Geico Corporation

April 2, Dear *** ***:This is in response to your correspondence received in our Washington, D.CExecutive OfficesIt was referred to the Dallas, TX Regional Office for a reply.GEICOs renewal paperwork is generated 45-days prior to the policy effective date to allow time
for our policyholder to review the policy and contact the Customer Service Department with any questions or concerns, including billing notices and policy changes they may have.*** ***'s policy is shown to be on the paperless policy option for mail deliveryPaperless Policy is the electronic delivery of the policyholders documentsAs *** *** is enrolled in Paperless Policy, he will not receive paperwork in the mailAn email is sent to *** *** when there is new paperwork available on www..com*** *** will receive identification cards by mail, and the balance of the paperwork can be viewed online.As *** *** is on a one-payment plan, GEICO is legally required to send a policy renewal expiration reminder to him when the payment has not been received days prior to the renewal bill due date (copy enclosed)GEICO will send a reminder e-mail (when one is on file) or a notice through the mail to advise *** *** of the upcoming renewal expiration and payment dueWe want to send a friendly reminder just to make sure *** ***'s payment is received on time and the policy does not expire due to nonpayment of premiumWe value *** ***s business and want to make sure that there is no interruption of coverage.*** *** may contact the Customer Service Department at ###-###-#### to disconnect the paperless policy option and remove his email address from the policy*** *** would then receive all GEICO paperwork by regular postal mailHe may also contact the Customer Service Department to discuss other payment plan options that do not require a renewal expiration reminder notice.As stated in GEICO's October 30, response to *** ***'s previous complaint regarding the reminders and emails, we certainly do not intend for *** *** to feel offended or as though he is being treated as a childThe payment reminders are sent to avoid nonpayment cancellations and the possibility of a lapse in coverageMany of our policyholders appreciate the renewal remindersAdditionally, insurance companies are required to notify customers in advance of a non-payment cancellation.If you need additional information please contact *** *** by telephone at ###-###-#### from :am to :pm CST or by email at ***.Sincerely,

I had a geico insured motorist hit my mailbox and post along with someone else's split rail fence I sent the police report, pictures I took of the damage except my mailbox because it was gone and a bill for a post and mailbox They themselves called the kid who did it and he excepted responsibilty for doing the damage a couple months went by and I received no check geico has NO intention in paying their bill owed to me I wonder how they would like action news or nbc to investigate why they refuse to pay a lousy hundred dollars to replace the damage caused by their insured motorist who admits doing it if you want an insurance company who has no problem taking your money but yet refuses to pay their own debts you found the right company in geico geico is not a company of honor or respect

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[redacted]
1:PM (minutes ago)
tome
Hi [redacted],
As per our phone conversation my complaint against Geico has been resolved Thank you
[redacted]

"> August 22,
[redacted]
Revdex.com of Metro
WashingtonDC & Eastern Pennsylvania
K StNW, 10th floor
WashingtonDC20005-
VIA FACSIMILE: ###-###-####
RE: [redacted]
Insured: [redacted]
Policy Number: [redacted]
NAIC: [redacted]-GEICO Indemnity
Dear [redacted]:
Thank you for your recent inquiry dated August 14, 2014. I welcome the opportunity to respond to [redacted]' automobile insurance policy concerns
Policy records indicate policy [redacted] was issued to be effective November 3, 2013. [redacted] paid a down payment of $and elected to have his payments electronically withdrawn from his bank
On November 22, 2013, [redacted] received an electronic funds transfer bill notification indicating a payment of $would be deducted from his checking account. This payment was processed on December 3, and returned by his bank on December 11, for insufficient funds
[redacted] was mailed a notice of cancellation on December 12, to be effective December 23, if the required payment was not provided
When the required payment was not received, GEICO cancelled [redacted]' policy effective December 23, resulting in earned premium of $62.44.
I have attached a Statement of Account for your review
I hope this information will assist you in resolving this issue. If additional information is required, please contact Karen C[redacted] at ###-###-####. Her office hours are Monday through Friday, 8:a.mto 4:p.mEST
Sincerely,
John *L[redacted]
AVP, Underwriting
Enclosure: SOA

April 4,
"LINE-HEIGHT: normal; MARGIN: 0in 0in 0pt" class="**oNormal">
[redacted]
Revdex.com
KStreet NW, 10th Floor
Washington, D.C. 20005-
Re: File Number: [redacted]
Policy Number: [redacted]
Complainant: [redacted]
Dear **[redacted],
This is in response to your March 30, correspondence. On March 10, 2014, **[redacted] requested that we cancel his policy effective March 14, 2014. The policy was cancelled per his request, and we are billing him for coverage we provided from November 16, to March 14, 2014. We are sending **[redacted] a statement of his account via mail
We regret **[redacted]'s decision to terminate coverage with us. However, we are unable to delete the account balance as we are only billing him for the coverage we already provided. If additional information is needed to close your file, please contact [redacted] at ###-###-#### or [redacted]
Sincerely,
[redacted]
Assistant Vice President

"> July 14,
[redacted]
Revdex.com of Metro
WashingtonDC & Eastern Pennsylvania
K StNW, 10th floor
WashingtonDC20005-
VIA FACSIMILE: ###-###-####
RE: [redacted]
Insured: [redacted]
Policy Number: [redacted]
NAIC: [redacted]-GEICO General
Dear **[redacted]:
Thank you for your recent inquiry dated July 3, 2014. I welcome the opportunity to respond to **[redacted]'s automobile insurance policy concerns
Our records indicate on June 28, 2014, **[redacted] requested his GEICO policy start effective June 30, 2014.
After a discussion with [redacted] Insurance Company on June 30, 2014, it was confirmed **[redacted] had insurance coverage through them from June 15, through June 30,
Based on the new information obtained on June 30, 2014, GEICO is not responsible for the premium **[redacted] owes to [redacted] Insurance Company
I hope this information will assist you in resolving this matter. If additional information is required, please contact [redacted] at ###-###-#### or via email at [redacted] Her office hours are Monday through Friday, 8:a.mto 4:p.mEST
Sincerely,
[redacted]
AVP, Underwriting

GEICO
Washington, D.CGeorge WR[redacted]
Senior Vice President
January 15, [redacted] The Revdex.com
RE: File Number: [redacted]
Dear Ms[redacted]:
Thank you for your letter of January 6, 2015, regarding the consumer's claimThe consumer's vehicle was inspected on January 7, We have contacted the consumer and extended our apologies for not meeting her expectations or ours, with our level of communication and service provided, and have assured her we would make every effort to handle her claim as expeditiously as possible going forwardThe consumer's rental coverage has been extended to cover the projected repair time and includes coverage for the inspection delayThe consumer has confirmed there are no further issues at this timeWe will stay in contact with the consumer until the conclusion of her claimIf you have any questions, please feel free to contact Bryon L[redacted], Auto Damage Manager,
at ###-###-####Very truly yours,
George WR[redacted]
Senior Vice President
GWR/Sdh
Government Employees Insurance Company Regional Office-[redacted] - Lakeland, FL m ###-###-####

August 1,
"">
Revdex.com
Attn: Anita Horne
K StNW, 10th Floor
Washington, D.C. 20005-
Re: [redacted]
Case No[redacted]
Dear [redacted]:
This is in response to your correspondence received in our Washington, D.CExecutive Offices. It was referred to the [redacted], TX Regional Office for a reply
On June 2, 2014, GEICO mailed [redacted]'s renewal paperwork, effective July 18, through January 18, (copy enclosed).
[redacted]'s policy is on the Electronic Funds Transfer payment method. A minimum of three calendar days is required in order to stop an Electronic Funds Transfer extraction (copy enclosed).
On June 2, 2014, an Electronic Funds Transfer Bill Notification was sent. The Electronic Funds Transfer Bill Notification reflected the automatic deduction amounts and datesThe Notification also states a reminder notice will be emailed days prior to the extraction (copy enclosed).
The June 2, Notification reflected the first payment of $was due June 18, 2014. An Electronic Funds Transfer payment in the amount of $was received June 18,
On July 8, 2014, an Electronic Funds Transfer Bill Notification was sent reflecting a payment of $would be extracted on July 18, (copy enclosed). An Electronic Funds Transfer payment in the amount of $was received July 18,
On July 21, 2014, GEICO received notification from the bank that [redacted]'s payment of $was returned as Insufficient Funds, therefore, the bank automatically re-submitted the check for payment.
On July 25, 2014, [redacted] contacted the Customer Service Department and made a credit card payment of $
Our bank automatically resubmits Electronic Funds Transfer payments even when a replacement payment is made, if the resubmission is allowed by the customer's bank
On July 28, 2014, the re-submitted July 18, payment of $was returned by the bank as Insufficient Funds. A $Penalty Charge was applied and the payment was reversed from the policy
We regret [redacted] received miscommunication from the Customer Service Department regarding the payment.
Upon closer review of [redacted]'s policy, we will remove the $Penalty Charge applied to the policy. However, we decline to reimburse [redacted] the $for his other returned check fees.
We trust this information will allow you to close your files. If you need additional information please contact Jerry M[redacted] by telephone at ###-###-#### from 8:am to 4:pm CST or by email at [redacted]
Sincerely,
Patti K[redacted]
Underwriting Manager
Enclosures
Cc: [redacted]

April 11, 2014
 
Revdex.com of Metropolitan
Washington DC and Eastern Pennsylvania
1411 K St.  NW, 10th floor
P.O. Box 149104
Washington, DC  20005-3404
 
Attention:  [redacted]
 
RE:         CASE
NUMBER:                 [redacted]                                                                                                                               
                                COMPLAINANT:
              [redacted]                 
                                INSURED:
                            [redacted]                 
CLAIM
NMBER:              [redacted]                                  ...⇄
POLICY
NUMBER:            [redacted]        
DATE OF LOSS:                 December 12, 2013            
COMPANY:                         GEICO Advantage
Insurance Company         
 
 
Dear **. [redacted]:
 
Thank you for your letter of
March 25, 2014.
 
[redacted] met with Auto
Damage Supervisor [redacted], on April 2, 2014.  **. [redacted] informed **. [redacted] that we could
not confirm or deny that the damage to the rear bumper of his vehicle occurred
during the repair process at our guaranteed facility.  **. [redacted] advised that we would purchase a
chrome bumper to complete the vehicle repairs. 
He also advised that we could not guarantee the fit of the bumper until the
bedside and frame damage were corrected.
 
If there are any additional
questions, please feel free to contact Claims Manager [redacted] at ###-###-####.
 
Sincerely,
 
 
[redacted]
Auto Damage Director

March7, 2014
Dear **. [redacted]:
This is in response to your correspondence received in our Washington, D.C. Executive Offices. It was referred to the [redacted], TX Regional Office for a reply.
 
[redacted]had a GEICO Indemnity policy number [redacted]...

effective July 11, 2013 through January 11, 2014 (copy enclosed). The billing method selected was the Recurring Card Payment plan using a [redacted] credit card (copy enclosed).
A Recurring Card Payment Notification was mailed to [redacted] on July 31, 2013 to advise the next automatic charge to her [redacted] card amount would be in the amount of $334.54 on August 11, 2013 (copy enclosed). The [redacted] recurring card payment was applied to [redacted]’s policy on August 11, 2013.
On September 5, 2013, GEICO received a [redacted] credit card dispute in the amount of $334.54 indicating the charge was fraudulent. The cardholder’s name was not listed on the dispute paperwork. The dispute was contested by GEICO since the credit card had been used multiple times for payments on [redacted]’s policy.
On November 22, 2013 the [redacted] pre-arbitration was settled and the amount of $334.54 was removed from [redacted]’s policy and returned to the recurring credit card. A letter was mailed to [redacted] to advise the payment was removed from her policy (copy enclosed). As a result of the payment being reversed, the policy was only paid for until November 24, 2013.
On November 30, 2013, a Recurring Card Payment Notification was mailed to [redacted] to advise the automatic charge to her credit card would be $553.94 due on December 11, 2013. The $553.94 represents the $334.54 reversed payment plus the current installment amount of $219.40 for the December 11, 2013 payment (copy enclosed).
On December 5, 2013, the Internet Unit received an e-mail from [redacted] indicating she wanted to postpone the payment and did not want her credit card charged until the matter was resolved (copy enclosed). Therefore, the policy was changed from Recurring Credit Card to the Direct Invoice billing method.
On December 12, 2013, a Notice of Cancellation for Nonpayment of Premium was mailed to [redacted] in the amount of $334.94 indicating if a payment was not received by 12:01 a.m. on December 23, 2013 the policy would cancel (copy enclosed).
The payment was not received and on December 27, 2013, a Balance due on Canceled Policy was mailed for the earned amount due of $209.32 (copy enclosed). The policy was only paid for until November 24, 2013, however coverage was provided until December 23, 2013.
On December 30, 2013, [redacted] contacted a GEICO representative and requested the disputed funds of $334.54 be reapplied to the policy. GEICO advised [redacted] the funds had been removed from her policy and were returned to the recurring credit card on file. [redacted] stated the funds were not on her credit card. We then advised [redacted] she would need to contact the banking institution for investigation. [redacted] then advised since the time the payment was to be returned to her credit card that she had closed the credit card account.
On December 31, 2013, GEICO confirmed with Wells Fargo the payment was released to the cardholder’s bank.
We regret any inconvenience that [redacted] has experienced; however, she will need to contact her bank for the investigation.
If you need additional information please contact [redacted] by telephone at ###-###-#### from 8:00 am to 4:30 pm CST or by email at [redacted].
Sincerely,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: at this point the issue has not been resolved. Until I am able weatherwise to comply with the demands made by [redacted], and until our insurance is reinstated, I feel forced to reject the company's response.
Regards,
[redacted]

April 17,2014
Dear [redacted]:We have received your letter requesting assistance on behalf of **. [redacted]. I welcome the opportunity to respond to his concerns.**. [redacted] purchased GEICO Casualty Company policy [redacted] on February 10, 2014 online at geico.com without...

the assistance of an agent. In our application we asked him to provide information regarding any tickets or accidents that had occurred in the past 5 years, as well as license suspensions that had occurred in the past 10 years. **. [redacted] declared two non-fault accidents from January and June 2010.Following a routine underwriting review of **. [redacted]’s policy we discovered a 2012 accident which he declared on his previous GEICO Casualty    Company    policy [redacted].    The    addition of this new loss resulted in a pro-rated increase of $388.87.    As mentioned in his letter to the Bureau, we explained this increase to **. [redacted] and asked that he provide documentation from his carrier at the time showing that there had not been an accident on this date. Regrettably, **. [redacted] contacted us on April 11, 2014 and elected to voluntarily cancel his policy and a refund was returned to his last payment.We regret we were unable to resolve **. [redacted]’s concerns prior to his decision to cancel his policy. If you have any additional questions, please contact my associate, [redacted], at ###-###-####, extension [redacted].Sincerely,

July 11, 2014
Dear [redacted]:Thank you for your July 8,2014 follow-up inquiry.Pursuant to your request we have reviewed the claim and the medical billing. We have paid all bills as received. We have recently handled two bills that were turned over to collections for [redacted] along with the late charges.The bills and records that we received from [redacted] were date stamped into our mail room on May 14, 2014. The medical bills were paid on May 18, 2014. It appears once we received the medical billing we acted promptly to resolve the billing and any late fees associated with the charges. The late fees were considered as a matter of customer service to [redacted].We regret any inconvenience to [redacted] during the claim process; however, we believe the process has been handled properly in line with our receipt of the medical billing. If new information is available we would be happy to review it.If additional information is needed you may contact [redacted], Claim Manager, at ###-###-####, extension [redacted].
Sincerely,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I feel that my car was not properly inspected in 2008.  The door they installed did peel paint some years later but they also didn't hook up the power lock system. I do believe my account of the incident is completely plausible do to the poor workmanship that was not detected upon completion of the vehicle in 2008.    I feel the accident being describe in 2014 was actually caused by the loosing of the under panel in the tire well causing the tire to shred!  The tire never blew.  I drove my car for 2 miles to finally park my car in a safe spot.  (PS if my tire had blow why doesn't the rim need replaced.)
This problem has caused me great distress.  In order to get my car repaired my insurance company called this a collision and has recorded this on my personal driving record and cost me 500$ deductible.  It will be difficult to have [redacted] to admit blame because the same person who inspected it in 2008 is the same person saying it is my tires fault.  I am sure he doesn't want to take responsibility for a poor inspection because it may affect his employment.  However, as a trusting customer I feel it is Frankel's responsibility to see my position and my dissatisfaction with their response.
Thank you for your help in this matter.   If necessary I can send you the completed details of my car repair from [redacted]'s [redacted].
Regards,
[redacted]

June 19, 2014Dear [redacted]:Thank you for your letter dated June 3, 2014. It has been forwarded to me for a response.[redacted] reported the loss to GEICO indicating her vehicle had been vandalized while stored at a repair facility. We advised [redacted] that her policy carried...

Comprehensive coverage but did not carry Rental Reimbursement coverage. We issued payment for the damage to her vehicle and have issued a subrogation demand to the repair facility.We asked [redacted] to submit her out of pocket expenses, to include her rental bill, which we will submit on her behalf to the repair facility but we have not received her receipts to date. On June 19, 2014, we attempted to reach [redacted] again to obtain receipts for her out of pocket expenses. Her voicemail was full so we are sending a letter in an attempt to reach [redacted].Our records do not support that we informed her she would be covered for rental for this loss if she added the coverage after the date of loss. Should you have any other questions or concerns, please contact Claims Supervisor [redacted] at ###-###-####.Sincerely,

April 16, 2014
Dear [redacted]:We are in receipt of your letter regarding the cancellation of [redacted] auto policy,[redacted] auto policy was cancelled on January , 2014 for failure to provide necessary underwriting information, specifically the location and driver information of her...

vehicle. A notification of this cancellation was mailed on November 18, 2013,During a telephone conversation on July 22, 2013, [redacted] informed our service agent that she was currently living in Washington and that her vehicle would be moved to Florida with her parents. On September 25, 2013, after reviewing the policy, our underwriter contacted [redacted] regarding the location of the vehicle. [redacted] confirmed that she was in fact in Washington, but her vehicle was still located in Virginia with a friend. When questioned about the vehicles location and friends driver information, [redacted] would not provide this information so that the policy could be rated properly. A questionnaire was also sent to [redacted] as a second attempt to obtain the information that was requested by our underwriter.A review of the policy on November 18, 2013 showed that the policy had yet to be updated so as a result, notification was mailed advising [redacted] her policy would cancel as of January , 2014. [redacted] has clearly stated she is in another state and therefore we believe she does not have care, custody or control of her vehicle. A copy of the termination letter is attached. The termination letter was mailed to the address we had on record. [redacted] never informed us of any other mailing address.We believe we provided [redacted] ample notice on the termination of her auto policy, GEICO is under obligation to inform the Department of Motor Vehicles anytime a policy is cancelled. We do not see that GEICO has erred in this matter and at this time we will not consider reimbursing [redacted] her drivers license reinstatement fee,Government Employees Insurance Company

July 15, 2014
Dear **. [redacted]:We have received your letter requesting assistance on behalf of **. [redacted]. I welcome the opportunity to respond to his concerns. Please note his concerns are related to a policy shared with his spouse, **. [redacted] who is the Named Insured...

on the policy.A review of our records indicates **. [redacted] visited our website on June 24, 2014 and obtained quotations for a GEICO policy. All three quotations generated at this time were for four vehicles with varying coverages and differing limits. It is important to note in each quote request **. [redacted] indicated neither she nor **. [redacted] had any theft or vandalism claims, accidents, or other convictions in the last five years. Of the three quotations obtained on June 24th, the highest premium quoted was $1001.77.Subsequently, **. [redacted] telephoned us on June 28, 2014 to purchase a policy for her and **. [redacted] and their four vehicles. At this time, we discovered two undeclared convictions for **. [redacted]; a Stop Sign violation on January 1, 2014 and a Traffic Device violation on August 8, 2011. Since these new convictions would increase their premium, **. [redacted] initially requested that the policy begin effective on August 8, 2014. She purchased the policy and paid in full with a premium of $1386.60. Please note the coverages purchased at this time were slightly different than those quoted online on June 24, 2014. In this case, the primary difference was Non-Deductible Glass for all four vehicles.The following day, **. [redacted] contacted us to begin her coverage effective June 30, 2014. The premium for her, **. [redacted], and all four vehicles was $1672.67. **. [redacted] also adjusted the policy coverage at this time and added Comprehensive, Collision, and Emergency Road Service from the 2008 [redacted]. This change in effective date and additional coverage resulted in a pro-rated increase of $286.07 being added to the policy balance.On July 1, 2014, **. [redacted] contacted us and requested to delete the 2008 [redacted] from the policy and this endorsement resulted in a decrease of $326.30. However, based on the recent increase by adjusting the inception date of the policy, a refund of $40.23 was then sent to **. [redacted] and **. [redacted].We apologize if **. [redacted] was unclear that his policy with **. [redacted] was originally written for $1386.60 and regret any difficulty this matter has caused him. In reviewing his policy we are unable to locate or verify a quoted premium of $1100 as he notes in his letter to the Bureau. For your review, we have enclosed the Declarations Pages and a statement of account for the policy.I hope this information is helpful in resolving **. [redacted]’s concerns. If you have any additional questions, please contact my associate, [redacted], at ###-###-####, extension [redacted].

July 31, 2014  
Dear [redacted]:Thank
you for your letter of July 15, 2014.On
the evening of May 13, 2014, a loss was reported by our insured, [redacted],
to our call center.  She reported driving
a vehicle that was not listed on her policy. 
It...

was explained at that time that since she was driving a vehicle not
listed on her policy, we would conduct an investigation to determine if
coverage would apply for this accident.  Our
adjuster attempted to contact [redacted] multiple times via letter and
telephone.  Specifically, we made six
telephone attempts and two letter attempts. 
We did not receive a reply to any of the eight contact attempts.  Consequently, we were unable to complete our
investigation and issue any payments.  [redacted] did not contact us until Saturday, July 5, 2014, three days prior to
her license was to be suspended effective July 8, 2014.  We were able to conclude our investigation on
July 7, 2014 which determined that we were not the primary insurer in this
accident, but rather [redacted] was the primary insurer.  It is our understanding that [redacted] did in
fact handle the damages from this accident. 
Therefore, we were unable to issue proof of insurance for this vehicle
to the Bureau of Motor Vehicles.  We did
inform [redacted] that this information would ultimately need to come from
[redacted] in order to protect her from license suspension.  To aid her in this situation, we did send a
letter to the BOV advising them that [redacted] is insured with us; however,
the BOV indicated they needed a letter from [redacted] as the insurer of the
vehicle involved in the accident. While
we understand [redacted]’s frustration, we feel we did everything we could
to help her in this situation.  If you
have any further questions, please contact John M[redacted], Claims Manager, at ###-###-#### or at [redacted].Sincerely, Suzanne
W[redacted]Assistant
Vice President

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  I had to zoom in 4 times just to see that additional payment statement.  To avoid further issues with people you need to make it much larger so that people can see it because it was not obvious.  And maybe putting a total at the bottom would be nice too.  It is a sneaky way to collect old bills and I will never ever use your service again, also I will tell everyone how sneaky you people are and they shouldn't trust your company with credit card/debit card information.
Regards,
[redacted]

April 18, 2014 Dear **. [redacted]:Thank you for your letter of April 5, 2014.This loss was reported as occurring on February 27, 2014. It was reported that **. [redacted] was traveling on Highway ** when she struck a dog.Unfortunately, there were several circumstances that had to be...

investigated prior to indemnifying **. [redacted] for her damages. First, the policy was purchased only a day prior to the incident via electronic check. It was necessary to wait to issue payment to ensure that the check did clear. Second, there was no independent verification of the date of loss by the witness, tow receipt or police report. Given that the date of loss was so close to the date of policy inception, it was necessary to investigate and confirm the date of loss. Finally, through our investigation, it became clear that there might possibly be other coverage in force via her previous insurance carrier, [redacted] Insurance.We sincerely apologize for the inconvenience this has caused **. [redacted]. Upon conclusion of our investigation we issued payment to **. [redacted] on April 7, 2014 in the amount of $2,277.64.Should you have any further questions please contact Claims Manager, [redacted], at ###-###-#### or a [redacted].Sincerely,[redacted]