Geico Corporation

August 20, 2014
 
[redacted]
Revdex.com
1411 K ST NW 10TH FLOOR
WASHINGTON DC 20005-3404
 
Regarding:  [redacted]
Policy No:  [redacted]
ID No:  [redacted]
 
Dear [redacted]:
 
We are in receipt of [redacted]’s rejection of our August 11, 2014 response regarding the cancellation of her auto policy.
 
We are enclosing a copy of the notice that was mailed to [redacted] on January 16, 2014 that indicated the policy was cancelled.  The email [redacted] refers to was sent on January 17, 2014 as proof the policy had been reissued with an effective date of January 18, 2014. 
 
As [redacted]’s original letter did not indicate the date of the accident, we assumed she was referring to the most recent loss which occurred on October 6, 2011.   We apologize for any confusion.  The loss that occurred on April 28, 2009 was in fact considered to be at fault and assigned three surcharge points.  As she stated this loss did impact her policy premium. 
 
[redacted]’s policy renewed effective July 18, 2014.  A notice was mailed allowing [redacted] until August 9, 2014 to make her payment.  An attempt to extract her renewal payment was made on July 18, 2014 and again on July 22, 2014.  The payment was ultimately declined on July 22, 2014 for insufficient funds. 
 
Due to the misunderstanding that the policy would cancel August 9, 2104, will provide coverage up to August 7, 2014 as she requested.   Please note that a balance of $331.58 is due on the policy.   This amount includes a balance of $196.77 from her prior policy period of January 18, 2014 until July 18, 2014.   The remaining $134.81 is for the coverage that was provided from July 18, 2014 until August 7, 2014.
 
Since [redacted] had cancelled her policy prior to her January 18, 2015 renewal date, the policy was cancelled using the short rate method as required by the North Carolina Personal Auto Manual.
 
If you need additional information regarding this matter, please contact Kim G[redacted], at ###-###-####, extension [redacted].
 
Sincerely,
 
 
Joseph * T[redacted]
Virginia Beach Regional Office
Government Employees Insurance Company
 
 
 
 
 
 
 
 
 
 
Sincerely,
 
 
Joseph * T[redacted]
Virginia Beach Regional Office
Government Employees Insurance Company

June 2, 2014
Dear [redacted]:
I am in receipt of your electronic correspondence dated May 30, 2014, received in my...

office today, June 2, 2014 in reference to the abovereferenced complainant. Thank you for the opportunity to respond to [redacted] concerns as they speak to the claim filed and handled 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. As such, GIA does not handle or adjust any claims for Travelers.I have forwarded your correspondence to [redacted] directly and requested they respond to you under separate cover to address [redacted] claim handling concerns. Should you need anything additional, please contact me at ###-###-####.
Sincerely,

December 1, 2016[redacted]Revdex.com1411 K St. NW, 10th FloorWashington DC 20005-3404Claim Number: [redacted] Our Insured: [redacted] Date of Loss: 11/24/2016Complainant: [redacted]File...

Number: [redacted]Dear Ms. [redacted],We received your inquiry dated November 28, 2016. This loss was reported to GEICO on November 24, 2016 by the Virginia Beach Police Department at 3:39pm. We spoke with Mr. [redacted] the same day and explained we needed to speak with our insured to confirm the loss. We also received an internet inquiry from Mr. [redacted] later that evening requesting a rental vehicle. On November 25, 2016, we spoke with Mr. [redacted] and explained that contact was needed with our named insured and our driver to confirm the facts of the loss. We explained we were unable to provide a rental vehicle until we spoke with them and suggested he consider contacting his own insurance carrier if an immediate rental was needed. That same morning we also contacted our named insured and driver and left messages for them to contact us about the reported claim. We were able to obtain statements from Mr. [redacted], his passenger Ms. [redacted] and the witness provided on this date. We were able to reach our insured driver, [redacted], at 4:30pm on November 25, 2016 who confirmed the facts of the accident. Since Mr. [redacted] was not listed on the insured’s policy contact was still needed with our named insured to verify he had permission to use the vehicle involved. On Monday, November 28, 2016, at 9:51am we were able to reach Ms. [redacted] and she confirmed the driver had permission to use her vehicle. As soon as this information was obtained we contacted Mr. [redacted] to schedule an estimate for his vehicle and to transfer of the rental expense to our claims file. Thank you for the opportunity to address your inquiry. Please contact, Dana L**, at ###-###-####, if you have any questions regarding this matter. Sincerely, Matthew L. M[redacted]Assistant Vice PresidentVirginia Beach Regional Office GEICO General Insurance CompanyNAIC#[redacted]

[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 was only forced to have a SR 22 on my driving records due to Geico's negligence. They did admit fault and reimbursed me for initially getting my license suspended. I'm not complain about that. It only when Geico failed to handle my claim when y truck was damaged that I decided to cancel my membership. When I canceled my policy I was not informed that my SR22 Would not be transferred to my new insurance company. How was I supposed to know that it was my responsibility to provide my new insurance company with my current SR22? I would think that since GEICO was technically still my insurance provider that they might mention that the SR22 that I have because of their Negligence would have to be manually transferred by me to my new companies policy. 
Regards,
[redacted]

The discount for advanced defensive driving course is NOT for up to 15%. The discount is exactly 15%. The discount I am receiving now is the same amount I received for the basic course which is 10% not up to 10% but a flat 10%. If my defensive driving discount didn't change at all from basic to advanced course then why would anyone take it! I didn't think insurance companies would discourage people from taking courses by not giving correct discount and trying to find our manipulate their way around it! Not to mention the amount I have been getting isn't even the 10% I was supposed to get for the basic course! The discount for defensive driving can not be applied to what part of the insurance the companies choose to either it is clearly stated as 10% off insurance for basic and 15% for the advanced. There is no up to clause nor does it say only on property liability. That would mean a person with full coverage woods be discouraged from taking courses as well by this policy! This is the most laughable worst poorest excuse for a response I have ever heard. I can't believe Geico actually thinks this will fly. I will put it simply I will get my 15% out take my home and both auto insurance policies elsewhere.
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

This company thinks because it's so big it can just rip families off. I have had a policy with them for over a year and never once made a claim. When my son turned 16 they raised my monthly payments over $260 just because he's a 16 year old boy. Then, since he is a straight A student they offered a discount, however, they didn't want to apply until my policy renewed. They didn't wait for my policy renewal to raise my rates. This company is a scam and they get away with it because of their owner.

Tell us why here...
The points of impact do not indicate Mr. [redacted] had full control of the intersection as the damages were to the right front corner of his vehicle. We have no evidence that Ms. [redacted] was traveling at a high rate of speed.  The police report indicates "no" under speeding related for Ms. [redacted], however, indicates "racing" under speeding related for Mr. [redacted].If you have any further questions, you can contact our Claims Manager, Kristen S[redacted],, at ###-###-#### ext [redacted]Sincerely,Angela R[redacted]Assistance Vice President

I rarely write negative reviews, but I feel compelled to do so after two terrible experiences with Geico's Claim Customer Service department. On two different occasions, on May 19, 2016 and May 27, 2016, I spoke with Rachel and Hana, respectively, and on both occasions, the representative hung up on me.
They did not resolve the issue which, in short, is an issue where their client has changed his story of an accident and now they, the insurance company, are defending and enabling insurance fraud by corroborating with his story.
Incredibly unprofessional and rude, Geico's claims department failed to provide any thing resembling satisfactory service.

During the course of the past two months with Geico after a 2 year business relationship with them I was quoted 3 separate and very different insurance rates. I was first told that moving from a rural setting to an urban one but driving 1 day a week vs. 7 would save me $75, after I moved I was told my rate would increase $30/month due to the urban setting regardless of my driving. I had one billing issue during the course of my entire relationship with them and my policy increased by over $600/yr. After this incident I cancelled their service and was advised I would receive a refund. When I contacted them nearly a week later to check on the status of my refund I was told it would be processed tomorrow, a full week from when I cancelled and it would take another 3-5 business days to be received. At no time did anyone I spoke to at Geico seem at all sympathetic or attempt to assist me when I have voiced my concerns/complaints.

We have received your letter requesting additional assistance on behalf of Ms. [redacted]. I welcome the opportunity to respond to her additional concerns.
 
After arranging to pay for the replacement of all components of Ms. [redacted]’s air conditioning system, we have reviewed the various storage, administration, and diagnosis fees requested by [redacted] Auto Body. We have agreed to pay a fair and reasonable amount to Ms. [redacted] for the storage and fees requested by the shop and contacted her directly to address her concerns. We will then issue payment directly to the address on file.
I hope this information is helpful in resolving Ms. [redacted]’s continued concerns, but if you have any additional questions, please contact Claims Manager, David E[redacted], at ###-###-####.
 
Sincerely,
Joe N[redacted] Assistant Vice President GEICO Casualty Company NAIC: 41491

We...

have received your letter requesting assistance on behalf of Mr. [redacted]. We have reviewed the information we have on file in addition to the information submitted by Mr. [redacted].
Our insured, Mr. [redacted], reported this loss to us on August 2, 2016. Mr. [redacted] reported that he borrowed Mr. [redacted]’s 2016 [redacted] to move to Oregon when this accident occurred. Mr. [redacted] stated that he called us prior to borrowing the vehicle and asked if he would be covered if he had an accident while driving it. We advised him that the owner of the vehicle’s insurance would be primary, but his coverage would also cover the vehicle if needed.
Our records reflect that Mr. [redacted] contacted our customer service department on July, 27, 2016. Per our notes he advised us that he was in the process of moving to Oregon and that he would be borrowing his friend’s vehicle. He also stated that he would be switching the title for his vehicle to have it registered in Oregon.
We spoke to Mr. [redacted] on August 3, 2016. He advised us that his vehicle is insured with esurance, therefore we advised him that his insurance would be primary for this accident.
I hope this information is helpful in resolving Mr. [redacted]’s concerns. If you have any additional questions, please contact Claims Manager, Shanaya M[redacted] at ###-###-####.
Sincerely,
Shane W[redacted]
Assistant Vice President
GEICO Casualty Company

July 21, 2014
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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 November 20, 2013, GEICO mailed [redacted]’s renewal policy, effective December 24, 2013 through June 24, 2014.  The policy was rated for the state of Tennessee.  The policy was on the Electronic Funds Transfer payment billing method with due dates of the 24th of the month.  The due date is determined by the policy’s effective date (copies enclosed).
 
An Electronic Funds Transfer Bill Notification reminder email is sent 11 days prior to each extraction when a valid email address is on the policy.  A minimum of three calendar days is required in order to stop an Electronic Funds Transfer extraction.
 
On May 15, 2014, [redacted] contacted the Customer Service Department and advised he had moved from Tennessee to Texas.  On May 16, 2014, confirmation paperwork was mailed reflecting new policy dates of May 16, 2014 through November 16, 2014 and the new rated location of [redacted], Texas. 
 
Since [redacted] moved into Texas, the policy was re-written to meet Texas requirements.  The policy was rewritten for a new six-month term effective May 16, 2014. It included a Texas policy contract, [redacted], and a Texas Information and Option Form.  As [redacted]’s policy effective dates changed, the billing due date also changed.  The policy remained on the Electronic Funds Transfer payment method.
  
We apologize for any miscommunication [redacted] may have received regarding his new policy effective dates and payment due dates. 
 
On June 6, 2014, [redacted]’s Electronic Funds Transfer Bill Notification was sent, reflecting a payment of $109.29 due June 16, 2014.  The notification also indicated the future automatic deductions (copy enclosed).
 
On June 12, 2014, [redacted] contacted GEICO’s Customer Service Department to review the policy change from Tennessee to Texas but disconnected the line.
 
On July 7, 2014, GEICO mailed [redacted]’s confirmation paperwork reflecting the Personal Injury Protection coverage and Uninsured Motorist Bodily Injury coverage had been rejected in writing on the completed and signed Texas Information and Option Form.  A revised Electronic Funds Transfer Bill Notification was included reflecting the next withdrawal of $110.98 due July 16, 2014 (copies enclosed).
 
On July 16, 2014, an Electronic Funds Transfer Bill Notification was sent reflecting a payment of $110.98 received July 16, 2014 and showing the next payment of $110.98 due August 16, 2014 (copy enclosed).
 
Also on July 16, 2014, [redacted] contacted GEICO’s Internet Service Unit and requested GEICO reimburse an insufficient funds bank fee.  GEICO advised [redacted] the policy date was changed when he moved from Tennessee to Texas.  [redacted] was advised Electronic Funds Transfer Bill Notifications were sent June 6, 2014, July 7, 2014 and July 16, 2014 reflecting the withdrawal amounts and dates.  The reimbursement request was declined as the bank fee was not a GEICO error.  The reimbursement request denial decision will stand.
 
If you need additional information please contact Jerry M[redacted] by telephone at ###-###-#### from 8:00 am to 4:30 pm CST or by email at [redacted].
 
Sincerely,
 
 
Greg J[redacted]
Assistant Vice President
 
Enclosures
 
Cc:       [redacted]
            [redacted]
            [redacted], **  [redacted]

Dear [redacted],We received your follow-up correspondence dated August 1, 2014, regarding the above-noted Consumer. We regret that our Insured rejected our response.As we noted in our response dated July 28, 2014, our records clearly reflect our Insured did not make or schedule a payment when he visited geico.com on June 6, 2014. Although our Insured believes there was an error with our system, we do not have any evidence to indicate an error occurred.Our Insured was not back charged any additional expenses. We charge an installment fee up to $5.00 per installment for customers who wish to pay their policy premium in an installment plan. Our Insured’s July bill of $61.08 included a $0.80 installment fee. Our Insured only made a payment of $59.38, which resulted in a balance $1.70. Please find enclosed a copy of our Insured’s billing and payment history.Although our Insured states that there was no supervisor follow up, our records reflect a supervisor attempted to contact our Insured on July 16, 2014; however, they were unsuccessful in their attempt. Further a supervisor spoke with him via telephone on July 24, 2014, to discuss his concerns. Upon receipt of your follow-up correspondence, we again attempted to contact our Insured via telephone; however, we were unsuccessful in our attempt.We trust this information is sufficient to allow you to close your file. Please call Jaime B[redacted], Customer Service Director, at [redacted], if you have any further questions.Sincerely,George *. R[redacted] Regional Vice President

April 24, 2014[redacted]:This is in response to your April 15, 2014 correspondence.We regret [redacted] rejected our previous response. We apologize that there was a misunderstanding regarding payment of the premium owed from her prior policy. However, our position has not changed. I have included a screen shot of the message that was displayed for [redacted]. We do not believe that the message is unclear or hidden in small writing.Again, we apologize for the inconvenience that she may have experienced. If additional information is needed to close your file, please contact [redacted] at ###-###-#### or [redacted].Sincerely,

August 4, 2014
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[redacted]
Revdex.com
1411 K ST NW 10TH FLOOR
WASHINGTON DC 20005-3404
 
 
Regarding:  [redacted]
Policy No:  [redacted]
ID No:  [redacted]
 
Dear [redacted]:
 
We received your letter regarding [redacted]’s concerns with the addition of his son to his auto policy.
 
Our records indicate that on July 27, 2014 [redacted] made an online request to replace his 1992 [redacted] with a 2000 [redacted].  He indicated online that the 2000 [redacted] was co-owned with his son, [redacted].   It is our procedure to list all owners of a vehicle on the policy as active until proof of other insurance has been received.   The email we sent to [redacted] as confirmation of the change in vehicles indicated that due to [redacted]’s co-ownership in the 2000 [redacted] he would be updated to an active driver. Enclosed is a copy of this email.
 
[redacted] called our office on July 28, 2014 regarding [redacted]’s active status on his policy.  Our agent informed him that with proof of other insurance we could update him to “other insurance” which would not rate for him.  Prior to receiving your letter, we had verified [redacted]’s own insurance and had updated his status to reflect “other insurance” as of the date he was added.
 
If you need additional information regarding this matter, please contact Kim G[redacted], at ###-###-####, extension [redacted].
 
Sincerely, 
 
Joseph * T[redacted]
Virginia Beach Regional Office
Government Employees Insurance Company

I am rejecting this response because it is a blatant lie. At no time did I inform them that [redacted] would receive a license within 30days. They said they have confirmed [redacted] has a learner's permit. Again, this is false information. [redacted] does NOT have a learner's permit and has never had one. They are out and out lying to you.
[redacted]

July 29, 2014
uppercase">[redacted]
Revdex.com
1411 K St. NW, 10th FLOORWashington, DC  20005-3404
 
 
Claim Number:            [redacted]          
Insured:                       [redacted]                                  
Date of Loss:              December 12, 2011    
Complainant:               [redacted]                     
File Number:               [redacted]       
 
Dear [redacted]:
 
We are in receipt of your inquiry dated July 29, 2014  
 
GEICO originally inspected [redacted]’s vehicle was on December 15, 2011.  At the time of inspection, our adjuster found damage to the rear finish panel molding and completed an estimate.  We informed [redacted] that this is a known part failure issue on the 2005 [redacted] and those repairs would be covered as a courtesy due to the description of the loss.  The repairs were completed and [redacted] was advised of the repair guarantee for as long as she owned the vehicle. The current damage to the vehicle is not due to an improper repair but is a recurring [redacted] problem.
 
Our Auto Damage Manager, Steven M[redacted], contacted [redacted] on Monday July 28, 2014.  Mr. M[redacted] advised [redacted] that GEICO and [redacted] Auto Body Shop will split the cost of repairs as a courtesy to correct [redacted]’ damaged molding.  We informed [redacted] if it should happen again it will not be covered due to the recurring nature of the damage from normal wear and tear. The replacement part has been ordered and [redacted] will be contacted by [redacted] Auto Body to complete the repairs once the part has arrived at the shop.
 
If you need any further assistance with this matter, please contact Auto Damage Manager, Steven M[redacted], at (###-###-####) or email [redacted].
 
Sincerely,
 
 
Joseph *. T[redacted]
Virginia Beach Regional Office
GEICO General Insurance Company
NAIC # [redacted]

About a 8 months ago I was hit by another vehicle. The person who caused the accident was on reverse and as soon as he realized that he hit me, he literally took off. I call Geico to tell them what happened, and I was told that the insurance that I had did not cover my own vehicle damages and since I do not have the information from the other driver I can not put a claim against them. They told me they were sorry and that was the end of it. Eight months later I received a policy renewal statement and my monthly premium was doubled. I called to find out why and they told me that I was at fault for an accident. I was promised they will review my case and the same person called me within 30 minutes to tell me that they are sorry but since I do not have witnesses there is nothing I can do. I called back to request the recording of the day of the accident and they told me they can not provide me with any information and I would need to file for a subpoena in order to get access to their information. This is simply unacceptable since 8 months later I am finding our that I am at fault for something that I did not cause. They claim that they sent a letter but I never got anything. They claim because I moved maybe the post office lost it which is a ridiculous excuse. Geico is trying to raise my monthly premium and in order to do so they falsified information because I had no witness. Furthermore they never had to pay a dime for anything and they ruin my record without me knowing anything.

About the worst customer service ever. I was recenty hit in my brand new 2015 F150 by someone who has statefarm at 55 miles an hour and she pushed me into the car in front of me causing front and rear end damage. She was cited by the police and put at fault for the accident as I was completely stopped. When I called geico to file a claim they informed me I would need to pay a $1,000 deductible so they could pursue the case with statefarm. I do not pay $135 for full coverage a month to not be completely covered when I was not at fault. So I went directly to statefarm and started the claim with them. They got me taken care of, into a rental and made things go as smoothly as possible in regards to the circumstances. Thanks for nothing geico.

[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 call listed in Geico's response was only the second call I placed. Geico neglected to provide a record of the preceding call. In order to clear up the confusion, I'd like to request the call record for my first call, the one where I was kept on hold for 1 hour and 24 minutes. The call was placed from my cell phone, ###-###-####, to Geico at ###-###-####. The call began at 06:52AM Central Standard Time on 07/24/2014 and ended 1 hour 25 minutes and 12 seconds later. I have attached my cell phone call log entry for reference. I am certain that Geico's record of the same call will correspond to my provided record. Such as the case, I still desire my original recompense for lost work time.
Regards,
[redacted]