Geico Corporation

---------- Forwarded message ----------From: *** *** Date: Tue, Mar 25, at 7:PMSubject: closed complaint *** with GeicoTo: [email protected] was not given a chance to respond to Geico's excuses during the time frame the Revdex.com gave me via e-mail. Geico committed a breach in our contract as evidenced by my state of Alabama recognizing a lapse of coverage. Additionally, the lapse was recogized by *** insurance who was refusing to cover me for this reason. This is not the kind service expected of any insurance company, and is not part of the contract I signed on for. Do I need to open a new complaint in order be compensated for this lack of service?

Geico provides misinformation and does not provide what is quoted and paid forJune I added car rental coverage to my policy at $30/day and lowered my personal property to $15kJuly I was in an accident, they did not honor car rental coverage stating that it was never added on my policy - costing me hundreds of dollars loss At that time I went over my coverage and also found that my personal property was at $or $20k I corrected my personal property to $15k and added rental coverageAugust my car was in the shop for a month and half and as I was paying deductible, I couldn't afford the insurance and didn't need it because I was not driving with the car in the shop - I contacted Geico to suspend or cancel the coverage, which they did not do and have no record of now - stating that policy was cancelled due to "non payment" in August, which i'm being penalized for now trying to reinstate my coverage after days of no coverage (since November)When I reinstated coverage after getting the car back from the shop in August I was quoted car rental coverage at $30/day, declined roadside assistance, and had personal property at $15kI verified this information online after speaking to geico - everything looked accurate and I signed necessary documentsNovember I couldn't pay my policy because I had lost my job, and am now trying to reinstate since I just started receiving unemploymentNow, not only do they want higher coverage because of a "cancellation to policy due to non payment twice" but the quote they gave me which is supposedly for the same coverage as before cancellation in November, includes roadside assistance (which I had declined), $50/day rental car coverage (should be $30/day), and $20k of personal property (should be $15k of personal property)I am frustrated I was quoted an amount for lower coverage, and then given higher coverage My rates should have been lower with lover coverage I also am at a loss hundreds of dollars due to the lack of car rental coverage I opted in for in June, for my July accident claimGeico quotes one thing and then delivers anotherGeico doesn't admit their mistakes and is unwilling to fix their errors, which has cost me hundreds of dollarsHundreds of dollars which would have kept me on track in continuing payments through November and not losing coverage for days - resulting in higher premiums now And mistakes that would have prevented me from higher premiums now I have been a loyal customer and do not deserve thisOn top of this my claim from July is STILL not paid for - they are wanting information on injuries which Never occurred and have not called me but emailed me during the holidays for this informationWhen I complained about this on social media earlier today, Geico said they would call me back - they did notWhen I called them back, my comments on Social Media were brought up as if I had unrightfully complained about this After that phone call I updated social media that they never called me but I had to call them, I am reporting to Revdex.com Geico responded that they left me a voicemail - which they did not All they want to do is have another person call me to try to lower my rates - which no one is willing to do because they state that I have had cancellations due to non payments which is making my rates higherThey also offered me insurance without coverage required by the state of Washington They also told me that they have notified who my auto loan is through and that my auto loan will add insurance rates to my auto payments automatically I spoke with the company my auto loan is through, and they are not and will not do this This information is incorrect and when I brought this to Geico's attention, the customer service rep backpedaled saying let's not get ahead of ourselves, it hasn't come to that yet - they were trying to get me into a policy without required coverage by state of washington by giving me more inaccurate informationEveryone wants to start me on a new policy at higher rates or without proper coverage, without reflecting on the fact that the rates are higher due to their mistakes, which for them amounted to merely dollars but for me amounted to hundreds of dollars worth of lossGeico is unwilling to go by any other facts than what they have in their system - when their system is the issue! When I complain I am told that I need to make those complaints in real time and not later time - when I have and am!
At this point there is no reason anyone should insure with a company who does not deliver on what is quoted - both via phone (which was a verbal agreement for a transaction with payment) and online confirmationThey cannot later change that information and state that it wasn't changed -- they cannot quote one thing and provide another at the quoted amountI'm furious

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: Please be advised that MsW*** has misstated all of the facts from my claim at Geico Insurance Company from the startYes, The claims adjuster promised me a rent a car because there is a provision for it when your vehicle is stolen and vandalized as the *** Policeman attested toShe further and inaccurately stated in her letter that I was to secure the Police reportI have faxed my copy of the incident to Geico times withe the heading in bold black lettering at the top of it and all of the people including an Executive claimed it was not a report of any kindPlease be advised that I have two witnessesses at the repair shop that can attest to the fact that the report was completed and discussed for a long period of timeAt no time did the three Police Officers doubt my claim nor any of the information that was gathered and documented at that time in JuneTo my further dismay Geico continued to play a stalling game while exhibiting, "BAD FAITH" in a carefully executed and systematic manner of stalling tactics and not adjudicating the claimPlease be advised that I have documented my experience with Geico and have since sent it forward to the Illinois Department of Insurance.
It is evident to me by Ms W***s letter that she has no background or facts or witnesses to back up any of her and inaccurate claims about the situationShe neglected to mention that her investigator Karen H***, Geico Investigator interviewed me and told me directly that she would be securing the Police report in which I gave her my copy and RD numberShe also took the opportunity to discuss my claim with my cousin and his older sister of which I was at on the evening of the incidentAll of this was documented in her investigative report and MsW*** appeared to not know that I made a taped statement or had a taped report completed in my home which is suspicious to me to say the leastIn further, MsW*** does not refer to the promise that the adjuster made to me regarding Enterprise at allShe neglected to be aware that I was driven to the location and the Manager of the location stated to me direcly that the adjuster reneged on his promise and wanted me to pay for the rent a car, so at that point I was driven back home without a vehicle at the expense of ***.
It should be noted that at no time was it ever disputed by the Police that the vehicle was not stolen or vandalizedIt is clear to me that MsW*** is continuing the strategic ongoing systematic practice of stalling and showing , "BAD FAITH"I will make it my best ability to expose this practice by Geico and bring it to light their malfeasance and fraudTheir concerted efforts to not adjudicate and resolve this claim has really developed into a disaster for me as I hav had no vehicle for almost three monthsAs, I stated before I have communicated with several other friends of mine who experienced similar tacticts and , "BAD FAITH" and perhaps a class action may be neededAgain, I cannot emphasize my dissatisfaction and disappointment with Geico Insurance and I am seeking any assistance with this matter possible.
Regards,
*** ***

class="MsoNormal">Dear MrDennis:
Thank you for your recent inquiry
Policy documents for Mrand Ms***’s renewal effective April 22, were sent on March 18, 2015; these documents included an Electronic Funds Transfer notification that provided a schedule of automatic withdrawals from their checking account. Every month an additional email notice was sent advising of their scheduled payment. A reminder notice was sent on July 12, in advance of their scheduled July 22, payment. The payment scheduled for July 22, was declined by the issuing bank. As a courtesy, an additional email was sent on July 23, and again on July 31, notifying the insureds of the returned payment and advising of the importance of making a payment to prevent the cancellation of their policy. As a result, a Post Office Receipt Secured Notice of Cancellation for Nonpayment of Premium was sent on July 31, 2015, with a cancellation date of August 11, 2015. Our records do not show that a replacement payment was received or that the customer contacted our Customer Service Department during this time period. The policy was cancelled for nonpayment of premium effective August 11, 2015.
We’re sorry to hear that Ms*** was not satisfied with how her claim was handled by the claims examiner; however, our records show that she was provided with ample notice regarding the pending policy cancelation. Since Ms***’s policy was not in effect at the time of the loss that occurred on August 11, 2015, we are unable to pay for any damages resulting from that loss.
If you have any questions, please contact Nalini K***, Claims Manager, at ###-###-####
Sincerely,
JLee M***, Jr
Assistant Vice President, Claims

March 7,
Dear ***:
This is in response to your correspondence received in our Washington, D.CExecutive OfficesIt was referred to the ***, TX Regional Office for a reply
On March 1, 2014, a payment in the amount of $was made on a
different GEICO policy using ***’s credit card
On March 1, 2014, *** called to inquire about the unauthorized chargeWe advised *** he would need to contact his bank to dispute the unauthorized amountWe contacted the other customer for permission to reverse the payment and they have not yet responded
On March 3, 2014, *** cancelled his GEICO automobile policyThe policy is paid for until February 27, and coverage was provided until 12:a.mon March 4, The policy currently has an unpaid balance of $
We regret that *** felt it necessary to cancel his policy until the matter was resolvedHowever, *** will need to contact his bank to dispute the unauthorized charge
If you need additional information please contact *** *** by telephone at ###-###-#### from 8:am to 4:pm CST or by email at ***
Sincerely

August 11,
0in 0pt" class="MsoNormal">
Revdex.com
Attn: Anita Horne
K StNW, 10th Floor
Washington, D.C. 20005-
Re: *** ***
Case No***
Dear *** ***:
This is in response to your correspondence received in our Washington, D.CExecutive Offices. It was referred to the Dallas, TX Regional Office for a reply
On May 2, 2014, GEICO mailed *** ***’s new automobile policy, effective May 2, through November 2, 2014. The policy was issued in the name of *** *** *** (copy enclosed).
The policy was on the Kansas Family Automobile Insurance Policy contract, ***. On page 42, Automobile Policy Amendment, Section I, Liability Coverages, Definitions, 14, “You and your means: the policyholder named in the declarations or his or her spouse if a resident of the same household (copies enclosed).”
On July 16, 2014, *** *** contacted the Customer Service Department and advised she was now married and requested her name be changed to *** * ***. The Customer Service Representative updated *** ***’s name and marital status. *** ***’s household resident spouse, *** ***, was added to the policy*** *** was added to the policy as GEICO writes a Family Auto policy
Later that day, *** *** contacted the Customer Service Department and replaced the Chevrolet with a Hyundai. Confirmation paperwork was mailed July 17, (copy enclosed)
On July 30, 2014, *** *** contacted the Customer Service Department and requested the due date be changed to the 14th of the month. The policy was re-written to reflect the new policy effective date of August 14, through February 14, 2015. Confirmation paperwork was mailed July 31, and included the Kansas Family Automobile Insurance Policy contract, *** (copy enclosed)
On August 1, 2014, GEICO mailed *** *** a letter stating a recent motor vehicle report reflected *** ***’s driver’s license was suspended. The letter stated GEICO must receive proof the suspension was lifted prior to September 3, 2014. Failure to provide the information by September 3, would result in the cancellation of the policy (copy enclosed)
On August 6, 2014, *** *** called and spoke with a Customer Service Representative and stated she no longer wanted *** *** listed on the policy due to his suspended driver’s license status. The Representative advised *** *** that *** *** must be listed on the policy as he is her spouse and in order to remove him, we would need proof of other insurance or proof of a valid driver’s license
On August 11, 2014, *** ***’s proof of other insurance or proof of a valid driver’s license had not been received. Therefore, GEICO’s Underwriting Department mailed *** *** a cancellation letter. The cancellation letter stated *** ***’s license was in a suspended status and for possible reconsideration, proof of a valid unrestricted driver’s license must be received prior to 12:a.mon September 11, (copy enclosed)
On August 11, 2014, a billing notification was mailed to *** *** in the amount of $to be due August 14, 2014. The balance is for coverage provided for Mrand *** *** from August 14, until the cancellation date of September 11,
If *** *** will provide proof of *** ***’s license reinstatement, prior to 12:a.mon September 11, 2014, we may reconsider the underwriting decision
If you need additional information please contact Jerry M*** by telephone at ###-###-#### from 8:am to 4:pm CST or by email at ***
Sincerely,
Patti K***
Underwriting Manager
Enclosures
Cc: *** * ***
*** * *** ** *** ***
*** ** ***

This will acknowledge receipt of your May 26, follow up inquiry regarding the above referenced private passenger automobile insurance policyOur records show that the prior EFT enrollment attempt that was referenced in our May 16, response was unsuccessfulOn May 28, the insured submitted a premium installment payment in the amount of $that was postdated for June 5, The policy was also re-enrolled in the EFT payment method as of the June 5, payment date, and a credit adjustment was applied to the policy on June 2, to remove the additional $premium installment feeIf you require further assistance with this matter, please contact the undersigned at ###-###-####Very truly yours,
Brian O***
Executive Office

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:I thank everyone for getting part of this finalizedHowever, there is now a question as to whether or not MY vehicle has collision coverage--I am being told it does not, because my collision coverage "didn't go into effect until the next day." I was NEVER made aware of this fact, because I had called to ask that the policy start on January 8thI had no reason to believe that this one part of my policy wouldn't be added until that day, and I was never informed as such throughout this entire process. In this letter, MrH*** stated that "She then called back at 10:AM into our service department to add collison coverage for that same day."
If, as stated in this letter, I added collision coverage for that same day, why am I being denied coverage? This is deceptive sales practices and I would like this part of the issue to be remedied immmediately
Regards,
*** ***

Roman"> June 26,
*** *** ***
Revdex.com
of Metro Washington DC & Eastern Pennsylvania
K St NW, 10th floor
Washington DC 20005-
RE: ***
Insured: *** *** ***
Policy Number: ***
NAIC: *** - GEICO
Dear *** ***:
Thank you for your inquiry dated June 17, in reference to the separate policy issued *** and fees paid to the Department of Motor Vehicles
We apologize for the confusion and frustration*** was issued his own policy as a result of GEICO being advised they were separated
The losses, *** indicates in her letter are listed as reporting purposes only claims
*** ***’ attempts to contact *** to discuss the situation have been unsuccessfulGEICO will add *** and his vehicle to the original policy as of May 21, and provide proof of coverage to the state of South CarolinaWe will also provide a credit of $to the policy for the charges they have paid to the Department of Motor Vehicles
Again, we apologize for any confusion and frustrationWe appreciate the seven years they have been insured with GEICO
I hope this information will assist you in resolving this matter. If additional information is required, please contact *** *** at ###-###-#### or via email at ***.
Sincerely,
*** ***
AVP Underwriting
cc: file

Attached is our response

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:Because Geico is refusing to understand that the repair shop and their auto claim adjusters are wrong Geico has just lost a customerI understand that it doesn't mean much for them to lose one customer but if their business keeps handling claims the way mine was handled, they will lose more
Regards,
***

August 11,
*** ***
Revdex.com
K ST NW 10TH FLOOR
WASHINGTON DC 20005-
Claim Number: ***
Insured: *** ***
Date of Loss: April 25,
Complainant: *** ***
Revdex.com Complaint: ***
Dear *** ***:
Thank you for your letter concerning the claim for *** ***. We regret *** *** continues to dispute our position
During the initial inspection on May 5, 2014, our adjuster prepared an estimate for the hail damage The estimate documentation identified multiple areas of unrelated damage that would not be repaired or included as part of the hail claim *** *** was present during the inspection process
When made aware of the additional concerns, our Supervisor, Tony F*, inspected *** ***’s vehicle at Caliber Collision. MrF* verified that all the hail damage had been repaired as estimated. The remaining areas of damage are the unrelated damage previously identified as separate from the hail loss
If you have any further questions, please contact our Manager, Frank T***, at ###-###-#### or by email ***
Sincerely,
Joseph *T***
Virginia Beach Regional Office
GEICO Indemnity Insurance Company
NAIC # ***

August 25, 2014Dear *** ***:Thank you for your August 20, e-mail regarding *** *** ***’s complaintMrN*** asked that I respond on his behalf and I welcome the opportunity.I regret *** *** still has concerns after our previous responseI will be happy to provide additional explanation for a valued customer like *** ***We do not feel *** *** has been dishonest with us; however, it is sometimes difficult to have total recall of conversations we had many years previouslyWe at GEICO can only go by what is contained in our records, and our records show we had a Pennsylvania mailing address and a New York rated address from until June of when the rated location was also changed to PennsylvaniaWe have copies of all insurance cards we have previously sent to *** ***Since she has done the correct thing and discarded all of her old insurance cards, I have enclosed copies of the last three cards we have sent herTwo are New York and one is a Pennsylvania insurance cardAll three show her Pennsylvania address and all three show the state for which insurance coverage is providedPlease share the cards with *** ***It was *** ***’s responsibility to review the cards and notify us if corrections were needed (please note, this is stated on the cards).In this complaint, *** *** states the “new quote was slightly higher than my NY premium”, and since the new quote was for her Pennsylvania address, why does she think we owe her a refund, if from to we were charging her a lower premium than the premium she was quoted for Pennsylvania?I hope this information has been helpfulPlease contact my associate, Mel D***, at ***, extension ***, if you have further questions regarding this matter.Carole *C*** Policyholder Relations Supervisor GEICO Insurance Companies

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I dont know why they are saying there is no proof I reside at wappingerfalls address when I clearly stated to the agent several times that it was my cousins address which I was staying when I first moved to area and also I had told the lady that she mispelled chelsea thats why I never received the mail from my cousinsI told them I was going to be staying there and once I get into my own place I Will send them the information and they said that is fineAnd as I stated before I cant get mail at state housing thats why I keep my mothers address to receive mailI also told an agent I can have the job change my address to state housing and was told it wouldnt matterIf you ask them for the record of when I first dealt with them it would show all I am stating is trueBecause of their employees neglecience we are in this situation. Regards,
*** ***

March 11,
11pt;">
Revdex.com OF METROPOLITAN WASHINGTON DC
AND EASTERN PENNSYLVANIA
K STNW
, 10TH FLOOR
WASHINGTON DC 20005-
ATTN: *** ***
Re: Policy Number: ***
ID Number: ***
Re: *** ***
Dear ***:
This is in response to your email of February 21, 20114, addressed to *** *** of GEICO. Your letter has been referred to me for response as the Accounts Receivable Department is my responsibility
Our records show that ***’s regularly scheduled payment of $was set to be automatically withdrawn from his bank account on February 17, 2014. On February 15, *** called and requested that we postpone the withdrawal until February 21, 2014, which we agreed to do. On February 20, *** attempted to go online to stop the payment from being withdrawn. Due to banking regulations, we do not offer this feature online. Therefore, *** called and spoke to a counselor about stopping the payment. At that time, it was too late to stop the automatic withdrawal which was already in process.
*** requested that his policy be cancelled immediately and that the payment be returned to his bank account. We explained that we would do as he requested, but we would have to make sure that the payment cleared his account prior to processing a refund. He then asked to keep the policy in force, return his payment to his account and he would make a replacement payment on February 26, 2014. We advised *** that we would keep his policy effective but we could not return his payment since this would result in negative equity on his account. The February payment of $was not returned by his bank for insufficient funds. Therefore, we are not responsible for any overdraft fee he may have incurred
We disconnected ***’s account from the automatic withdrawal payment method and sent a regular bill showing that $241.01, the balance of his account, was due on March 8, 2014. The payment has not yet been received and a cancellation notice has been sent to be effective March 25, if the payment is not received.
We trust that this information is sufficient to allow you to close out this complaint. If you have any additional questions or concerns regarding this issue, please feel free to give me a call at ###-###-####, ext***
Sincerely,
*** ***
Customer Advocate
Centralized Services

June 27, Dear ***
***,We received your correspondence dated June 20, 2014, regarding the abovenoted ConsumerWe have not included any personal identifying information in our response as you requestedOn June 3, 2014, we sent our Insured an automated email reminder to advise him that his next payment of would be automatically processed on June 13, On June 12, 2014, our Insured changed his payment plan and disconnected his Electronic Funds Transfer (EFT) payments online at geico.comWe require that any request to discontinue automatic check payments be made at least three days prior to the scheduled extraction date, since we submit a debit tape to their financial institution on the day before the extractionWhile making this change online, our Insured was reminded by our system that his scheduled payment of $would still be processed on June 13, Later that day, our Insured contacted us by telephone to adjust the coverage on his policy, which resulted in a credit towards his July and August paymentsOur Insured then made a telephone payment of $to pay the remaining portion of his July paymentWe regret that our associate did not identify and inform our Insured of the pending charge for the next day when processing the paymentOn June 13, 2014, we processed our Insureds EFT payment of $as Scheduled for his June paymentTo prevent his policy from being in arrears, we agreed to refund a partial amount of $to our Insureds checking account on June 16, We attempted to contact our Insured; however, we were unsuccessful in our attemptsWe would be happy to further discuss any fees that may have been incurred as a result of this matter with our Insured if they return our call.We trust this information is sufficient to allow you to close your filePlease call *** ***, Customer Service Director, at *** *** ***, if you have any further questionsSincerely,

May 5, 2014Dear *** ***:We have received your letter requesting assistance on behalf of *** ***I welcome the opportunity to respond to his concerns.The following coverage was available on ***’s policy at the time of this loss:Bodily Injury Liability - $100,000/$300,000Property Damage Liability - $100,000Personal Injury Protection - Non-DeductibleRV Medical-$1,000Emergency Expense - $ 1,000Replacement Cost Personal Effects - $5,000Vacation Liability Coverage $10,000Uninsured Motorists Bodily Injury - $100,000/$300,000Comprehensive - $DeductibleCollision - $DeductibleEmergency Road ServiceWhile *** carried Emergency Expense, this does not extend when the loss in question was caused by a mechanical failure or breakdownWe apologize if *** misunderstood the coverage he was purchasingHis vehicle is covered for a collision loss/accident, vandalism or act of nature such as weather related eventsIn this instance, since his *** *** broke down and was not damaged as a result of an accident or act of vandalism or nature; regrettably, there is no coverage available to *** to indemnify him for his rental or motel costs related to this loss.Again, we apologize for any confusion and hope this information is helpful in resolving ***’s concernsIf you have any additional questions, please contact my associate, *** ***, at ###-###-####, extension ***.Sincerely,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: When the car arrived at ***'s *** it had been taken apart at *** Collision and therefore did not see the very heavy rear mud flap embedded in the tire. I feel the damage to the tire was caused by a faulty repair that caused the mud flap to break free and cause the damage. My car was not properly inspected (proof the rear door lock was not hooked up to the key pad and paint now chips off the door). I believe if you offer a warranty for the life of the car it should be honored as such. I am very dissatisfied with the lack of concern when I contacted Geico about this issue. There seems to be no one their to advocate for the customer. It is advertisement to offer a warranty that you will not honor. If a proper inspection had been done in we would not be corresponding today. I would like a full refund that I paid for car repairs.
Sincerely,
*** ** ***
Regards,
*** * ***

I am in receipt of your additional correspondence dated March 21, regarding the above-mentioned complainantI am responding to Mr***'s request for an additional response as it speaks to the underwriting cancellation of Mr***'s homeowner policy written through *** *** Insurance CompanyAs stated previously, GEICO Insurance Agency, Incis a sales and service agent for *** *** Insurance CompanyAs their agent, we are required to adhere to their underwriting guidelines for new and renewal businessPer Mr***’s prior correspondence, he requested to cancel the policy flatSince this was not an optimum decision as it would leave a lapse in coverage; we contacted Mr*** to inquire if this was his desireAfter we explained the consequences of same, he declinedUnfortunately, GIA cannot change the underwriting decision of *** *** based on the inspection performedOnce the concerns have been repaired, we would be happy to underwrite a new policy for Me***Please contact me should you have any questions in regard to this matter at ###-###-####Sincerely,
Carole T***
GEICO Insurance Agency, Inc

August 21, 2014Dear *** ***:Thank you for your recent letter regarding *** ***’s policy.I do want to assure you that *** *** is receiving the correct discount on his policySince we have received a complaint through the Delaware Department of Insurance, we will be following up with them for any additional responsesWe have submitted our rate filings related to the Defensive Driver Discount to the Department of Insurance.If *** *** has any questions regarding his insurance policy, he can contact our hour customer service department at ###-###-####.Diana L
Policy Holder Relations GEICO Insurance Companies