Geico Corporation

April 14, 2014
Dear [redacted],
We received your correspondence dated March 25, 2014, regarding the above noted complaint.  We have not included any personal identifying information in our response, as you requested.
The Applicant obtained several online quotes through our...

website and through third party companies that provide customers with a variety of insurance quotes over a period from March 8, 2014 through March 14, 2014.  We disclose to our customers that we use credit data when we offer insurance quote.  When we obtain successful credit data for an applicant, we reuse that credit data for subsequent changes to the quote for a period of 90 days.  The e-mail we sent the Applicant advised her that her credit did not yield the best-possible underwriting category, as the Fair Credit Report Act required.  The e-mail did not indicate or represent that we obtained additional credit data for the Applicant after her quote.
We spoke to the Applicant on April 9, 2014, regarding her concern.  She asked us to confirm that number times we obtained her credit data.  We informed her we only obtain a credit inquiry once within 90 days where we recognize the inquiry resulted from the same person.  Since the Applicant received a variety of quotes through different sources, we are unable to ascertain whether her subsequent quotes used credit data already obtained, or resulted in new credit inquiries.  We referred the Applicant to our credit vendor, [redacted], for more information on the quantity and dates of credit inquiries related to her quotes. 
We trust this information is sufficient to allow you to close your file.  Please call [redacted], Sales Director, at ###-###-####, if you have further questions.
Sincerely,

I was not happy with the way Geico staff treated my incident of last year, 2014. I didn't know about it until 2015, when I was shopping around for auto insurance quotes.
Very heartless ppl. Please make sure you read everything when you contact their customers service.

July 7, 2014
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[redacted]
Revdex.com
1411 K. Street NW, 10th Floor
Washington, D.C.  20005-3404
 
Re:       File Number:               [redacted]
            Policy Number:           [redacted]
            Complainant:               [redacted]
 
 
Dear **. Horne,
 
This is in response to your June 28, 2014 correspondence.  On June 16, 2014, **. [redacted] purchased the above policy and requested we file a certificate of financial responsibility ([redacted]) for [redacted].  On June 19, 2014, our underwriting department reviewed **. [redacted]’s policy and identified an unreported accident from October 15, 2011, which resulted in an increase in the six-month premium from $1,500.90 to $1661.60.  At that time, we also determined not to continue the policy based on the overall risk and total activity. 
 
We notified **. [redacted] by post office receipt secured mail dated June 23, 2014, that we were cancelling her policy effective July 8, 2014.   A refund of $67.55 was refunded to her credit card on June 21, 2014.  **. [redacted] requested that we cancel her policy effective June 27, 2014.  The change in the cancellation date generated an additional credit for $110.65 that was refunded to her credit card on June 28, 2014.  When the credit was available in her account was dependent upon her banking institution. 
 
We present our customers with a disclosure advising them that we use a credit-based insurance score for underwriting purposes.  The use of a credit score is acceptable according to The Fair Credit Reporting Act which specifically gives insurers permissible purpose to obtain credit data when used for underwriting.  We are required to send the customer this notice regarding our review of their credit report.
 
We regret that we could not continue the policy due to **. [redacted]’ license revocation and apologize for the inconvenience that may have been caused.  If you have any further questions, please contact [redacted] at ###-###-#### or [redacted]. 
 
 
Sincerely,
 
 
[redacted]
Assistant Vice President

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

I have had Geico for several years. Money is on auto draft. No claims. My husband gets a ticket. I receive a letter saying I need to sign a paper removing my husband from the policy. I call Geico. First representative says yes. If you don't sign and remove your husband your policy will not be renewed on May 18, 2016. So I hang up and find another policy. Call back to cancel. Second rep says no the first rep was lying. You can keep him on your policy but your rate will increase. I hang up. Think about it and call back to cancel due to the horrible customer service and lack of knowledgable people. Third rep I speak to says I will have my refund in a couple days back into my bank account. The same bank account Geico pulls their fee from every month. Seven days later no refund. Call back today 4/25/16, forth rep says my money is being held. Held for what ??!! I have no claims with Geico and will be taking this to the Revdex.com. My suggestion is invest some of the money you are taking from people every month in rate increases for people who have no claims and invest it in your people and get some training. Not a single person knows what they're talking about in your company. Last thing I need to know is where is MY money I am owed ?

[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:
 
 
Please see attachment. I left Geico for [redacted], I notified them of these facts. They have no excuse, I was told they we doing me a service, that I did not request, I went to another company. If I had had an accident I would have called [redacted] my insurance company not the company I left.
Regards,
[redacted]

July 29, 2014To Whom It May Concern:This letter is in response to the customer complaint dated July 21, 2014 and received in our office July 23, 2014 for [redacted]. To address the specific concerns in the complaint, we have completed a review of the GEICO Commercial Auto insurance...

policy.The nature of [redacted] complaint was the delay in processing returned funds due to an overpayment made through [redacted] Bank via their Bill Payer system. An overpayment was made through Bill Payer in the amount of $94,23,GEICO Commercial’s Accounts Receivable department researched this issue beginning in April of 2014 and advised that this was not a refund check from GEICO, but a memo regarding the overpayment on her Commercial auto policy. GEICO advised at that time that [redacted] Bank would be responsible for returning the funds, but if [redacted] could provide a copy of the back of the memo that it could be researched further to see if this was ever cashed by GEICO.As of July 2014, the insured has been given the phone number to [redacted] Bank to discuss returning funds to her account as it appears that GEICO has neither cashed the check nor applied the funds in the amount of $94,23.Should you have any additional questions or concerns, please contact my associate Ryan O[redacted] at ###-###-#### during the hours of 9:00 a.m. and 5:30 p.m. Eastern Standard Time.Sincerely,Nathan D**
Manager, GEICO Commercial

September 8, 2014
Dear [redacted]:
Thank you for your inquiry of September 4, 2014.
The above referenced complaint arises from an automobile accident that occurred on January 25, 2014, involving John Callahan. Based on the facts initially reported by [redacted], we classified...

the accident as at-fault, which was sent to the reporting agency referenced in [redacted]'s complaint. We later amended our decision and it appears the reporting agency did not update their records.On August 20, 2014, we received a call from [redacted] requesting that we update the records. We informed [redacted] our claim file reflects not at-fault and agreed to send a letter to [redacted] supporting same. Additionally, we filed a request with the reporting agency, [redacted], to correct the record. We understand it will take several weeks for that to occur.
We apologize for any inconvenience experienced by [redacted]. Should you have any further questions, please contact Jeremy H[redacted], Claims Manager, at ###-###-####, or email at [redacted].
Sincerely,Suzanne W. 
Assistant Vice President

October 7, 2014
Dear [redacted]:We have received [redacted]’s rejection to our response. In his rejection he states he was never involved in an accident and it is disappointing that GEICO would make up a blatant falsehood. He states he always paid his premium on time or early.We apologize that [redacted] does not recall being involved in an accident on November 12, 2013 at approximately 2:33pm. The claim notes indicate that [redacted] was driving a 1998 [redacted] and he reported the loss to our office.Our records do not coincide with [redacted] always paying his premium early or on time. Please See the attached Statement of account which shows cancellation notices Inailed after the regular installment date had passed,We apologize that [redacted] does not agree with the facts pertaining to his policy.I hope this information will assist you in resolving this matter. If additional information is required, please contact Terry B[redacted] at ###-###-#### ext, 1779 or via eImail at [redacted].Sincerely,
John L.
AVP Underwriting

July 3, 2014

class="InsideAddress"> 
Revdex.com OF METROPOLITAN WASHINGTON DC
         AND EASTERN PENNSYLVANIA                 
1411 K ST. NW
, 10TH FLOOR            
WASHINGTON DC  20005-3404
ATTN: ANITA [redacted]
            
Re: Policy Number: [redacted]
            ID Number: [redacted]
        Re: [redacted]
 
Dear **. [redacted]:   
 
This is in response to your email of June 29, 2014, addressed to [redacted] of GEICO.  Your letter has been referred to me for response as the emergency Road Service Department is my responsibility.  
 
Our records show that on May 28, 2014 we received a request from **. [redacted]’s father to cancel his GEICO automobile policy, [redacted] as he was signing the vehicle over to his son, who then secured his own GEICO automobile policy as shown above.  He was afforded the same coverage that his Dad had, which did not include Emergency Road Service Coverage.  On June 27, 2014 **. [redacted] called for assistance with a jump start.  We advised him that he did not carry the coverage.  He then called our service department to have Emergency Road Service Coverage added.  He called back the next day to request assistance with a jump start.  The service was denied as a pre-existing condition.  We advised him that if he could furnish us with a copy of a repair bill for the prior day, we would be happy to cover the service.  He declined to do so.   
 
We deeply regret that **. [redacted] chose to remove Emergency Road Service Coverage, an inexpensive yet valuable coverage, from his vehicle as a result of this incident.  Neither his Family Automobile Policy Contract, nor the Emergency Road Service Coverage Amendment provides any coverage for lost wages, or the purchase of tools used to maintain the vehicle. 
 
We deeply regret that **. [redacted] did not have a full understanding of his coverage, and 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. [redacted].
 
Sincerely,  
 
[redacted]
Customer Advocate
Centralized Services

Geico and its employees are scam artists in collusion with glass repair companies having solicitors come to my house and tell me I have damage to my windshield they could cover when I apply for a glass waiver. I applied for the waiver - PAID FOR THE WAIVER - and received zero service. I still have the same chipped and cracked windshield that's supposed to be covered for free in the state of Az. Geico refused to give me service or a refund - only crediting me the difference for the month. Stealing money from a paying customer of 2 years - THAT'S a d[redacted] shame.

September 8, 2014Dear [redacted]This will acknowledge receipt of your September 5, 2014 inquiry regarding the above referenced private passenger automobile insurance policy.Our records indicate that [redacted] previously insured two vehicles under GEICO auto...

policy number [redacted], which was cancelled effective July 21, 2010 as per [redacted]’s request. The policy cancellation resulted in an outstanding earned premium balance of $162.13 since the policy was not paid up to the requested cancellation date. Enclosed are copies of the multiple bills that were sent to [redacted] at that time reflecting the outstanding balance that was owed on the cancelled policy.On August 19, 2014 [redacted] established a new policy ([redacted]) via our company’s website to insure a 2004 [redacted] with an effective date of August 20, 2014. At the time of the transaction, [redacted] was again informed of the outstanding earned premium balance of $162.13 from her prior policy, which she was required to pay before the new policy could be established. [redacted] then submitted the $162.13 payment via GEICO’s website along with a down payment of $125.30 in order establish the new policy.On August 20, 2014 [redacted] contacted GEICO via telephone and requested to cancel her new policy. As requested, the policy was cancelled effective August 20, 2014 and a refund of the down payment ($125.30) was subsequently applied to [redacted]’s VISA card on August 21, 2014. Enclosed is an itemized statement of account reflecting the transactions that occurred on the new policy.It is GEICO’s position that the earned premium payment of $162.13 that [redacted] submitted on August 19, 2014 was for coverage our company provided on her prior policy up to the indicated cancellation date. As such, we are unable to comply with [redacted]’s request to refund the said payment. GEICO is also unable to reimburse [redacted] for any overdraft fees that she incurred since our company has no control over how long her financial institution takes to credit her account with the refund that was promptly provided as indicated in the included statement of account.Since there appears to be no valid complaint against GEICO, we ask that this be removed from our record.

June 17, 2014
Dear [redacted]:We have received your letter requesting assistance on behalf of [redacted]. I welcome the opportunity to respond to her concerns. [redacted] telephoned us on August , 2013 to purchase a Washington GEICO Casualty Company policy which became...

effective the next day. In keeping with our standard procedures, the policy was issued for a six-month policy term of August 9, 2013 to February 9, 2014. At the time of purchase, we emailed a Declarations Page and Identification cards to the address [redacted] provided [redacted]. The following day we sent to her new policy paperwork as well.As [redacted] indicated in her letter, she provided her mothers credit card information at the time of sale to bind coverage. Among the various payment plans offered by GEICO, some require enrollment in an automatic payment plan at the time of purchase as was the payment plan selected by [redacted]. In this case, a [redacted] credit card ending in [redacted] was enrolled in our Recurring Card Payment program (RCP). On August , 2013, a payment schedule for the six-month policy term was mailed to [redacted]. In addition to this schedule, RCP Reminder emails were sent to her email address of record each month. Each email explained the upcoming due and advised on that date, we will charge amount due] to your [redacted] card ending in [redacted]. On February , 2014, [redacted]s policy renewed and an additional six-month RCP scheduled was mailed to her. We did not hear from [redacted] until March 21, 2014.[redacted] telephoned us on March 21, 2014 and requested to cancel her policy. She also requested her policy be cancelled as of September , 2013. We explained our policies are written in six-month terms; however, we backdated her request thirty days. We cancelled her policy effective February 21, 2014 and a refund of 96.96 was returned to her mothers [redacted] card.We recognize her opinion differs; however, there is no indication in [redacted]s policy showing she requested to cancel prior to her telephone call on March 21, 2014. Additionally, the agent who sold her policy made no indication of a request for a month of insurance and we do not offer monthly policies. We are willing to review any documentation [redacted] supplies showing she had other insurance during this timeframe. She may fax it directly to us at [redacted]. Upon receipt, we will review the documentation for possible backdating; otherwise, we will be unable to backdate her policy as requested in her letter.For your review, we have enclosed the policy documentation and renewal bills sent to [redacted], as well as the most recent RCP email showing the account used for monthly payments.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].Sincerely,

June 18, 2015Dear [redacted]I am writing to you in response to [redacted]’s concerns about the homeowner insurance premium.GEICO Insurance Agency, Inc. (GIAI) is a sales and service agent for [redacted] Insurance. As an agent we must abide by the rates rules and guidelines...

provided by the carrier. All rates and premiums are set by the carrier.[redacted] purchased homeowner coverage placed through [redacted] on September 9, 2014 to be effective on September 10, 2014. At the point of sale all policy coverage deductibles and the premium of $1,349 were discussed. Once the policy was bound a policy package outlining all of the terms and conditions of the policy. The package displays the annual premium of $1,349.
GIAI did not have any further contact from [redacted] until May 11, 2015 when she called in about the premium. During her May 11 call the deductible was changed per her request to lower the premium. A $94 refund was sent to [redacted] for this change.[redacted] contacted GIAI on June 6, 2015 and requested to terminate the coverage. Per her request coverage was cancelled effective the same day. A pro-rated refund of $280 was returned to [redacted].
As all rates are set by the carrier, GIAI does not price match or guarantee a policy premium will be lower than any other carrier. Premiums are presented based on the rates offered by a carrier for the underwriting criteria of a customer. The policy premium was generated by [redacted] and accepted by [redacted]. The annual premium was provided verbally to [redacted] and confirmed in writing.
If you have additional questions or concerns, please contact me at ###-###-####.
Sincerely,
Jeff B

August 14, 2014

class="MsoNormal"> 
 
[redacted]
Revdex.com of Metro
WashingtonDC & Eastern Pennsylvania
1411 K St NW, 10th floor
WashingtonDC20005-3404
 
RE:      Complaint Number:                                        [redacted]
            Complainant / Insured:                                   [redacted]                 
            Policy Number:                                    �...⇄ [redacted]
            NAIC:                                     �...⇄ - GEICO Indemnity
 
 
Dear [redacted]:
 
Thank you for your inquiry dated August 7, 2014 in reference to [redacted]’ complaint about the effective date of her automobile insurance policy and problems with the Department of Motor Vehicles.
 
After careful review of the policy records, [redacted]’ policy was bound January 18, 2014 at 11:01a.m. EST. Please see the attached screenshot. All insurance policies begin and end at 12:01a.m. the next day. [redacted] was covered as of January 18, 2014 at 11:01a.m. EST; however, her insurance policy effective date was January 19, 2014. GEICO provides electronic notification of insurance when the policy is issued or cancelled.
 
 In her complaint she indicates that she was on the phone at the time the accident occurred. Based on the police report provided, the time of loss was 10:44a.m. on January 18, 2014. Therefore, her policy was not in force when the accident occurred. Please see the attached police report. The time of the loss can be found in the upper right hand corner of the report. GEICO is not responsible for paying a claim when the coverage is not in force at the time of the loss.
 
[redacted] indicates in her letter that she was pulled over in August 2014 and notified her license was suspended and went to jail. She was advised by the Department of Motor Vehicles the next day there is no record of having insurance with GEICO or a copy of the police report.
 
[redacted] contacted Dachelle, a representative at the Department of Motor Vehicles, August 14, 2014 and confirmed [redacted]’ license were suspended effective July 3, 2014 for failing to provide proof of insurance from May 27, 2014. Dachelle confirmed that the license suspension is a result of no insurance from May 27, 2014 not prior to that date. [redacted]’ policy with GEICO cancelled April 19, 2014 for non-payment of premium.
GEICO would not provide the Department of Motor Vehicles with copies of accident records.  The police department would update the driving record.
 
In review of [redacted]’ complaint, GEICO does not bear responsibility for the January 18, 2014 accident as her policy was not in force. Nor are we responsible for her license being suspended as her policy cancelled April 19, 2014. Her policy was not in force May 27, 2014 as a result of the cancellation of her insurance policy, April 19, 2014.
 
[redacted] has an outstanding balance of $169.86 for coverage provided until April 19, 2014. This payment can be mailed to GEICO, One GEICO Plaza, Washington DC 20076.
 
I hope this information will assist you in resolving this matter.  If additional information is required, please contact Terry B[redacted] at ###-###-#### or via email at [redacted]. 
 
Sincerely,
 
 
Kathy *. A[redacted]
Director, Service
 
Enclosures:      Screen shot of bound date/time
                        Billing Notice
                        Police report
 
cc:  file

April 22, 2014
Dear [redacted],We received your correspondence dated April 15, 2014, regarding the above-noted complaint.We have not included any personal identifying information in our response as you requested.On April 10, 2014, our insured made two payments of...

$132.55 and $131.25 online at geico.com via electronic checks. Our website presented her with a confirmation page for both payments. In the process of making her second payment online, our website presented a notice that the last payment received was for $132.55 on April 10, 2014.On April 14, 2014, our insured called us in regards to the two payments. At that time, we advised her that we would be happy to refund one of the payments after we verified the payments had cleared her account. We requested that our insured send us a running bank statement showing that the payments cleared, so we could process her refund immediately.On April 16, 2014, we spoke to our insured regarding her concern. We attempted to contact her credit union to verify that the payments cleared her account, but her credit union was closed. Since we could not verify the payment with her credit union over the phone, we again asked her to send in a copy of a running bank statement showing that the payments cleared her account. We advised her that once the payments cleared, we could overnight a refund check at her expense. Our insured declined, and notified us that she intended to dispute the payment with her bank.Since our insured manually made two payments at geico.com, we regret that we are unable to reimburse her for any overdraft fees resulting from the payments. We trust this information is sufficient to allow you to close your file. Please call [redacted], Customer Service Director, at ###-###-####, if you have any further questions.Sincerely,

In Mr. [redacted]’s rejection to GEICO’s response dated May 16, 2016 he expresses further concern regarding the cancellation of his policy for non-payment of premium and subsequent increase in premium upon reissue.
As indicated in our prior response, Mr. [redacted] was sent a notice of cancellation for non-payment of premium advising that a payment of $132.40 would be due by April 23, 2016 to avoid policy cancellation. Mr. [redacted] was granted an exception to make the payment by April 25, 2016 to keep the policy active without a lapse in coverage. When a payment made to satisfy a cancellation notice returns, the cancellation notice is reinstated. As a result of the returned payment on May 5, 2016, the cancellation notice was reinstated effective April 23, 2016. Unfortunately Mr. [redacted] did not make a valid payment to GEICO within the required time frame to avoid policy cancellation.
We maintain that the lapse in coverage and subsequent increase in premium is valid. If you have any questions, or if GEICO can be of any further service in this matter, please contact Barbara F[redacted] at ###-###-####.
Sincerely,
Richard S. H[redacted]
Regional Vice President

1">                                     ...⇄ 14, 2014
 
[redacted]
Revdex.com of Metro
Washington DC & Eastern Pennsylvania
1411 K St NW, 10th floor
Washington, DC 20005-3404
 
 
VIA FACSIMILE: [redacted]
 
 
RE:                              [redacted]
Insured:                       [redacted]. [redacted]
Policy Number:           [redacted]
NAIC:                        [redacted]-GEICO
 
 
Dear [redacted]:
 
Thank you for your recent inquiry dated March 4, 2013. I welcome the opportunity to discuss **. [redacted]’s concern about the problem with the cancellation of his automobile insurance policy.
 
After careful review of the policy records, **. [redacted]’s policy was inadvertently cancelled effective November 25, 2013 and the overpayment of the policy was refunded.
 
**. [redacted] made GEICO aware of this error on February 11, 2014 and requested that the policy be corrected and cancelled for the correct date of December 20, 2013. GEICO corrected the cancellation to December 20, 2013 as requested.  Since the premium for this time period had been refunded, GEICO is due the premium for the time period the policy was in force from November 25, 2013 to December 20, 2013.
 
We apologize for the confusion and frustration that this has caused.
 
GEICO has provided proof of coverage for the time period in question. Additionally, we are enclosing proof of coverage from the October 11, 2013 renewal to the cancellation date of December 20, 2013.
 
 
As such coverage was provided during this time period and the premium of $194.90 is correct. Also, our records indicate that the balance has been paid.
 
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]. 
 
Sincerely,
 
 
[redacted]
AVP Underwriting
 
Enclosures: Proof of coverage
 
cc: file

April 7, 2014 To Whom It May Concern:Thank you for your inquiry of March 30,2014.On March 3, 2014, **. [redacted] reported that her vehicle had been struck while parked and unoccupied and sustained damage to the front bumper. **. [redacted] was informed that she carried a...

$500 collision deductible along with rental reimbursement with a limit of $900. A tow was set up on March 3, 2014, and **, [redacted]’s vehicle was towed to the repair facility of her choice. The damages to **. [redacted]’s vehicle totaled $1,054.24 and we issued a check for $554.24 to Complete Collision on March 10, 2014, which reflects the estimate amount less her $500 collision deductible,At the request of **. [redacted] we researched her policy and verified she has carried a $500 collision deductible since her policy inception on December 8, 2012. **. [redacted]’s policy paperwork mailed on November 26, 2012, reflects the same, as does the policy renewal paperwork mailed to **. [redacted] on June 9, 2013, and November 14, 2013.Unfortunately we cannot agree to pay **. [redacted]’s deductible as this was the deductible she chose. Additionally, we are unable to refund her policy premium back to her inception date as we have provided continuous insurance coverage to **. [redacted] since her policy inception of December 8, 2012.We sincerely regret any inconvenience **. [redacted] experienced during our handling of her loss. We believe that we handled her claim appropriately and in accordance with the provisions of her policy.Should you have any further questions, please contact [redacted] at ###-###-####.RE:    File    Number:Complainant:Sincerely,

March 19, 2014
Dear **. [redacted]:
We have received your letter requesting assistance on behalf of **. [redacted].
I welcome the opportunity to respond to her concerns.
**. [redacted] began insuring with us in 2013. Since...

that time, she elected to pay her premiums in monthly installments and chose to pay those installments using our Recurring Card Payments (RCP) program after January 31, 2013. When a policy is enrolled in RCP, payments are automatically extracted from our customer’s account on a specified due date. RCP schedules are sent after premium endorsements and beginning of each renewal period, along with pertinent renewal documents. **. [redacted] provided an [redacted] card ending in 1001 for the RCP program. **. [redacted]’s policy was also enrolled in our paperless policy and billing programs (ePolicy and eBill), which provide the benefit of receiving policy documents and installment bills via email. We were provided with an email address of [redacted] for these programs.
Based on her monthly payment plan, an emailed RCP reminder was sent to **. [redacted] on December 12, 2013 outlining the upcoming December 22, 2013 draft of $163.53. As scheduled, we attempted to collect this payment on December 22, 2013; however, the payment was declined by [redacted]. As a convenience, our system submits an electronic payment request a second time before it is considered a returned payment; unfortunately, the payment was declined again. As a result, a cancellation reminder notice was mailed on December 30, 2013 to advise that a payment was needed by January 10, 2014 to avoid a lapse of insurance. Our cancellation notices are sent Post Office Receipt Secured (PORS) which means the postmaster guarantees it was mailed. When no payment was received, **. [redacted]’s policy was cancelled for non-payment of premium.
As noted in her letter, **. [redacted] contacted us on January 28, 2014 to discuss her policy cancellation. A supervisor reviewed her policy and agreed to make an exception based on the recent Target security breach. We reinstated her policy with no lapse in coverage. The accompanying policy notes from our handling on this day indicate **. [redacted] would contact us to make her January payment and re-enroll in an automatic payment plan.
We received no additional payments in January and a standard billing reminder was emailed on January 28, 2014 advising a payment was due on February 12, 2014 in the amount of $163.53. As no payment was received, a cancellation reminder notice was mailed on February 13, 2014 explaining that a payment was needed by February 24, 2014 to avoid a lapse of insurance. Again, no payment was received and **. [redacted]’ s policy was cancelled for non-payment of premium on February 24, 2014 with an unpaid balance of $185.47.
On February 28, 2014, **. [redacted] visited geico.com after receiving an emailed billing for the unpaid balance. Our notice explained, “Thank you for your previous business. Your policy with us has canceled and your final bill is being mailed today. CURRENT BILL ~ Amount Due: $185.47 - Cancellation Date: 02/24/2014. ” **. [redacted] then paid the outstanding balance and we next spoke with her on March 7, 2014.
On March 7, 2014, **. [redacted] contacted us and reissued her policy effective March 8, 2014 with a six-month premium of $1,284.82. She reviewed her policy with two supervisors and each explained that we were unable to reinstate her policy without a lapse in coverage in this circumstance. We clarified the circumstances of this cancellation were not the same as the previous January 2014 lapse and we would not be able to restore her policy without a lapse as we had in January.
We apologize if **. [redacted] did not understand the reissue process or if the conversations she had with our supervisors did not clarify it sufficiently. When her policy was reviewed on March 7th for reissue, only the February 2014 lapse was being considered; however, having a lapse of insurance is a significant underwriting factor and often impacts the premium of a reissued policy.
For your review, we have enclosed the cancellation notice and unpaid balance email for **. [redacted]’s policy. I hope this information is helpful in resolving **. [redacted] concerns; however, if you have any additional questions, please contact my associate, [redacted], at ###-###-####, extension [redacted].