Advanced Mechanical Corp.

RE:       Insured:                           �...⇄                                      Claim #                                 [redacted] �...⇄             Date of Accident:                   09/11/2015            Underwriting Company:          [redacted]  To Whom It May Concern: The review of the facts and circumstances surrounding the above incident has enabled us to make a decision.  As aninsurer, we are not under obligation to pay all claims as presented, regardless of the cause and the manner of the accident. Our obligation is to reimburse only if our insured was legally at fault for the accident.  We have attempted to appraise fairly and properly all the information and reports available to us regarding the occurrence of this accident; and being guided by these facts, it is our conclusion that we are not liable for the loss. The insured claims he was struck in the rear while making a turn from the right hand lane. We regret to advise you, therefore, that we will be unable to pay your property damage claim. If you have any questions or concerns please feel free to contact me directly at [redacted] or [redacted]  Sincerely,  [redacted]

Liberty Mutual has reviewed the complaint filed by [redacted] and has attempted to contact her to discuss her concerns via phone and e-mail 3 times within the past 24 hours without response.  As such, we are sending via certified mailing our response to her home address.  We have...

thoroughly reviewed her claim and unfortunately based on the information we have available to us at this time, there is no Coverage in effect on an active policy between Liberty Mutual and the Employer for the injuries sustained on 12/10/14.  This was confirmed to be the date of injury by [redacted] during a recorded statement taken with her knowledge and consent. The Employer should file [redacted]'s claim with the proper Insurance Carrier who had an active policy in effect on 12/10/2014 so that [redacted] can be provided the benefits she is due/entitled to. I hope that in reading the response to her complaint that [redacted] is able to secure clarification as to the actions we have taken. In the future, I encourage [redacted] to feel free to contact Liberty Mutual directly to discuss these issues.  We would gladly clarify anything for her that she is not understanding regarding the Claims process, questions she may have on any formwork she receives, etc.   Thank you.

Dear Mr. [redacted],This is in response to your additional correspondence to the Revdex.com.  I apologize if our previous response did not meet your expectations and appreciate the opportunity to further reply.    This policy was cancelled at your request effective July 5, 2016.  Your balance prior to the cancellation was $4,479.60.   After the $4,066.81 cancellation credit was applied, your balance adjusted to $412.79.  If the policy had been cancelled with no penalty, your credit after cancellation would have been $4,600.61, a difference of $533.80.  The short-rate fee is therefore $533.80.  With respect to your request for a billing statement, our prior response indicated one was mailed to you.  In case you have not received it yet, I enclosed another copy with this response.      Thank you for your $415.79 payment received on August 20, 2016.  There is no longer a balance owed. While we acknowledge you have been a valued customer for many years and regret you were not anticipating the premium balance due, please understand that when you elected to cancel your policy prior to the expiration of the policy term, the short-rate was applied in accordance with your policy provisions.  We are unable to make an exception based on tenure or loss history.  Mr. [redacted], we appreciate the time you allowed us to provide for your insurance needs.  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

While we understand that the consumer disagrees with our position on this matter, they have not provided any additional/new information in their rebuttal.  At this time our position remains the same and we would ask that you close this file. Should the consumer submit new information regarding this dispute, we will be happy to review and respond. Thank You,[redacted]

March 27, 2017     Revdex.com of Eastern MA, ME, RI, & VT 290 Donald Lynch Boulevard, Suite 102 Marlborough, MA 01752-4705     RE:       Complaint #[redacted]               LM General...

Insurance Company     To Whom It May Concern:   This letter is in response to complaint #[redacted] sent to us March 25, 2017.      A policy qualifies for Accident Forgiveness if each of the policy’s experienced drivers has not had an accident in the five years prior to the inception of the policy. Prior to the March 9, 2016 inception of the insured’s policy, there was an incident which took place on November 17, 2014.   As the insured did not have five clean years prior to the policy’s inception, the insured’s subsequent September 1, 2015, and October 28, 2015 losses did affect their policy premium at the time of their 2017 policy renewal.   Thank you for the opportunity to address this matter.     Product Compliance LM General Insurance Company

Upon receipt of the customers initial complaint, our insured's representative spoke with the vet that examined the dog in question.  Dr. * advised that [redacted] had too many chronic/pre-existing conditions to determine if the dentastick played any role in her current illness.  Our...

representative was further advised that [redacted]'s vet felt the dentastick was highly absorbable and her symptoms were more than likely related to her underlying diabetes.  Further investigation revealed the batch samples for this product were within specifications.Based upon the above information, we advised the customer that we were unable to find where the product was defective and/or the proximate cause of [redacted]'s illness, therefore her claim was denied.  If the customer has any additional information, we are happy to re-open the file and investigate the matter further if needed.

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]

RE: Personal Automobile Policy: [redacted] LM General Insurance Company/NAIC: [redacted]Dear Mr. [redacted],This is in response to your June 28, 2017 correspondence to the Revdex.com regarding your automobile policy. I appreciate the opportunity to reply and regret the...

frustration you have experienced.As a company driven to meet the needs of our customers, we thank you for taking the time to bring this to our attention.  I have provided feedback concerning this matter to the appropriate management for review. Your feedback matters a great deal to us and is helpful in identifying areas we must focus on in the future to ensure our customers are consistently receiving the exceptional service they deserve.In reviewing your concern, the customer service representative you spoke with did apply the Accident Prevent Course discount effective June 28, 2017, causing a $245 pro-rated credit. Although the annual difference for the discount to be added was $402, this full amount would only be refunded if the policy was paid in full. Since the policy was not paid in full, the credit does not mean a refund. Therefore, when the policy was cancelled effective June 28, 2017, it only generated a small refund, as again the credit is not a refund.  In efforts to correct the misinformation and to provide an equitable resolution, I backdated the discount to the policy inception date, January 27, 2017.  This will create an additional credit. However, it still will not be $420 you were expecting as you were paying the policy in installments and the $420 was calculated based on payments that would have been collected in the future.Mr. [redacted], thank you for reaching out and I regret that my response is unfavorable.  If I can be of further assistance, please let me know.  I am happy to assist.Sincerely,[redacted]Associate Customer Care Specialist Customer Care UnitT: ###-###-#### F: ###-###-####

Dear Mr. [redacted],This is in response to your January 30, 2015 correspondence to the Revdex.com regarding your homeowner policy.  I appreciate the opportunity to respond to your concerns.  Please accept my apology for any miscommunication that may have occurred resulting in this...

policy remaining active until cancelled for non-payment of premium.  I regret the difficulty you encountered with reaching a resolution to your concern and the inconvenience this matter has caused.This policy was implemented on July 10, 2014 to be effective July 18, 2014.  The enclosed application signed by Ms. [redacted] on July 10, 2014 confirms this policy was initiated at your request.  In addition, a Declarations page issued to your mortgagee by email on July 10, 2014 and July 11, 2014 and to Ms. [redacted] by facsimile on July 19, 2014.      This policy cancelled for non-payment of premium effective October 28, 2014 after several bills issued to you and your mortgagee remained unpaid.  After cancellation, a $334 bill issued to you November 4, 2014 due November 24, 2014 reflecting premium due for coverage provided through the October 28, 2014 cancellation date.  No payment was remitted and the $334 balance was referred to collections December 15, 2014.  Liberty Mutual 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.  On January 30, 2015 we were notified you did not intend to initiate this policy and we therefore amended the cancellation date retroactive to the July 18, 2014 inception date at your request.  The balance due was adjusted to zero.  There was no adverse credit reporting as a result of the previous collection activity.  Mr. [redacted], we are sorry to have lost you as a customer.  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]

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]. 
[redacted] has not contacted me.  She has not even followed up with my witnesses as she stated she would.  She didn't do her due diligence in regards to this case to get the complete information.  [redacted] didn't call me, because I have voice mail capabilities on my phone, as well as a call log and she didn't leave a message or contact me via email.  Had she contacted me I could have provided her my new address as I have moved.  So I didn't receive any letter of denial from her either.  Furthermore how can you deny something where she didn't follow up on all aspect of the case. This is extremely frustrating and very unprofessional of liberty mutual.  As [redacted] stated in the letter the last email correspondence was 1/11/2016 which is incorrect.  I emailed [redacted] on 1/13/2016 and still didn't receive any response.  Please provide time stamped information showing the email that she sent me.  Please also provide time stamped information showing she called me on 3/28/2016.  This company is trying to get of paying a claim that they are legitimately liable for. I have provided [redacted] with so much information that she has neglected to mention in the response. Please pull all calls.
Regards,
[redacted]

Please be advised that your inquiry has been directed to a manager to contact you by telephone today to explain the overpayment on your claim. In addition, a revised letter will be sent to you explaining the overpayment in detail. Thank you for contacting us in order to allow us to address...

your service issue.

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 Doctor *, cited in your response is the emergency Doctor we took [redacted] to AFTER the [redacted] incident. Doctor [redacted] from [redacted] treated [redacted] in order to save her life, from her failing health caused from the [redacted] due to [redacted]'s Diabetes not being under control.In order to regulate [redacted]'s Diabetes, [redacted] needs to eat becuase that is what insulin requires. The pain and suffering the [redacted] caused [redacted], is likely to have mentally caused [redacted] to stop eating. The [redacted] lodged in her intestine caused her diarrhea (bloody), and pain when she tried to excrete fecal matter. These unfortunate events more than likely would cause a small dog to try to stop the pain anyway she can, even if it mean to stop eating. Therefore, her diabetes was left unregulated and on 09/06/14 [redacted] had to be brought to emergency becuase her regular Doctor/Veterinary center, [redacted] of [redacted], wasnt open at t*at time. Dr * or D.V.M MJ [redacted] is not a suitable candidate for resolving the dental stick incident; as she only dealt with [redacted]'s diabetes regulation. 
Regards,
[redacted]

Dear Ms. [redacted],
This is in response to your January 26, 2017 correspondence to the Revdex.com regarding your automobile policy. Please accept my apology you did not previously receive an adequate explanation regarding the balance due on this policy. While our records reflect you...

were billed appropriately for the balance owed, I am happy to respond. My hope is to provide the clarity you are looking for.
First, I will provide a little background. Your auto policy was created on April 29, 2014 and renewed on April 29, 2015. $2,559 was your renewal price for the policy, which we cancelled at your request on April 28, 2016.
When you first set up the policy, you selected our Electronic Funds Transfer (EFT) option as your preferred payment method, which you kept in place throughout the life of the policy. There are twelve EFT payments (one per month) for each policy term, which amounted to $213.25 due each month. You selected the 28th as your withdrawal date. The first payment was scheduled May 28, 2015 and final payment scheduled April 28, 2016.
Your policy term was in effect for one day short of 12 months at the time it was cancelled, but you only made 11 monthly payments because the last $213.25 payment on April 28, 2016 was returned due to non-sufficient funds.
When the payment was returned, a $25 returned payment service charge was assessed which increased the total due to $238.25. We issued a $243.25 bill to you on June 30, 2016 due July 20, 2016 for the dishonored payment. This amount included a $5 bill fee.
We later cancelled this policy one day before the April 29, 2016 expiration of the policy term. The credit for the one day was $6.56. Your balance due adjusted to $236.69. A $241.69 bill issued to you on July 28, 2016, which included another $5 billing fee.
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 [redacted] 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.
Our records reflect the balance was resolved with your payment to [redacted]. The amount you paid did not include the fees previously assessed. There is no longer a balance due. There was no adverse credit reporting as a result of the prior collection activity. I enclosed your billing history for your reference.
We acknowledge we could have set better expectations regarding your billing. At the same time this policy was expiring, you initiated a new automobile policy with us. We accepted a $207.74 down payment for the new policy on April 15, 2016. It must have been confusing for you since you also had a $213.25 payment withdrawn for your expiring policy two weeks later on April 28, 2016. You contacted us and advised us that you were charged returned payment fees by your bank. Our records reflect we reimbursed you for the bank fees you incurred due to the confusion.
In summary, while the premium was owed, we are glad you reached out so we may review what we could have done differently to ensure you had a positive experience.
Ms. [redacted], thank you for contacting us with your billing questions. We appreciate having you as a customer and we are truly sorry for the frustration you have experienced. 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 Specialist
Customer Care Unit
[redacted]
Enclosure

While we understand that the consumer disagrees with our position on this matter, they have notprovided any additional/new information in their rebuttal.  At this time our position remains the sameand we would ask that you close this file.Should the consumer submit new information regarding this dispute, we will be happy to review andrespond.Thank You,[redacted]

Liberty Life conducted two clinical reviews of the medical and diagnostic records contained on file as outlined in our prior response. Upon our receipt of the Revdex.com review we conducted another clinical review which agreed with the prior clinical assessments. We understand that you disagree with our denial determination, however; our position remains as outlined in our letter dated February 20, 2015. As outlined in our February 20, 2015 letter, your administrative right to review has been exhausted and nofurther review will be conducted by Liberty and your claim will remain closed. You may request to receive, free of charge, copies of all documents relevant to your claim. You have the right to bring a civil action under section 502(a) of ERISA following an adverse benefit determination on review.

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] simply requested a quote, and did not at any time request an actual policy. The charge is inaccurate. The quote was for cost comparison and this has been clearly communicated. The billing and subsequent late payment notification is invalid and unethical.    
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. 
Also, I would like to inform you of the very poor customer service we received in dealing with this issue. My husband called numerous times and always got the run around. At one time he spoke with a supervisor in [redacted] who informed him that our auto policy had been canceled and then reissued each time a change was made. He was also told at one point that the system was down ( in [redacted]) and never received a call back. Another agent told him that from the very beginning we were quoted wrong as the call center sent us to an agent in [redacted] instead of [redacted].Yesterday I received a call from the agent I initially set the policy up with. He told me the new policy was 758.00 because the underwriters found that we should have not received the initial multi- policy discount and that would be the $50.00 difference. I told him I needed to speak with someone that could break down the new policy and fees. He then transferred me to another person who told me our policy would be 740.00 for the year and the multi-policy discount if we would have added homeowners insurance was only 20.00.I do not understand all the run around and why every agent we talked to only had excuses instead of a real reason the fee changed. The last two people I talked with still had a different rate for me within the two minutes it took to transfer my call!I have never gone through anything like this with any insurance company in over 20 years of purchasing car insurance.
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].  
 
Regards,
[redacted]

Liberty Mutual response letter regarding Revdex.com File Number: [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].  
This is not an acceptable response because the letter that is attached is requesting that payment still be made by a certain date. A cancellation letter would be a statement simply saying that our policy was cancelled due to non-payment. It would not say that the policy is subject to cancellation if payment is not received by a certain date. Once the payment is not made, anyone reasonable person would say that then a cancellation would be sent. Our agent said that he did not even know that it was cancelled . Can you please send information on when the cancellation (not warning as attached) letter was sent by certified mail to either myself or my agent? If no such certified letter was sent, I would just like to make sure that it is known that Liberty Mutual does not deem it necessary to notify its policy holders of final cancellation by certified mail or by any means as we did not receive any correspondence after the attached letter. We also would like then a refund of our premium as you noted it was over paid.
Regards,
[redacted]