Advanced Mechanical Corp.

Dear Mr. [redacted],   This is in response to your additional correspondence to the Revdex.com. I appreciated the opportunity to speak with you March 9, 2016.  As we discussed, my team also responds to customers on behalf of our corporate office and company executives.  I am happy to answer your questions in the hope of providing you with the clarity you are looking for.In addition, you mentioned that you have not received the application though eservice or by email.  I forwarded the application to your email address. Once you have signed the application, you can return via facsimile to [redacted] or by email attachment to [redacted]  You also indicated that you needed “Confirmation that the policy is considered to be a Landlord/Rental (Non Owner Occupied) policy and follows H06 requirements for coverage.”This is a condominium (H6) policy with the Unit-Owners Rental to Others endorsement ([redacted]).  I attached a copy of the endorsement for your review. Mr. [redacted], please feel free to contact me with any additional questions or concerns and I will behappy to assist you.Sincerely,[redacted]Associate Customer Care Specialist**Customer Care UnitPersonal Insurance Distribution OperationsPhone: [redacted] Fax: [redacted]Enclosure

[redacted] -APD Claims Team Manager Phone: ###-###-#### Ext [redacted] Email: [redacted].[redacted]@LibertyMutual.com

Dear Mr. [redacted],
This is in response to your October 6, 2015 correspondence to the Revdex.com regarding your automobile policy. I appreciate the opportunity to respond to your concerns.
This policy renewed effective March 18, 2015 and cancelled at your request effective September...

29, 2015.
Motorcycle policies cancelled have any returned premium or charges calculated on a "seasonal pro-rata" basis using the chart below:
Month Earned Premium Month Earned Premium
January 2%       July 16%
February 2%      August 16%
March 4%         September 12%
April 8%           October 8%
May 12%          November 2%
June 16%         December 2%
The charges or credits determined from this chart are based on the earned premium monthly schedule. This means that we charge policyholders based on the usage of the motorcycle throughout the year. In most states, motorcycles are ridden more during the summer months so we charge a higher premium in those months. Therefore, you will see that the percentage is higher in summer months.
At the policy inception, you selected monthly Electronic Funds Transfer (EFT) payments as your billing method. There were six payments made prior to the cancellation. However, the monthly payment is not a reflection of the premium owed to date since the premium for the peak season is higher. Our EFT monthly billing option is simply an installment plan to pay the annual premium by the end of the policy term. The installment plan is based on the $842 annual premium divided by twelve equal payments.
While we understand your concern, we do not review “what-if” scenarios regarding cancellation when a policy is written. Our rating is aligned with when a motorcycle is driven more often. By applying a higher premium during the peak season we avoid our customers having the same high premium for their insurance when they are not being exposed to as much risk and the motorcycle is largely parked or in storage. The $262.98 balance appropriately reflects the premium due for coverage afforded through the September 29, 2015 cancellation date.
Mr. [redacted], we hope you decide to continue to allow us to provide for your automobile and homeowner policy needs. If you have 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]

Thank you for your consideration and actually picking up the phone to contact me during this complaint. 
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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. [redacted] is 100% at fault. [redacted] call center would not take my complaint over the phone when the accident occurred b/c they could NOT get in touch w/ the depot where the truck came from. I called more than 20 times for weeks for them to come over to my house & look at the damages! There was never an adjuster sent. Finally after weeks a supervisor, manager, & the regular driver came by they saw the damages & brown paint on my vehicle & concurred/in total agreement that there was the damages that were in fact due to the [redacted] truck damaging my parked vehicle & told me that it was 100% there fault & the damages would be taken care of , my husbands was also present. I actually would like for them to be questioned again, They took pictures, & I told to make sure they point out the brown paint, I even told Liberty mutual that I know pictures can be filtered & colors can be changed, it would be NICE for Liberty mutual to question those supervisors,MR [redacted], MR [redacted], Mr [redacted], [redacted] from the [redacted] depot, Brooklyn. The supervisor, managers & my regular delivery guy know about the damages b/c they would state clearly that there was brown paint, just like they said they would question my child. but I gave them the benefit b/c we all were in agreement & it was a clear, total & complete negligence & the damages was seen by [redacted] themselves!! My daughter, a child, did in fact see the truck & saw the African american female driver step out of the truck to look at the damages after they occurred she made a delivery to my home, & she got on the truck very quickly & drove away in a panic, my child was/has been afraid & scared of the whole situation. it has taken months & many calls, at no point did liberty mutual try to speak to her or ask. liberty mutual from the beginning tried to intimidate me by telling me that they wouldn't cover the damages b/c [redacted] has an impeccable record & don't take accidents seriously & basically deny claims. I was told that they can very easily deny my claim b/c there was actually no person who saw it, & my daughter doesn't count, the brown paint doesn't count, the fact that 4 people which 3 [redacted] employees, supervisor, managers & my regular delivery truck driver agreed & saw the damages w/ my husband & I that the damages did IN FACT were caused by a [redacted] truck don't count! Liberty mutual is quickly to dismiss all of the proof.I was told by the liberty mutual manager that the damages are not that bad, I can still drive my vehicle, it doesn't prevent me from driving! How many times does [redacted] deliver & people are not home, or keeps track of all the deliveries or watches them deliver, how many accidents have been witness or not, which means that [redacted] can hit any vehicle at any time & just b/c they don't get caught it never happened & they can deny ANY claim!!! Both companies [redacted] & Liberty Mutual were of NO assistance, very intimidating, never followed up with my requests, assistance, 100 % [redacted] is at fault, negligent from the beginning!! I was told that it was that offer or the claim will be denied b/c no one saw it happen, in other words, if they don't get caught it didn't happen!!! it's very sad I was also told that if I go through my insurance it would take a long time for all of it to be resolved. I have been under a lot of stress with this whole situation, treated unfairly, intimidated, it will cost me money to repair the damages that I didn't create & do to my vehicle, my vehicle was parked & [redacted] hit it!! its terrible that [redacted] will get away with this & liberty mutual is allowing this & wont do the right thing!!!![If you are rejecting the business's response please enter your rejection comments here.]
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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
Dear whoever gets this message. I paid 12.24 so that I don't get sent to collection because of YOUR MISTAKE. Regretting the so called "miscommunication" is not enough. You as a large company should be able to figure that out by yourself. I am outraged with liberty mutual and I will make sure to do everything in my power to spread the word of your so called "miscommunication". The 12.24 should have been covered by Liberty Mutual because if is liberty mutuals fault for this "miscommunication" and not mine. I did everything right on my side of the deal. Liberty mutual DID NOT. I would appreciate a full refund and that liberty mutual completely erases my name and info from their system. After this I do not want to be ever bothered by liberty mutual and anyone who's affiliated with them. Liberty mutual is a company I would never trust again and this issue should have been resolved in a completely different way considering that liberty mutual messed up by not informing the customer about this ON time and not after the customer (me) has already switched to a way better company who actually treats their customers properly. I urge liberty mutual to make things better by honoring the following requests. 1. Refund of 12.24 to me because of your inability to ooperate correctly. 2. Erase my name and info from your system and never call,  email,  text me again. 
Regards,
[redacted]

Dear Mr. [redacted],
This is in response to your July 29, [redacted] correspondence to the Revdex.com regarding your automobile policy. I appreciate the opportunity to respond to your concerns.
This policy initiated effective August 12, 2013 and subsequently renewed effective August 12,...

2014. It is scheduled to renew effective August 12, [redacted].
On April 25, [redacted] you contacted our customer service department to put your [redacted] into storage as you would be giving the vehicle away. However, you later contacted us the same day to remove the vehicle from the policy effective May 22, [redacted]. A Declarations page issued to you April 27, [redacted] confirming the removal of the [redacted].
You indicate in your correspondence that you contacted us on June 19, [redacted] to add the [redacted] back onto your policy; however, this information is not consistent with our records.
Our records indicate you contacted us on June 20, [redacted] regarding any opportunities to lower your annual premium. At this time, the representative you spoke with confirmed the vehicles on the policy were a [redacted] and [redacted]. You discussed removing comprehensive and collision from the [redacted] and increasing the collision deductible on the [redacted] from $500 to $1,000. However, there was no discussion about adding the [redacted] to the policy at this time.
We later added the [redacted] back to the policy effective July 15, [redacted] at your request.
While we appreciate your concern and hope your remain our customer, please understand that we are unable to provide the [redacted] and Motor Vehicles proof of coverage for the [redacted] from May 22, [redacted] through July 15, [redacted] since coverage was not in force during this timeframe.
Mr. [redacted], we regret our response could not be more favorable. 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: [redacted] | Fax: [redacted]

Dear Mr. [redacted],    This is in response to your additional correspondence to the Revdex.com. I regret you have been unable to receive the clarity you are looking for and appreciate the opportunity to further respond.Prior to answering your specific questions, please note that the tenant policy provides a limit of $2,500 coverage for business property on the residence premises and $250 away from the premises.  Occasional professional use is allowed; however, any income received should not constitute the principle nor sole means of livelihood for this coverage to apply. You could potentially increase this coverage by endorsement if not the principle (or sole) means of income.  However, the maximum coverage available for off-premises coverage is 10% of the total of the business property insured under the endorsement.  So if the policy is endorsed to cover $10,000 in business property, the off premises coverage is $1,000.As an alternative if the cameras and video equipment does not constitute the sole or principle means of livelihood, they may be scheduled under the scheduled personal property endorsement.  All scheduled property is covered worldwide and is covered for all perils unless specifically excluded on the policy.  Theft, as you described, is a covered peril.  Intentional loss is excluded if it is committed by or at the direction of an “insured” and with an intent to cause a loss.  Damage during an auto accident would be a covered peril. Earthquake is not a covered peril.  I mailed copies of the policy contact, scheduled property and personal property replacement cost  endorsements under separate cover for your review.Since you do not have a policy in force, please note that the provisions, limitations and exclusions of your insurance policy, including your policy Declarations, will determine whether a claim is covered.Mr. [redacted], if you have further questions, please feel free to reach out to me directly, I will be happy to assist.Sincerely,[redacted]Associate Customer Care SpecialistCustomer Care UnitPhone: [redacted] Fax: [redacted]

Dear Mr. [redacted], This is in response to your January 20, 2016 correspondence to the Revdex.com.   Please accept my apology your service experience has been unfavorable.  I regret any miscommunication that occurred regarding the cancellation of your policy, but am happy...

to answer your questions in the hopes of providing you with the clarity you are looking for.First, I would like to provide a little background regarding your concern with the balance due after cancellation.  Your tenant policy initiated on August 16, 2015 with an annual premium of $244.  You elected Electronic Funds Transfer (EFT) as your preferred billing method, with your first payment scheduled September 16, 2015. Our records reflect that we received an email from you on August 26, 2015 stating that you wanted to cancel this policy.  However, we responded to your email and asked that you contact Liberty Mutual via telephone to request cancellation.  On August 27, 2015, we received another email from you which indicated that you preferred not to speak to anyone and just wanted to have the policy cancelled.  Since this email did not stipulate an effective date of cancellation, we emailed you requesting the effective date of cancellation, along with your updated mailing address if applicable.  I regret at this time your policy was not removed from EFT billing.Since we did not receive a reply to the emails, the policy remained active.  After consecutive payments were returned by your financial institution unpaid, a cancellation notice issued to you on October 22, 2015 advising payment of $40.66 was required prior to November 26, 2015 to prevent cancellation.  Since no payment was received, the policy cancelled effective November 26, 2015 for non-payment of premium.  After cancellation, a $63.67 bill issued to you December 2, 2015 due December 22, 2015.As we did not receive your final payment within 21 days of its due date, we forwarded the balance to a third-party collections vendor, [redacted]), which is how all unpaid balances on cancelled policies are managed at Liberty Mutual. I apologize if you were surprised by this course of action, but it is one we must take when we do not receive final payments on cancelled policies.Upon receipt of your correspondence, a member of my team reached out to you on January 21, 2016 and confirmed that the policy should have been cancelled effective August 25, 2015.   As you requested, the cancellation date was amended and your mailing address was updated.  After the amended cancellation date, a $7.67 final bill issued to you January 21, 2016 due February 10, 2016.  [redacted] was notified of this adjustment and there was no adverse credit reporting as a result of the prior collection activity.  This policy included Identity Fraud Expense coverage.  The premium for this coverage was a flat charge of $23 which is not refundable if the policy is cancelled midterm.  The amount owed would include $5 for coverage provided from August 16, 2015 through August 25, 2015 plus the $23 for Identity Fraud.   We received a payment of $20.33 on August 15, 2015; therefore, the remaining balance due after cancellation is $7.67. Mr. [redacted], we are truly sorry to have lost you as a customer, but we thank you for contacting us with your billing concerns. I hope that I have answered all of your questions today. However, 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]

RE:                   Policy Number:                        ...

[redacted]                        Our Claim Number:                  [redacted]                        Date of Loss:                            11/04/2014                        Underwriting Company:             [redacted]                  ...⇄ NAIC Number:                         [redacted]  Iam in receipt of complaint number [redacted] dated March 17, 2015. Thecomplaint arises as a result of Mr. [redacted] dissatisfaction on the level ofrepairs performed on his vehicle and position we have taken on his rentalexpenses. Asreported by Mr. [redacted], the accident occurred on November 4, 2014. It wasdetermined that a vehicle owned by [redacted]SIGNS LP LLP,Inc struck his vehicle, causing property damage. Afterinitial reports that Mr. [redacted] was pursuing a collision claim under hispolicy, it was identified that he in fact wished for Liberty Mutual to resolvehis claim. For this reason, we scheduled an inspection of his 2008 [redacted] ata [redacted]acility. The [redacted]acility Mr. [redacted] presented too wasnot in our network, so we reviewed their written estimate of $2,876.76 anddetermined that $2,731.70 was the actual reasonable cost of repair, and that itwould take 4 business days to complete.  Atthe request of Mr. [redacted], via his attorney, we were informed that Mr. [redacted]’vehicle would be repaired by [redacted], a shop chosen by Mr. [redacted]. Acheck for $2,731.70 was mailed to [redacted] at the request of Mr.[redacted]. OnFebruary 11, Mr. [redacted] obtained a rental vehicle. On February 18, 2014, [redacted]
[redacted] indicated to us that the vehicle would be completed on Friday,February 20, 2014. They also indicated they had found additional damage to thevehicle, and this was the reason they took 4 additional days to the original 4day repair. Based on this verbal notification, we continued to provide Mr.[redacted] a rental, setting a last day for rental at February 20, 2014. Despite[redacted] verbal notice to us that they found additional damage (the reason ittook longer to repair the vehicle)  wenever received documentation to validate this. Furthermore [redacted] has neverpursued Liberty Mutual for additional compensation on any additional workcompleted outside of the original estimate. For this reason, we continue to believethat the rental provided to Mr. [redacted], February 11 through February 20, isreasonable for his vehicle repairs. Withrespect to his most recent complaint about transmission damage to his vehiclefollowing the accident, it appears Mr. [redacted] picked up his vehicle from hisshop of choice, after repairs were completed, only for transmission damage to beidentified. I defer to the fact that his body shop of choice never informed usduring the repairs that they identified transmission damage, nor did theyadvise us that they would complete repairs on the transmission. For thisreason, we continue to investigate Mr. [redacted]’ claim that his transmission wasdamaged from the loss, especially considering neither the original shop;[redacted], our appraisal firm, or his own shop of choice, identified thisdamage, before, or during the repairs to his vehicle. Notwithstanding the above, we have scheduled a visual inspection of Mr. [redacted]’vehicle to investigate his most recent claim. Should it be determined that thetransmission was damaged from the accident, and seemingly overlooked by hisbody shop of choice during repairs, then we would pay for reasonable repair ofthe transmission, and reasonable rental for the time period he was without thevehicle for the transmission repair to be completed. If you have any further questions concerning this accident, please donot hesitate to contact me. My work hours are between 8:30 AM and 4:30 PM,Monday through Friday.  Respectfully,   
  
  [redacted]
[redacted] 
ClaimsTeam ManagerCommercialAuto Centralized ServicesLibertyMutual InsuranceDirectDial: ###-###-####

Liberty Life did not receive a prior inquiry from the Revdex.com prior to August 22, 2016 regarding [redacted]. [redacted] remitted a similar inquiry to Liberty Life on August 11, 2016. [redacted], Manager, called Ms. [redacted] on August 12, 2016 and addressed Ms. [redacted]’s service...

issues. Ms. [redacted] was notified on August 16, 2016 of the following: Your request for STD benefits has been approved for the period of 7/27/2016 through 8/3/2016. Benefits are payable from 7/27/2016 through 8/3/2016. Your estimated return to work date is 8/4/2016. Ms. [redacted] was advised to contact Ms. [redacted] directly with any additional questions regarding her STD claim.

Dear Ms. [redacted],This is in response to your additional correspondence to the Revdex.com.  I appreciate the opportunity to further respond. You indicated the 2001 [redacted] was added to your policy after the divorce was finalized. Although the divorce was finalized in 2012, we spoke with you on March 5, 2013.  You indicated at this time Mr. [redacted] was still the registered owner of at least one of the vehicles and therefore we confirmed he must remain named insured.  When the 2001 [redacted] was added two months later, Mr. [redacted] was therefore still a named insured on the policy.   As I have previously indicated, we attempted to reach Mr. [redacted] by phone and mail to obtain his permission to cancel this policy; however, we were unsuccessful.  If you allow the policy to lapse due to non-payment, you will have a final bill due for coverage  provided through the cancellation date.  If there was no longer a need for coverage as of an earlier date, we are more than happy to assist you with a retroactive cancellation.  However, we are unable to do so without the appropriate documentation.  Please provide a bill of sale, title, vehicle registration or other documentation confirming coverage was no longer required by the named insured.  You may forward the 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.  Ms. [redacted], we appreciate the time you allowed us to insure your vehicles, but please understand this we are unable to waive this requirement.  It is a process intended to protect our customers and prevent a lapse in insurance coverage.  If you have further questions or concerns I am always glad to assist if you contact me directly.  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]. Please add your rejection comments below. 
We did not receive notice of termination from Liberty Mutual.
Regards,
[redacted]

n/a

Dear Mr. [redacted],
This is in response to your December 23, 2014 correspondence to the Revdex.com regarding your previous automobile policy. I appreciate the opportunity to respond to your concerns.
This policy initiated effective March 13, 2012 and subsequently renewed each year, most...

recently effective March 13, 2014. At policy inception, you chose to pay the policy premium semi-annually. This billing method continued for each renewal term.
We received a $936 payment on March 6, 2014 and your balance due was adjusted to $936.
A $940 bill issued to you on August 13, 2014 due September 2, 2014, which included a $4 bill fee. When payment was not remitted, a past due bill for $940 issued to you September 15, 2014 due October 5, 2014.
We issued a cancellation notice to you on October 8, 2014 for $940 that was to be paid prior to October 23, 2014 to avoid cancellation. Due to no payment being received, the policy did cancel for non-payment of premium effective October 23, 2014. A final bill issued to you on October 29, 2014 for $212.81 due November 18, 2014. This balance reflects the premium due for coverage afforded through the October 23, 2014 cancellation date.
On November 4, 2014 you contacted our customer service department and we amended the cancellation date to September 13, 2014 to reflect the date you obtained alternate coverage. The balance due was adjusted from $212.81 to $12.24.
A final bill for $12.24 issued to you on November 5, 2014 due November 25, 2014. This balance is premium due for coverage provided through the amended September 13, 2014 cancellation date.
Your annual premium was $1,872. When a policy is cancelled, we credit the policy balance for any unused days (unearned premium) remaining on the policy term. This policy term was in force from March 13, 2014 through September 13, 2014, or 184 days. At the time of cancellation, the policy balance was $940. Since the policy term is 365 days, we credited your policy balance $927.76 (including a pro-rated credit of $.50 for the state-mandated Auto Theft Prevention fee) as indicated on the enclosed billing history. This amount reflects 181 days of unearned premium credit, or the unused portion of your policy term. After this cancellation credit was applied, the remaining balance due is $12.24.
Liberty Mutual uses a third party vendor, Credit Collection Services (C.C.S.), to secure past due premium owed for cancelled policies. Policies are referred to C.C.S. when the policy has been cancelled and the balance is not paid within 21 days after the final bill due date. Since this balance remained unpaid, it was referred to collections on December 15, 2014. The $12.24 balance remains due.
Mr. [redacted], a billing history is enclosed for your review. 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]
Enclosure

May 11, 2016 Revdex.com of Eastern MA, ME, RI, & VT [redacted]
[redacted] Re:       Insured:  [redacted]             Revdex.com Complaint Number:  [redacted]...

            Complainant:  [redacted]             Policy Number:  [redacted]             Type of Coverage:  Individual Extra Value Whole Life Insurance             Underwriting Company Name:  Liberty Life Assurance Company of Boston             NAIC#:  [redacted] Dear Sir or Madam: I am writing in response to the complaint filed with the Revdex.com on April 29, 2016 by [redacted].  In your letter, you requested that Liberty Life Assurance Company of Boston (“Liberty Life”) respond to all of Ms. [redacted]’s concerns.  Ms. [redacted] states that Liberty Mutual has refused to provide her with information regarding numerous policies. Ms. [redacted] previously complained to Liberty Life and the California Department of Insurance.  Liberty Life responded to those concerns on April 11, 2016 and our position has not changed.  I have attached a copy of the letter sent to Ms. [redacted] in response to her concerns.  Should you have any questions, please do not hesitate to contact us at the address below.  Sincerely, [redacted]. Manager, Regulatory Compliance Liberty Life Assurance Company of Boston [redacted]

RE:      Personal
Automobile Policy: [redacted]             Liberty Mutual Fire Insurance
Company / NAIC: [redacted]          Dear Mr. [redacted],This is in
response to the December 7, 2015 correspondence to the RevDex.com.   I appreciate the opportunity to
further respond.I regret GAP
coverage may only be included when the vehicle is initially added to your
policy.  Our records show your 2015
[redacted] was added on November 12, 2015.  Although
we later provided a quote on November 25, 2015 to add GAP coverage we explained
this coverage could no longer be included as the vehicle addition had already
occurred.  You indicated at the time you
would like this information for future reference. However, if we
did not offer to include GAP coverage when we initially quoted adding your new
vehicle, we would consider making an exception and retroactively amending your
policy.  Please contact me by telephone
at [redacted] if this is the option that you want us to consider. Mr. [redacted], you are a valued customer and I thank
you for reaching out. If you have any other questions or feedback to share,
please also do not hesitate to contact me. I will be more than happy to assist
you.Sincerely,[redacted]                            ...⇄ Associate
Customer Care SpecialistCustomer
Care Unit Personal Insurance Distribution Operations Phone: [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. 
Re: [redacted]It is a highly questionable business practice to increase the rates of your customers in a state without very transparently and expressly informing them.What I mean is that the subject line of a communication involving increasing rates should say:  Please note; your insurancerates are going to be increased.  The number of customers that are unaware that their rates have increased because they have their payments automatically deducted must be very big.  Many of those customers are no doubt elderly customers who are having their fixed incomes reduced even more by Liberty Mutual’s shameful practice.Even though my driving record is clean, I discovered that my rates were increased twice while with Liberty Mutual – both without my knowledge, but rather the increases are buried in their sizable paperless document updates. Istill demand a refund for Liberty Mutual’s overcharging and their hidden rateincreases.  
Regards,
[redacted]

Dear Mr. [redacted],This is in response to your December 21, 2016 correspondence to the Revdex.com. While we are unable to reinstate your policy, I am happy to answer your questions in the hope of providing you with the clarity you are looking for.First, I will provide a little background....

Your auto policy was created on December 12, 2015 and $1,427.05 was the initial price for the policy, prior to additional changes made throughout the policy year.When you first set up the policy, you selected our Electronic Funds Transfer (EFT) option as your preferred payment method. We received payments as scheduled until your payment received June 10, 2016 was later returned unpaid on June 24, 2016. Our records do not reflect any denial of payment. In actuality, when you contacted us on July 7, 2016 about the insufficient payment, we advised that we make a second attempt from the bank and that you should allow that to play out as to prevent a duplicate payment. At this time, you requested to be removed from EFT billing and be placed on a monthly direct bill. A week later, on July 14, 2016, you remitted a payment to cover the payment returned June 24, 2016.  As the policy continued, payments were made in a regular manner. However, on September 12, 2016, we issued a $216.32 bill due October 2, 2016. When no payment was received, we issued a past due bill for $432.62 on October 10, 2016 due October 30, 2016. While we received a partial payment of $125.00 on October 13, 2016, there was still a remaining balance due of $307.63. Therefore, a cancellation notice issued to you on November 2, 2016 advising remittance of $307.63 was due prior to November 22, 2016 to prevent cancellation. Another partial payment of $125 was received on November 13, 2016. However, this was not sufficient to keep the policy active and the policy cancelled effective November 22, 2016 for non-payment of premium.  After cancellation, a $98.26 bill issued to you November 29, 2016 due December 19, 2016 for $98.26. This balance reflects the amount due for coverage afforded up to the November 22, 2016 cancellation date and remains due. For your reference, I am enclosing your billing history.While we appreciate your concern, the June payment you reference in your correspondence had nothing to do with the cancellation of your policy. Your policy cancelled after consecutive bills and a cancellation notice issued remained unpaid. The cancellation notice issued November 2, 2016 stipulated the minimum amount required and the due date of when payment was required to avoid cancellation. Therefore, we are unable to reinstate this policy and the cancellation stands.Mr. [redacted], thank you for contacting us with your billing questions. While I understand this is not the outcome you anticipated, I hope that I have answered all of your concerns 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 UnitTel: [redacted] | Fax: ###-###-####