters and managers at Liberty Mutual appealing the decision that was made and mentioned that he would continue until he received a different response.  There are numerous notes in his claim file that confirm countless lengthy conversations with Mr. [redacted].  At no time during the investigation was an adjuster or manager rude to Mr. [redacted] or delay giving him a response regarding the current status of his case.  Mr. [redacted] expressed that he did not agree with our decision and this seems to have prompted his desire to pursue this further.  As an insurance company, we have an obligation to each claimant who pursues a claim to fully investigate and make the right decision based on the case facts.  In this case, there was not an obvious obligation on the part of our insured to resolve this claim based on the aforementioned.Attached are copies of the police reports, the list of stolen property and the lease agreement.Please feel free to contact me directly should you have any further questions.[redacted]Claims Manager ###-###-####

Please see attached.

Dear Mr.
[redacted],This
is in response to your October 17, 2015 correspondence to the RevDex.com regarding your automobile policy.  I appreciate the opportunity to respond to your concerns.This
policy initiated effective November 12, 2014.  At the policy inception, you...

selected monthly Electronic Funds Transfer
(EFT) payments as your preferred billing method.  Monthly EFT payments were processed as
scheduled for several months.  However, your
June 11, 2015 EFT payment of $110.45 was returned unpaid by your financial
institution due to non-sufficient funds (NSF) and a NSF fee of $25 was applied
to the policy balance.  On July 13, 2015
we attempted to process an EFT payment for $245.90, which included the payment of
$110.45 due in July, the dishonored payment from June and the NSF fee.  This payment returned as NSF as well, and an
additional $25 fee was added to the policy.In
accordance with the terms of your policy contract we were required to provide
notice before terminating your policy.  A
cancellation notice therefore issued to you July 27, 2015 stipulating a minimum
payment of $270.90 was required prior to August 11, 2015 to prevent
cancellation.  Since payment was not
received, your policy cancelled effective August 11, 2015 for non-payment of
premium.  A final $369.98 bill issued to
you August 18, 2015 due September 7, 2015 reflecting the premium owed for
coverage afforded through the cancellation date.  When payment was not received, this balance
was referred to collections September 28, 2015.Liberty Mutual uses a third party vendor, [redacted]), to secure past due premium owed for cancelled policies.  Policyholders are referred to [redacted] when
their policy has cancelled and the balance is not paid within 21 days of the
final bill due date.In
light of the difficult circumstances you describe in your correspondence, I removed
the $50 in NSF fees.  However, the $319.98
remains due. Payment arrangements may be available through [redacted]  You may contact them directly at their
toll-free number [redacted].  As long
as the balance owed is paid or resolved with us directly or with [redacted] on our
behalf, your credit will not be affected.Mr.
[redacted], if you have any further questions or concerns, please contact me
directly.  I will be happy to assist you.Sincerely,[redacted]Associate Customer Care Specialist, Customer Care Unit Personal Insurance Distribution Operations Phone: [redacted]  Fax: [redacted]

I spoke with [redacted] directly on December 14th, 2016 and she explained the entire case to me. Mrs. [redacted] explained that at the time of the accident the passenger side mirror was taken off, it was a safety issue driving a minivan as she couldn't see down the side and she has two kids...

Confirmed vehicle was not drivable.  Mrs. [redacted] indicated that the shop received the initial sliding door and was dented in therefore they had to order a new door, when the door came it damaged the electrical mechanism on the door which caused further delays.  She returned the rental the same day as the vehicle was repaired. She said that she even got into a smaller vehicle to reduce the amount paid out.  After review of the case Liberty Mutual would honor the amount of $707.97 which was the full payout for her rental vehicle.  Payment was made directly to Mrs. [redacted] on December 15th, 2016 to her home address.If you have any further questions, please contact me at [redacted] - Claims Team Manager[redacted] ext. [redacted]

The alleged incident involving [redacted] took place on 3/26/14 at a [redacted] location in [redacted], PA. [redacted]’s claim team mailed a letter to Liberty Mutual’s insured on or around 5/27/14 and our insured reported the claim to us on 6/3/14. Mrs. [redacted] claimed that...

one of the entrance doors closed on her arm and she sustained a minor injury which required 1 emergency room visit on the date of incident. Her insurance carrier paid $732.69 for exam. The adjuster handling the claim for Liberty Mutual called and spoke with Mrs. [redacted] on 6/4/14. The handling adjuster completed his liability within 2 weeks and began the process of obtaining her medical records to evaluate her claim. A settlement offer was given on 8/4/14 over the phone and in writing. Follow-up calls to the complainant were made on 8/22/14, 9/18/14. The Liberty Mutual adjuster sent a follow-up letter dated 12/16/14 to further discuss resolving her claim. Liberty Mutual did not hear back from her until we received the notice from the Revdex.com. Liberty Mutual contends that the adjuster evaluated the claim properly when you account for the liability and damage issues that exists with herclaim. Ms. [redacted] can contact the handling adjuster or his manager if she wishes to discuss her claim further. His manager is [redacted]l and he can be reached at [redacted].

The customers allegations are not supported by the conversation our insured's representatives had with the vets that examined/treated [redacted] (Dr [redacted] & Dr [redacted]), therefore our position stands.  Furthermore, it is the customers duty to ensure any treat given to their pet is done so in the appropriate portion to prevent any risk of harm.  While this was likely unintentional, had this taken place, we are confident this unfortunate incident would not have occurred.While we understand the customer is not pleased with our decision, there is no evidence at this time that the product was the primary cause of [redacted]'s illness.  As previously mentioned, we are happy to revisit the case upon receipt of any new documentation supporting her allegations.

Dear Mr. [redacted],This is in response to your additional correspondence to the Revdex.com regarding the cancellation and billing on your automobile policy. I appreciate the opportunity to further respond to your concerns and apologize for the delay you experienced with the cancellation.Since my previous response, we have received the Notice of Transfer (2A) form from your current insurer in order to properly cancel the policy.  The policy has been cancelled effective August 23, 2016.  Attached are the billing histories since policy inception, August 18, 2014, through the cancellation date, August 23, 2016. The $387.11 final bill issued on April 3, 2017 due April 23, 2017.Mr. [redacted], thank you for reaching out. If you have any unaddressed questions, 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]
Enclosures

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 spoke with [redacted] in Liberty Mutual underwriting this morning.  She agreed to drop the requirement on the railing on the flat roof on the fallout shelter which was mistakenly identified as a deck.  She also said that as soon as my new roof is completed I may reapply for a new policy, so once that new policy is approved I will accept your response.  
Regards,
[redacted]

Dear Ms. [redacted],
This is in response to your September 21, 2015 correspondence to the Revdex.com regarding your automobile policy. I have been asked to respond to your concerns and appreciate the opportunity.
This policy initiated effective October 17, 2014 and is scheduled to...

renew effective October 17, 2015.
At Liberty Mutual, we are very serious about our obligation to offer our policyholders a competitive premium while remaining financially secure. Maintaining this balance means we must periodically review our rates and make necessary adjustments. Some of the factors that impact overall rates include the increasing costs of vehicle repairs, medical expenses, the frequency and severity of claims, and our collective loss experience in the state of Colorado.
Another factor is the percentage amounts of your Early Shopper, New Move, and New to Liberty Vehicle were decreased with your October 17, 2015 renewal. Although these discounts are applicable for several years, the percentages allotted for these discounts decrease each year as your policies age.
In addition, prior to your October 17, 2015 renewal, we obtained the most up-to-date information regarding the operators’ driving histories. A review of this information indicated that Mr. [redacted] received a violation for operating a vehicle in unsafe conditions on January 2, 2015. This violation was also a factor in your premium determination.
You indicate in your correspondence that your policy includes Accident Forgiveness January 2, 2015 accident should therefore be forgiven. To date, the accident is not reflected in your loss history. In addition, Accident Forgiveness does not apply to violations. Also, with the recent violation, this policy is no longer eligible for Accident Forgiveness. In order to qualify, the following criteria must be met:
    • Every experienced operator on the policy must be a full five years clean for the most recent five year period.
    • At least one operator on the policy is licensed for at least five years.
    • No accident was forgiven by Liberty Mutual during the last five years.
Due to Mr. [redacted]’s January 2, 2015 violation, he does not have five or more years of clean driving history. Therefore, this policy no longer qualifies for Accident Forgiveness effective the October 17, 2015 renewal. While we regret any misunderstanding, our commercials indicate Accident Forgiveness is available to qualified customers and certain conditions or eligibility requirements apply.
In summary, your driving history is only a single factor in your premium determination. While the violation was a factor, it was not the sole factor. There are multiple other factors considered. While Accident Forgiveness is offered to qualified customers, it does not apply to violations and the eligibility criteria have to be met. The premiums we charge are the rates needed to ensure we meet our financial obligations to our Colorado automobile customers.
Ms. [redacted], you are a valued customer and we thank you for allowing us to provide for your insurance needs. If you have further questions or concerns, please contact me directly. I will be happy to assist you.
Sincerely,
[redacted]
Customer Care Specialist
Customer Care Unit
Personal Insurance Distribution Operations
Tele: 1-[redacted] | Fax: 1-[redacted]

The above claim was received into our office on September 15, 2015. Contact attempts were made on 9/17/2015 and 09/24/2015.  A contact letter was mail to the claimant on 09/24/2015. A statement was taken from the claimant on October 06, 2015 wherein the claimant states that she was getting...

lunch with her coworkers and walked to the restroom.  While exiting the restroom she slipped on a rug and alleged that there was water underneath it.  After attempts to contact the insured to collect documents, an investigator was assigned and claimant was made aware.  The final report came in and claimant was contacted and made aware of the possible denial on 01/21/2016.  At that point the claimant provided additional information.  The last email correspondence with the claimant was on 01/11/2016.  A voicemail was received and responded to on 03/28/2016 and claimant did not answer the phone.  A denial letter was sent the same day.  All contact attempts by the claimant were responded to with a phone call or an email response.  Tell us why here...

Ms. [redacted], Please find our response to this matter enclosed. [redacted]Sr. Business Analyst, Claims ComplianceSafeco General Agency, Inc.,                   Managing General Agent for Home State County...

Mutual Insurance Company

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 # 12108869.
[I would have accepted that I owed this amount had that been communicate to me at the time of cancellation. Due to the lack of information given to me, I was unable to make a completely informed decision regarding the cancellation process. I could've decided to cancel sooner and not had to pay nearly as much, I could've waited until the payment was drafted to cancel, or I could've possibly found a reason to stay but that was not the case and that is why I reject this response.
Regards,
[redacted]

Revdex.com Response

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].  
the response from Liberty Mutual did not adaquqtely explain why the policy premiums increased over $800. Over the past 3 years for the auto, when  there should not have been an inc. due to accident forgiveness . The same goes for the HO policy which increased significantly over past 3 years. Your only explanation had to do with depreciation of discounts. I have never known discounts on a pol. to decrease, and or to cause prems. To increase. I have never known an agent and customer service to determine a customers rates, which I was told happened in my case.
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].if liberty mutual seriously thinks that I'm going to trust them with my insurance after they made me waste a lot of time and effort trying to get them to make good on their promises then they are seriously mistaken. Liberty mutual has shown it is completely untrustworthy and therefore they are not a good candidate for taking care of my insurance needs, perhaps if they gave me a $20 gift card as well to make up from my wasted time and energy, I might reconsider
Regards,
[redacted]