Geico Corporation

August 18, 2014
MARGIN: 0in 0in 0pt" class="MsoNoSpacing"> 
Revdex.com
Attn: Anita Horne
1411 K St. NW, 10th Floor
Washington, D.C.  20005-3404
 
 
Re:       [redacted]
            Case No. [redacted]
 
 
Dear [redacted]:
 
This is in response to your correspondence received in our Washington, D.C. Executive Offices.  It was referred to the Dallas, TX Regional Office for a reply.
 
On July 25, 2014, [redacted] obtained a GEICO online quote at a six-month premium of $881.17.  [redacted] reported the following occurrences:
 
July 1, 2010     At-Fault Accident
July 2, 2010     At-Fault Accident
July 1, 2012     At-Fault Accident
July 2, 2012     Speeding Violation
 
On August 18, 2014, [redacted] contacted the GEICO Sales Department to complete the quote.  The Sales agent confirmed the policy information, ran the Motor Vehicle Report and the Comprehensive Loss Underwriting Exchange report, and updated [redacted]’s occurrences per the reports:
 
September 30, 2011     At-Fault Accident
May 13, 2012              At-Fault Accident
May 16, 2012              At-Fault Accident
August 30, 2013           At-Fault Accident
May 24, 2012              Speeding Violation
 
Based on the updated information, the quote was adjusted to the correct six-month premium amount of $2,725.80.  The policy was offered to [redacted] based on the current driving record.  [redacted] declined the offer.
 
If [redacted] would like to accept the new premium, she may contact the Sales Department at her convenience.  We are available 24-hours a day at ###-###-####.  
 
If you need additional information please contact Patti K[redacted] by telephone at ###-###-#### from 8:00 am to 4:30 pm CST or by email at [redacted].
 
Sincerely,
 
 
 
Robert *. M[redacted]
Vice President
 
Cc:       [redacted]
            [redacted]
            [redacted]  [redacted]

August 12, 2014Dear [redacted]:We have received your letter requesting assistance on behalf of [redacted]. We previously addressed his concerns to the Bureau in previous complaint. We have enclosed a copy of our reply to File #[redacted]for your review.As of August 11, 2014, we...

have scheduled an interview with a GEICO investigator to clarify the facts surrounding [redacted]'s claim. Our interview is scheduled for September 24, 2014.If you need any further clarification, please contact my associate, Jose C[redacted], at ###-###-####, extension [redacted].Sincerely,Joe N[redacted] Assistant Vice President GEICO Advantage Insurance Company

I am in receipt of your correspondence dated March 17, 2016 regarding the above-mentioned...

complainant, I am responding to your request for information as it speaks to the underwriting cancellation of Mr. [redacted]’s homeowner policy written through [redacted] Insurance Company. -
GEICO Insurance Agency, Inc. is a sales and service agent for [redacted] Insurance Company. As their agent, we are required to adhere to their underwriting guidelines for new and renewal business.
We have contacted Mr. [redacted] to review his concerns. We explained to him that we are unable to reverse the [redacted] underwriting requirements for Mr. [redacted] based on the concerns found in the inspection performed. We explained to the insured that we can cancel the policy flat if he desired; however, we would not recommend this as this would leave him with a lapse in coverage on his home. Mr. [redacted] agreed and said that he will call us to cancel prior to the existing cancellation date of March 25, 2016 if and when he obtains other coverage.
Please contact me should you have any questions in regard to this matter at ###-###-####.
Carole T[redacted]
GEICO Insurance Agency, Inc.

Revdex.com:
I have Received the response regarding my complaint (ID [redacted]) I accept Geico's attempt to rectify the issue. I only wish that Geico and I could have come to an acceptable agreement on our own and I fear that If I didn't contact you (Revdex.com) that Geico would of remained unwilling to resolve this issue. Thank you for your assistance,
[redacted]

March 6, 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]’s concern over the cost of his insurance is understandable. GEICO strives to...

provide the best coverage at the lowest possible rate. The renewal documents show an increase in premium that was effective in Texas for policies renewing effective December 9, 2013 and later.**. [redacted]s GEICO automobile policy renewed effective September 21, 2013 through March 21, 2014 at a premium of $224.50. **. [redacted]'s Defensive Driving Discount had expired and was noted on the Important Policy Information Section of the Renewal Declarations Page (copy enclosed).**. [redacted] contacted GEICO on August 19, 2013. The Defensive Driving Discount was re-added effective August 20, 2013 as well as adding a Multi-Line Discount effective May 7, 2013 (copies enclosed). These discounts reduced **. [redacted]'s six-month policy premium to the amount of $196.20.**. [redacted]’s policy renewed effective March 21, 2014 through September 21, 2014 at a premium of $208.30, indicating a total renewal premium increase of $12.10. The premium increase is due to the statewide rate increase GEICO implemented and the deletion of the Multi-Line Discount as the additional policies with GEICO are no longer active, per the Important Policy Information Section of the Renewal Declarations Page (copy enclosed).We appreciate the driving record **. [redacted] has maintained; however, in order for the insurance system to work, each customer pays a relatively small portion of the total premium needed to cover the costs of the accidents of all policyholders in the group. Insurance companies pool the premium of many people to pay for the losses of a few. But if the cost of paying for the accidents of the group increases rates eventually may increase for all the customers in the group, even for those not filing clai**.**. [redacted] can reduce his rates through the many discounts we offer. He can contact the below Customer Service Department at his convenience to discuss the applicable discounts.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

April 14, 2014

class="InsideAddress"> 
Revdex.com OF METROPOLITAN WASHINGTON DC
         AND EASTERN PENNSYLVANIA                 
1411 K ST. NW
, 10TH FLOOR            
WASHINGTON DC  20005-3404
ATTN: [redacted]
            
Re: Policy Number: [redacted]
            ID Number: [redacted]
        Re: [redacted]
 
 
Dear **. [redacted]:   
 
This is in response to your email of April 8, 2014, addressed to [redacted] of GEICO.  Your letter has been referred to me for response as the Mechanical Breakdown Department is my responsibility.  
 
Our records show that on February 2, 2014 **. [redacted] called to report that she was having some problems with the air conditioning in her 2009 [redacted].  On February 6, 2014, we confirmed through [redacted], an odometer reading of 100,538 miles.  In accordance with [redacted]. [redacted]’ Multi-Risk Physical Damage Coverage Amendment:
 
     “Multi-Risk coverage will terminate either when the odometer reading exceeds 100,000 miles or when the age of the vehicle is 7 years old, whichever occurs earlier”. 
 
The Multi-Risk Physical Damage Coverage Amendment was mailed to [redacted]. [redacted] on September 17, 2008, the date the 2009 [redacted] was added.  While our system is designed to automatically remove coverage at the 7 year expiration, we cannot monitor mileage which is subject to change on an annual basis. 
 
As an exception, due to [redacted]. [redacted]’ tenure and prior record, as well as the limited mileage in excess of 100,000 miles, we have agreed to reopen the claim.  We called [redacted] and spoke to Justin, a service representative.  He advised that the rear air conditioner hoses needed to be replaced.  He stated the hoses run underneath the vehicle which leaves them exposed to ground debris. In his opinion, the hoses were punctured by hitting an object in the roadway.  We are advising [redacted]. [redacted] to take the vehicle back to [redacted], or any repair facility of her choice.  Once the vehicle is at a repair facility, we will send out an independent inspector to access the cause of the damage.  Our assistance with the claim will be determined after the vehicle has been inspected.    
 
We deeply regret that [redacted]. [redacted] did not have a full understanding of her 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

[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:What has been written in the letter from Geico is mostly incorrect: the case was opened without my consent, the description is part of the phone call in which I was being recorded, but I never authorized Geico to use it, nor confirmed them it was appropriate to extrapolate some sentences to make a case that does not exist. During that phone call, when the operator on the phone suggested me the first time to open the case, I also added that I was not quite sure whether the truck actually hit the car or it was just close and also that the front light I have not seen very well if it was a crack or actually as it turned on to be just a light reflex and the headlight is completely integer with no scratches on.
By NYS law, if I am not mistaken, it is illegal to record a person on the phone and use the information to open a case. This is the reason why I did not want to speak with Ms. Angela Z[redacted], because so far, Geico used any phone conversation record against me and I am afraid, not being a lawyer to do something wrong. That is why I suggested Ms. Angela, since Revdex.com is involved, to go through them and if they have nothing to hide, there should not be any problem, instead of placing suspicious phone calls in which I am being asked further questions that have noting to do with the case opened with the Revdex.com.
I would also add, if I am not mistaken, that according to NYS, any accident below 1001$ does not need to be reported to any insurance (in my case exaggerating we are talking about 100$). I doubt it this law is true, that they can have a contract with me overriding the law. Usually the law comes before any private agreement according to what I know of civil cases.Basically, during the first phone call I had with Geico, all the impressions I had on the phone with them were wrong and I really had not contact with any other vehicle. My wife reported to me she had a minor scratch coming out of the garage which could be easily considered as part of the normal wear of the car needless to be recorded from the insurance. They just came to know it because I was letting them know the reason why when the truck came very close to my car and I took a look of the front of my car I momentarily thought  there could have been a contact. I feel like after being extremely sincere with them, using extra precautions for any information they may need, I've been punished and taken advantage.
There shall be no records of this case and should I call any other insurance to insure my car, I should not be quote penalized because of any unnecessary records of non-happened events.
Regards,
[redacted]

Ms. [redacted]:
 
 
We are still investigating Ms. [redacted]'s claim. The facts of the loss provided by Ms. [redacted] and [redacted] are inconsistent. We requested contact information for Mr. [redacted]'s associate and for Mr. [redacted]’s nephew as Mr. [redacted] states that he was with both of them on the date of loss. If we are able to confirm coverage for the loss as reported, we will reimburse Ms. [redacted] for the damage to her vehicle, towing fees, and personal effects up to $200.00.
Please be advised that we did not change this claim from a theft claim to a vandalism claim as indicated by Ms. [redacted].  The vandalism claim is a separate claim for an incident that was reported as having occurred on October 13, 2016.
 
If you have any questions, please contact Claims Manager Michael L[redacted] at ###-###-####.

[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:
1) The accident that happened was under GEICO's insurance and GEICO had all the records that the agent must have been able to see. There was no property damage in the accident. The damage was to my vehicle.2) As Acknowledged in the email by Mr S[redacted] that it is an isolated agent  error, I have still not received an apology for the error.
3) Why was not I told that the premium can change tommorrow because GEICO hasnot finished the investigation of my record. It would have been much better if I was given a final amount after your company finished the required work. My account should not have been charged instantaneously without even finishing the work on your side. Your agent could have told me its an arbitrary quote and we will contact you with the final offer from GEICO rather than selling it cheaper and hiking it after taking money within 12 hours.
4) Any ways its all redundant at this point and I would not like to waste any more time playing tug of war with GEICO.  There is no mention in the response about when will I receive the refund of 186.72 for auto and 16 $ for renters deducted from my account. I would like to request information on when will I get the refund.
Regards,
[redacted]

6">                                     ...⇄                                             ...⇄ August 07, 2014
 
[redacted]
Revdex.com of Metro
WashingtonDC & Eastern Pennsylvania
1411 K St. NW, 10th floor
WashingtonDC20005-3404
 
VIA FACSIMILE: ###-###-####
 
RE:                               [redacted]
Insured:                         [redacted]
Policy Number:             [redacted]
NAIC:                          [redacted]-GEICO General
 
Dear [redacted]:
 
Thank you for your recent inquiry dated July 31, 2014.  I welcome the opportunity to respond to [redacted]’s automobile insurance policy concerns.
 
An excerpt of Georgia Statute 33-24-44.1 indicates the following:
 
(a)    An insured may request cancellation of an existing insurance policy by returning the original policy to the insurer or by making a written request for cancellation of an insurance policy to the insurer or its duly authorized agent stating a future date on which the policy is to be cancelled.
 
In order to ensure GEICO is following Georgia Statute 33-24-44.1, we require a written request for cancellation in Georgia.
 
For the security of our policyholders, if the request to cancel is sent by mail it must be signed by the Named Insured or the Co-Insured and requests sent by email must be sent from the email address on file.
 
Since [redacted] has provided a written request to cancel his policy through the Revdex.com, his policy will be cancelled effective August 1, 2014.
 
 
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, 8:00 a.m. to 4:30 p.m. EST.
 
 
Sincerely,
 
John ** L[redacted]
AVP, Underwriting

July 10, 2014
 
[redacted]
Revdex.com
1411 K. Street NW, 10th Floor
Washington, D.C.  20005-3404
 
Re:       File Number:               [redacted]
            Policy Number:           [redacted]
            Complainant:               [redacted]
 
 Dear [redacted],
 
This is in response to your July 7, 2014 correspondence.
 
We regret **. [redacted] rejected our previous response.  According to our records, the initial quote **. [redacted] received was generated from the Internet on March 4, 2014 and no accidents were reported.  On April 25, 2014, he spoke with an agent to purchase the policy. 
 
Our decision has not changed.  The current rate of $644.64 is the correct rate.  If **. [redacted] has obtained other coverage, we will cancel his policy the date it was obtained and refund any applicable credit.  We have filed the certificate of financial responsibility and affidavit of insurance for him and therefore a full refund of his payment is not applicable unless he obtained other coverage that is effective April 25, 2014.
 
If additional information is needed to close your file, please contact [redacted] at ###-###-#### or [redacted].
 
 Sincerely,
 
 
[redacted]
Assistant Vice President

Thank you for your September 26, 2016 e-mail regarding [redacted]'s complaint.  Mr. N[redacted] asked that I respond on his behalf and I welcome the opportunity.
We stand by our previous responses and will provide no further response to this complaint.
Sincerely,
Elizabeth C[redacted]
Underwriting Manager
GEICO Insurance Companies
EC/md

[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: the day that my vehicle was inspected damages unrelated to the hail storm were pointed out by the inspector as well as noted on the estimate. Those damages that were caused by the hail storm were done the same, these are the damages that I am disputing. I am not asking Geico to pay for curb damages or paint chips but actual dents in the door caused by the hail. How can Geico confirm damages were not caused by an act of nature when acts of nature are outside of human control, thus no one can specialize in such acts? I have pictures from the actual storm as well as a video of how hard and severe the storm was that caused such damages to my vehicle.  What documented written proof does Geico have and what evidence supports such?
Regards,
[redacted]

May 23, 2014
windowtext; mso-no-proof: yes"> 
Dear [redacted],We received your correspondence dated May 18, 2014, regarding the abovenoted complaint. We have not included any personal identifying information in our response as you requested.On February 26, 2014, the Consumers spouse requested to add a 1988 [redacted] Van to their policy. Our records reflect that at the end of this phone call, we transferred her to our automated system, at which time she changed the credit card used for their automatic payments. In order to authorize this change, she was required to enter the complete credit card number, the billing zip code, and confirm that that she understood future payments would be processed from that card.
An automatic payment was subsequently processed from the new credit card on March 13, 2014. That payment was not disputed. On April 3, 2014, we sent the Consumer an automated email reminder to advise him that his renewal payment would be automatically processed with the card ending in [redacted] on April 13, 2014. On April 13, 2014, we attempted to submit the Consumers renewal payment of $220.87; however, the payment declined due to the card being reported as "Stolen.”
On April 14, 2014, we notified the Consumer of the declined payment via e-mail. On April 15, 2014, we mailed and e-mailed a cancellation notice to the Consumer. We did not receive payment, and the policy subsequently cancelled for non-payment of premium.
 
On May 21, 2014, we contacted the Consumer regarding his concerns, but he declined to speak to us. We regret that we are unable to reinstate the policy without a lapse since it cancelled for non-payment of premium. 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,

We have received your...

letter requesting assistance on behalf of [redacted]. I welcome the opportunity to respond to her concerns.
I apologize for any difficulty Ms. [redacted] is experiencing in relation to the cancellation of her auto policy. Ms. [redacted] has been insured with us under policy number [redacted] since May 15, 2013. Unfortunately, her policy cancelled for non-payment on July 8, 2016. Any time a policy cancels, we are unable to guarantee the prior six month premium. While we understand her concern, there are many underwriting factors taken into consideration that can impact the premium when a cancelled policy is quoted for a reissue. I can assure Ms. [redacted] that we are not discriminating towards any particular group of people.
In an effort to assist her during this difficult time, my associate, Phillip K[redacted], has been in contact with Ms. [redacted] to reinstate the policy without a lapse in coverage. This will allow Ms. [redacted] to avoid fines from the Department of Motor Vehicles and continue to pay the original policy premium. This arrangement is pending final approval and payment from Ms. [redacted] as of August 2, 2016.
Based on the foregoing, we respectfully request that this complaint again GEICO General Insurance Company If you have any additional questions please contact my associate, Phillip K[redacted], at ###-###-####, extension 7321.
Sincerely,
Maria S[redacted]
Assistant Vice President
GEICO General Insurance Company
NAIC: [redacted]
MS / pk

August 21, 2014Dear [redacted]We have received your letter requesting assistance on behalf of [redacted], I welcome the opportunity to respond to his concerns.[redacted] contacted us on June 22, 2014 to report his 2006 [redacted] had been vandalized. He elected to...

retain the services of a local [redacted] collision repair facility, [redacted] Collision to perform the necessary repairs. We inspected [redacted]’s vehicle the following day and secured an agreed cost of repairs for $4009.90 with [redacted] Collision.On July 4, 2014, [redacted] contacted us to inform us he had observed additional damage not included in our agreed cost of repairs when he was inspecting his [redacted] at his repair facility. We reviewed his concerns regarding the center console and rear seat and authorized his repair facility repair those items. The revised agreed cost of repairs increased to $5,698.97.[redacted] contacted on us July 22, 2014 as he was concerned the repairs were not fully completed and his rental limits were exhausted, Our adjuster explained we would follow up with [redacted] Collision in an effort to secure their assistance since we would be unable afford rental coverage beyond [redacted]’s policy limits. We were unable to secure their immediate commitment to affording rental coverage despite their agreement that repairs had not been completed in a timely manner. After our adjuster’s attempts to obtain [redacted]’s management to afford additional rental coverage, Auto Damage supervisor, Ed P[redacted] contacted the shop. Mr. P[redacted] secured a commitment from [redacted] Collision on August 15, 2014 to afford coverage for the additional $500.98 in rental expenses. We contacted [redacted] to explain we had reached a resolution with the shop and he was pleased with the outcome.I hope this information is helpful in resolving [redacted]’s concerns. If you have any additional questions, please contact my associate, James T[redacted], at 1-[redacted].
Sincerely,Joe N
Assistant Vice President GEICO Casualty Compan

April 24, 2014
To Whom It May Concern:Thank you for your inquiry of April 14, 2014On February 11, 2014 we learned that a 2007 [redacted] belonging to our policyholder, **. [redacted] had been damaged in a collision while being driven by **. [redacted]’s fiance, [redacted]....

On February 11, 2014, our adjuster, [redacted], advised **. [redacted] that this would be an at-fault loss and the damages would be covered under the collision coverage of the policy with the applicable deductible.On March 17,2014 we approved damages in the amount of $2,729.25 less the $500.00 deductible for a payment of $2,229.25. We advised [redacted] of the approval for $2,229.25 and issued payment. Supplemental estimates were submitted for approval and payments were issued in the amount of $1,900.12 and $279.64 on April 14, 2014 and April 18, 2014 respectively. The deductible will apply since **. [redacted] was responsible for the accident.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. If you have any questions, please contact [redacted], Claims Manager, at ###-###-####.Sincerely,

After speaking to Geico today, a Supervisor by the name of Jessica in the Tucson AZ office (that by the way refused to provide me with a last name or employee ID number) advised me that my rates went up do to Washington state raising their insurance rates. Now a little back story I switched vehicles on my plan and then less than a month later switched them back. Geico upped my monthly payment by $19.00 with the car that I switched to my account, well when I switched it back my rate should go back to the original rate right? Wrong according to Geico.....Well I called them to ask why my rate is still so high they said because of all of the changes on my account I advised them there should be no changes on my account and to put it back prior to me switching the vehicles..Guess what it is the original rate.....But this supervisor had the audacity to tell me it was due to Washington raising their rates overall.. Well shame on Geico for hiring such incompetent employees to work for them...And be advised Jessica in the Tuscan AZ office this is not where I am stopping. How dare you treat a customer like this after 5+ years of loyalty.

May 5, 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 **. [redacted],
 
This is in response to your April 27, 2014 correspondence.  **. [redacted] obtained a quote via the Internet for a 1997 [redacted], and listed herself as the only driver in the household.  Based on this information, she was quoted a premium of $279.62.  On March 20, 2014, at 1:26:04 PM, **. [redacted] purchased the above policy.   New business declarations were issued for the policy term of March 21, 2014 to September 21, 2014. 
 
Later that day at 2:09 PM, **. [redacted] went online and requested that we add [redacted] to her policy.  Our records reflect that this was a request to add the driver and not a request to provide a quote.  **. [redacted] reported that he lives in the household, will operate her vehicle more than once a month and that he needs a certificate of financial responsibility (SR22) filed.  Based on the personal auto contract we write, we must include all household drivers for policy underwriting and rating. 
 
On March 25, 2014 and April 25, 2014, we sent **. [redacted] letters requesting the driver’s license number for **. [redacted] in order to properly underwrite for his driving experience.  Although **. [redacted]’s license is currently suspended, we need the number under which the suspension occurred.  This is information that **. [redacted] can obtain through the motor vehicle department in the state in which the suspension occurred.  Section V of the policy contract states the premium for each auto is based on the information we have on file and the insured will cooperate with us in determining if this information is correct and complete.  If we receive **. [redacted]’s license information, we will review the policy again. 
 
In her complaint, **. [redacted] states she wants a full refund for the amount she has paid on the policy.  If we receive proof of continuous other coverage with another carrier from March 21, 2014, we will cancel the policy and refund any applicable credit.
 
If additional information is needed to close your file, please contact Bertha Bond at ###-###-#### or [redacted].
 
 Sincerely,
  
[redacted]
Assistant Vice President

March 27, 2015
Dear [redacted]:
Thank you for your correspondence of March 13, 2015 regarding [redacted]’s claim.
We learned of [redacted]’s concerns one day after the filing of this complaint. Since that time, we have contacted [redacted] and apologized for any...

misunderstanding in the handling of her claim.In addition, we have addressed all of [redacted]’s concerns, including extending additional rental vehicle coverage.At this time, we have resolved all of [redacted]'s concerns and she is completely satisfied with the outcome.
If you have any further questions, please feel free to contact Eli R[redacted], Auto Damage Manager, at ###-###-####.
Very Truly Yours,
George R
Regional Vice President