Geico Corporation

April 4, 2014
 
Dear **. [redacted],We received your follow-up correspondence dated March 31, 2014, regarding the above-noted complaint. We regret that our insured rejected our response. We attempted to contact our insured by telephone; however, we were again unsuccessful. We have not included any personal identifying information in our response as you requested.As we noted in our prior letter, our insured did not disclose that her daughter lived in her household in her online quotes. We first became aware of our insured’s daughter through an information service we use to identify undisclosed household members. We sent a letter and an e-mail requesting more information on our insured’s daughter on March 5, 2013, and we added her daughter when our insured called us in response on March 12,2013.Our insured’s premium increased approximately $133 per month due to the addition of her daughter. We also informed our insured that she has the option to reduce her six-month premium by $80.50 if she completes a Defensive Driver Course.Our position remains that we are unable to return our insured’s premium to her original quote, which did not include her daughter. 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,

June 16, 2014
Dear **. [redacted]:Thank you for your letter of June 11,2014, regarding **. [redacted]’s claim.**. [redacted] filed a flood loss involving his vehicle on May 2, 2014. We inspected his vehicle on May 04, 2014 at the dealership, [redacted]. At the time of the original...

inspection, the vehicle showed minimal evidence of water damage. Our original estimate was simply to clean and deodorize the interior. On May 09, 2014, [redacted] notified us that [redacted] had provided her with an estimate for approximately $4,000.00 addressing various mechanical items. On May 14, 2014 we completed our supplemental inspection and found no evidence of water related damages to any mechanical items. **. [redacted] contacted us again on May 27, 2014 to express his concerns of water damage to his vehicle and request it be deemed a total loss. At that time we contacted [redacted] to request additional diagnosis be completed, at our cost, for all items they provided to [redacted] in an effort to better assist **. [redacted] with his concerns. On June 9,2014 we were informed by [redacted] Service department that a cam sensor was the only item possibly related to the water, and confirming all other items were in no way related to this loss. Based on the diagnoses and response from [redacted], we agreed to cover the cam sensor and all cost associated with it under this claim. Our estimate has been amended to reflect the added cam sensor and we have notified **. [redacted] of the final disposition. We have also notified **. [redacted] that the spark plugs, worn suspension sway bar links, stuck thermostat, leaking water pump, worn spark plug wires, oil leaks from the valve cover and oil pan, and other items presented to them by the dealership are considered maintenance items and determined not to be related to this flood.If you have any questions, please feel free to contact [redacted], Auto Damage Manager, at ###-###-####.Very truly yours,

We are in receipt of your follow-up correspondence related to the above-noted complaint ID,
As we stated in our earlier letter, our company is not affiliated with, nor do we guarantee repairs completed by [redacted] Auto Collision. When our insured informed us he wished to have his vehicle repaired at a [redacted] dealership and he was not familiar with any in the area, we might have assisted him in identifying a nearby [redacted] dealer. However, the [redacted] dealer would have been required to obtain our insured's consent to repair his vehicle. GEICO is unable to select a repair facility for a customer, or to authorize the repair of our customers' Vehicles.
Upon receipt of your most recent inquiry, Todd K[redacted], Auto Damage Director, contacted our customer to arrange a meeting. Our insured indicated he would like to meet, but he was currently enrolled in summer classes, and he agreed to contact us when he could confirm a time that would fit his schedule.
We note our insured's description of the customer service he received, and we regret that we failed to provide our insured with the outstanding level of customer service we strive to deliver. We will continue to attempt to arrange a convenient time to meet with him and the repair facility. If you have any further questions, you can reach Todd K[redacted] at ###-###-####, via fax at ###-###-#### or at [redacted].
Sincerely,
Don R[redacted]
Regional Vice President

June 12, 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 June 4, 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 March 15, 2014, **. [redacted] called for assistance with a flat tire.  We dispatched [redacted] Wrecker to change the tire.  Upon arrival, they noted that the studs were stripped and had to be drilled out.  They also had to patch the spare, since it too was flat.  The technician made a note on her invoice that it was imperative that she take her vehicle to a repair shop, or a dealership to have the studs replaced. 
 
**. [redacted] was in [redacted] when the tire was changed.  She proceeded on her way home to [redacted].  She made it as far as [redacted], over 500 miles from the breakdown location, when the tire came off the vehicle causing damage to the body of the vehicle.  We had the vehicle towed to [redacted], in [redacted].  We sent an auto damage adjuster to inspect the vehicle.  Although we could not hold [redacted] Wrecker responsible based the technician’s notes on the invoice, we agreed to waive her deductible and paid $1,132.87 for the body damage. 
 
The invoice from the dealership shows that she had the studs, wheel nuts, and defective rotors replaced.  These are normal wear and tear items.  There is no coverage provided by **. [redacted]’s automobile policy contract for mechanical repairs.  There is also no coverage for hotel accommodations or any other general living expenses.  **. [redacted] does not carry rental reimbursement coverage.  Therefore, there will be no additional reimbursement for any of these items.  We will, however, reimburse her $45.00 the normal cost of a tire change.  The check is being sent under separate cover and she should have it within the next seven to ten days
 
We trust that this information is sufficient to allow you to close out the complaint for our Emergency Road Service Department.  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

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you [redacted] 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 somewhat satisfactory I suppose. Not great, because I still lost money from this whole debacle from purchases I made without funds actually in the bank.  I would not have gone further into the negative by buying things that I didn't actually have the money to buy had I known that Geico would make an error like this and take so much out of my account, but they still insist it was my wife's fault so there is no winning with them. Just glad I no longer have to deal with Geico anymore. 
Regards,
[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, for one thing, Geico quoted me a rate based off of my mileage from home to work on both my wife's vehicle and mine.  This would be fraud since our vehicles are driven to grocery stores, gas stations, etc.  This is why I received the lower quote that I did.  Second, when I called back and was astonished by an almost $100.00 increase in rate, I decided to shop around for new insurance.  When I called back to inform Geico that I would be leaving and cancelling my policy, the customer service representative spoke with her manager and came back on the phone and said that they would price match the rate I had received from [redacted].  The catch is that Geico does not price match.  What I found out afterwards was that this manager went into my policy and again started making fraudulant adjustments such as applying discounts that I was not eligible for or changing the amount of miles driven per year, etc. to bring my rate down and instead of matching it...he beat [redacted]s rate by $5 or $10. 
When you price match, you come in at same price...when you play around with adjustments with the policy behind closed doors, your rate ends up being different than the so called rate you are planning to match.  What bothers me is that all this can happen with my policy..what are they doing with others.  Not to mention, nobody gets removed from their positions for doing activities such as this.Regards,[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:
This is reference to CLAIM # 1[redacted] Dr. MS. [redacted]. I wasn't clear as to the offer. All I ever wanted was fairness. Geico hasn't been honest with you, They have no intention of supporting my claim. Mr. Michael L[redacted] has my cell and hasn't used it it is I who keeps my claim . This incident occurred On Aug 17 this year , they keep static of the investigation is still ongoing. However , now my fiancé and my had to meet with another adjuster and he want proof of my fiancé ride to work , this has nothing to do with my claim clearly. My vehicle was stolen and not recovered for nearly a month, They have now listed my claim from theft to vandalism. This is enough. A police report was taken.I would like to be reimburse tow fees and a few vehicle repairs , not to mention the 200.00 limit of personal items stolen. I have been a valued customer for years. Now Ive had enough.
Thank you very much
[redacted]

[redacted]
[redacted]
[redacted]  [redacted]
[redacted]
[redacted]  [redacted]
[redacted]  [redacted]
[redacted]     [redacted]                 [redacted]                                                                   
                        [redacted]                [redacted]
                        [redacted]                            [redacted]
[redacted]              [redacted]                                   ...⇄ /> [redacted]            [redacted]   
[redacted]                  [redacted]
[redacted]                          [redacted]       
[redacted]
 
Thank you for your letter of April 17, 2015.
 
The Examination Under Oath was taken on Wednesday, April 8, 2015.   We are pending the signed transcription from [redacted] to complete the Examination Under Oath so that we may move forward with the resolution of her claim.
Please note that at no time did Beverly P[redacted], Senior Security Investigator, advise [redacted] that she recommend GEICO pay all her bills under the provisions of her Personal Injury Protection coverage.
If there are any additional questions, please feel free to contact Claims Manager Ronnie J[redacted] at ###-###-####.
Sincerely,
Dan B[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:
Geico is not addressing the complaint.  The complaint is simple.  I was told I had coverage for rental car and motel when if I broke down.  That's the truth.  I did not misunderstand a single thing.  I knew what I was purchasing when I talked to the agent on the phone.  I explained in detail my needs driving an older [redacted] RV.  i would have NEVER made that purchase of the insurance without coverage for a rental car and lodging.  I knew that driving my RV for the first time across the country was a risk.  
GEICO can respond with all the mumbo jumbo they want about the coverage.  That's not the issue.   The issue is that a Geico representative knew exactly what I needed.  What I wanted.  What I had to have.  I was crystal clear about what I needed in a rental car and lodging if I broke down.  She knew my situation completely.  I sign up because I was told I was covered.  This is not my fault...or my misunderstanding.... this is purchasing insurance based on what I was told on the phone.  I WAS COVERED..... SO I BOUGHT INSURANCE.
I'm a college educated man.  I am a man who teaches children for over 35 years.  I'm a man who is very organized and attentive to details.  I know what transpired and I am truthful and not a liar.  I in no way misunderstood a single word of what I was told by the Geico representative.  
Geico is at fault here.  No doubt about this or I would not be here fighting for my rights as a consumer.  Geico is 100% in the wrong in this situation or I would have never purchased the insurance.  Geico's problem is internal with their employees and not with me.  I was told I had coverage, so I paid for it.  Had I been told I would not have coverage I would have looked elsewhere or paid a higher premium to be sure I had the coverage.  
Geico hung me out....bad.   Geico needs to make this right based on the promise I was made on the phone with a geico employee.  I want my rental car and lodging paid for.  
Regards,
[redacted]

May 23, 2016
Revdex.com
Attn: [redacted]
1411 K St. NW, 10th Floor
Washington, D.C. 20005-3404
Re: Customer Name: [redacted]
Case Number: [redacted]
GEICO Choice Auto Insurance Company
Policy Number:...

[redacted]
Dear Ms. [redacted]:
This is in response to your correspondence received in our Washington, D.C. Executive Offices. It was referred to the Richardson, TX Regional Office for a reply.
We apologize for any confusion Ms. [redacted] may have experienced regarding the policy effective dates. Ms. [redacted]’s policy effective dates have been amended to allow for the claims investigation.
Our policy records reflect Ms. [redacted] spoke with a Service Supervisor, on May 17, 2016, and requested a Manager return the call. Our Service Manager, Kristen W[redacted], called and spoke with Ms. [redacted] on May 18, 2016. Ms. W[redacted] advised Ms. [redacted] she would review the situation and contact her with the resolution.
Ms. W[redacted] called and spoke with Ms. [redacted], on May 20, 2016, and advised the policy effective dates were changed in order to move forward with the claims investigation. Ms. [redacted] understood and was satisfied with the outcome.
We thank Ms. [redacted] for her business. We look forward to continuing to serve her insurance needs for years to come.

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,
 
Matthew Z[redacted]
Assistant Vice President
Cc: [redacted]
[redacted]
Los Lunas NM
87031-2801

[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: as mentioned previously, service by geico was not properly provided for the period in question as evidenced by my state questioning my Iinsurance coverage for 3 cars as well as my current insurance company stating that my insurance had lapsed.  I should be compensated for the inconvenience of having to provide proof of insurance coverage to my state on 3 separate occasions for 3 different autos....plus provide proof to other insurance companies who thought I had let my insurance had lapsed.   Contrary to geico claiming they have attempted to contact me, I have received no call, no voice mail, text or letter.  I diligently met my part of our contract for many years...possibly 20 + paying my premiums each month on time..  This breach by geico was their mistake and they should accept responsibility on business terms....not just with a verbal acknowledgement of their mistake.
Regards,
[redacted]

GEICO has been my insurance company for years now. I was recently in an accident on Tuesday February 16th from the back she hit me so hard that she totalled her car. I work in the hospital on a surgical floor that requires me to assist patients with lifting and turning them after they have surgery. As a single mother I work paycheck to paycheck. I haven't been back to work as of today at the hospital and my private casesthat I do on the side to help make ends meet because my back is still in agonizing pain. Chiropractor told me today I'm going to need another week off to go through more therapy for my back, each day out of work is more financial burden I cannot afford. Geico is not moving is not doing anything about the case because I found out that she is insured through Geico as well. This accident has caused me some natural trouble because I'm still in pain haven't been back to work and I have to pay $140 for a rental car they told me it was on this lady's policy. Find out the car was on my policy all along. I had to pay $143 Geico assume that I needed on the rental. I have over 2000 in lost wages. My car is not being fixed, the list goes on and on and on. I will definitely be seeking a lawyer to find out what my legal rights are and most definitely will be switching from Geico no longer going to be dealing with them.

August 18, 2016
[redacted]
Revdex.com of Metropolitan Washington DC
1411 K Street NW, 10th Floor
Washington, DC 20005-3404
Regarding: [redacted]
Claim Number: [redacted]
Revdex.com File Number: [redacted]
Dear [redacted]:
We have received your letter requesting further assistance on behalf of Mr. [redacted]. I welcome the additional opportunity to respond to Mr. [redacted]’s concerns.
I apologize if there has been a misunderstanding regarding coverage under Mr. [redacted]’s GEICO Casualty Company (GEICO) policy for Mr. [redacted]’s 2016 [redacted] Ram. Mr. [redacted]’s vehicle is insured with [redacted], and there is valid coverage for the 2016 [redacted] Ram for the date of the accident, including Collision coverage. Mr. [redacted] believes that an associate from our company assured Mr. [redacted] and Mr. [redacted] prior to the accident that any damage would be handled through Mr. [redacted]’s policy.
While we caution callers that their calls may be monitored or recorded, we do not keep recordings of every call received. Rather, we take a random sampling of calls for internal customer service audits. We do not have a recording of Mr. [redacted]'s call, but notes were taken during the call, and there is no documentation to support Mr. [redacted]’s assertion that GEICO agreed to provide primary and/or sole coverage for his truck. Additionally, Mr. [redacted]’s vehicle does not meet our vehicle ownership guidelines and cannot be added to Mr. [redacted]’s policy. Pursuant to Mr. [redacted]’s policy contract under section 3, Physical Damage:
“Any insurance we provide for a vehicle you do not own shall be excess over any other valid and collectible insurance.”
As Mr. [redacted] does not own the 2016 [redacted] involved in the accident, and there is a valid insurance policy in force with [redacted], the GEICO automobile policy would provide excess coverage according to the policy contact.
We have provided all available information, explanations and reassurances in response to Mr. [redacted]’s concerns. I sincerely hope this serves to resolve them. If you have any additional questions, please contact Claims Manager, Shanaya M[redacted], at ###-###-####.
Sincerely,
Shane W[redacted] | Assistant Vice President
GEICO Casualty Company | NAIC: [redacted]
SW/sm

Revdex.com:
They have not done anything for me since I reported the loss date on February 23 2016. The supervisor called twice and left a voicemail. I have returned his call but he is also off when I call as well. He stated in one of his messages he had attempted 3 times!! Lies!! Please I know you have phone records and also have it recorded every time there are outgoing calls. Check it before you say a lie. Also there is a loss date the 23rd my policy restarted 2/17/16 I've had Geico before that. There was a gap I interviewed with an investigator gave phone records bank statements etc. I've had a total loss of 541.99 a month, plus I've paid my insurance 118.00 a month, also I've paid out of pocket for a rental total 898.00. So now I'm paying for repairs on my car because I can not keep hitching a ride to work. This has caused me a lot of un wanted stress. I have even miscarried due to this in wanted stress. Not good at all. I think I might seek legal aide if actions aren't taken soon. 
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is unsatisfactory to me. 
Regards,
[redacted]

I recently got an online quote and tried 2 different addresses based on where I considered moving to. After being approved for and receving the policy, a few days later I received a call from Underwriting to verify the addresses; which one did I live at and location the car would be kept at most frequently. I provided the information and all was well. Or so I thought. I receive a call days later, from who I found out was an investigator who asked to record my call. I agreed. She asked me the pertinent questions, then asked about a particular address. And stated that my car had been tracked to that address for 32 to 40 days overnight. Mind you I have only had the policy for 12 days (as of 8/5/16). She continued to grill me like I was on trial. Although she wasn't rude, per se, her lines of questions were totally outlandish. Cara V[redacted] is her name, and she asked me why my car was at my father's address, when I am currently at work. What a dumb question. As if I cannot park at a place and take public transportation to work.
Poor business practices!!

June 12, 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
NUMBER:              [redacted]                                   ...⇄
POLICY
NUMBER:            [redacted]        
DATE OF LOSS:                 March 29, 2014                 
COMPANY:                         GEICO Advantage
Insurance Company
NAIC:                                    [redacted]   
 
Dear **. [redacted]:
 
[redacted] reported this
loss on March 29, 2014. **. [redacted] advised his 2012 Nissan Frontier had been
vandalized.  On March 30, 2014, **. [redacted]
was contacted by an adjuster to further discuss his claim. He advised his
vehicle had not been damaged, but his personal items were stolen from inside.  **. [redacted] was informed he had Comprehensive
coverage on his policy, which would cover up to $200.00 in personal effects,
once his $500.00 deductible had been met.  **. [redacted] was also advised he would need to
produce receipts for the stolen items. We left voice mail messages for **. [redacted]
on April 27, 2014 and May 6, 2014, in an attempt secure receipts for the missing
items. On May 6, 2014, a letter was sent to **. [redacted] stating the claim would be
closed unless he contacted our office within 15 days from receipt of the
letter. On May 21, 2014, we improperly informed **. [redacted] to schedule an
appointment to meet with an auto damage adjuster. 
 
On May 28, 2014, **. [redacted]
contacted our office after meeting with the auto damage adjuster. **. [redacted]
spoke with Claims Supervisor [redacted] and was improperly informed the
personal effects claim would not be covered under his policy, since his vehicle
did not have any physical damage. After speaking with **. [redacted], **. [redacted] spoke
with Claims Manager [redacted] and confirmed **. [redacted]’s claim would be a
covered loss under his policy. On May 29, 2014, a payment in the amount of
$200.00 was issued to **. [redacted] to cover his missing personal items.
 
If there are any additional
questions, please feel free to contact Claims Manager, [redacted]
[redacted], at ###-###-####.
 
Sincerely,
 
 
[redacted]
Regional Liability Director

I was told by an agent that I could save $5/month on billing if paid through electronic funds transfer, so I signed up on 10/18/2015. On 11/18 (7 days prior to due date) elec. funds automatically paid the Nov. premium. In December NO PREMIUM was paid (since I assumed it was automatic, it was not until close to the January due date that I noticed it had not been paid. Upon calling and talking with several agents, I was finally told that Geico had decided to push back all payments into January. Why then was I hit with a DOUBLE payment !!?? They should have pushed back ALL payments, if that was the case. This has caused me extreme, extreme hardship on my limited income. And they further lied, because I do not save the $5, but only $4. And this has not been the only instance I have had problems with this company.

Dear [redacted]:
New Roman">
Thank you for your recent inquiry. Claims Supervisor John S[redacted] attempted to reach [redacted] on December 15, 2014 to discuss this matter, but was only able to leave a message.
[redacted] states that she purchased a 2014 [redacted] on July 4, 2014.  She believed that the dealership would notify us that she had purchased this vehicle as a replacement for the 2012 [redacted] listed on the policy.  We do not show that we were notified of the change in vehicles.  The policy period ended on August 9, 2014. [redacted] reported that the 2014 [redacted] was involved in an accident on September 14, 2014.  This vehicle was not listed on the policy at the time of the loss, and has not been added to the policy to date.  Because the 2014 [redacted] was not added to the policy within the policy period that it was purchased as required under the policy, we disclaimed coverage for the loss.
We understand that [redacted] is frustrated that she was paying a premium for a vehicle that she no longer owns.  We have asked that [redacted] provide us with a copy of the bill of sale showing the sale of the 2012 [redacted] and the purchase of the 2014 [redacted] from the dealership.  If we receive this information, we can backdate the vehicle change to the purchase date of the 2014 [redacted].  [redacted] will then be billed for any additional premium owed in excess of what she has already paid for the 2012 [redacted] Accord, and that vehicle will be removed from the policy.  If [redacted] chooses to exercise this option, we can revisit our disclaimer of coverage.
If you have any further questions, please contact Claims Manager Nalini K[redacted] at ###-###-####.  She can also be emailed at [redacted]@geico.com.
Sincerely,
J. Lee M[redacted], Jr.
Assistant Vice President, Claims

12pt;">August 18, 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 received your letter regarding the change in [redacted]’s auto insurance premium.
 
[redacted] obtained a policy to begin on June 27, 2014.  During the application process [redacted] informed us she had been licensed in the United States since 1995.  Since [redacted]’s North Carolina driver’s license showed an original issue date of May 2014 the policy was reviewed in our underwriting department.  Due to our being unable to verify her driving record, prior to May 2014, her policy was changed to reflect an inexperienced rate.  This change was made effective July 16, 2014 and a new billing schedule was mailed to her.
 
[redacted] contacted our office on July 7, 2014 regarding the pending increase.  She advised she had a prior driver’s license issued in Illinois but was unable to obtain a copy of her past driving history.  After some discussion with [redacted] we were able to locate a policy for her and her spouse from 2003 which had her Illinois driver’s license information listed. 
 
After reviewing this information we have removed the inexperienced rate from her policy as of July 16, 2014 when the change was effective.  We have contacted [redacted] regarding this matter.  We apologize that [redacted]’s experience with us was less than satisfactory. 
 
If you have additional questions regarding this matter, please contact Kim G[redacted], at ###-###-####, extension [redacted].
 
Sincerely,
 
 
Joseph * T[redacted]
Virginia Beach Regional Office
Government Employees Insurance Company

April 21, 2014Dear [redacted]:We have received your letter requesting assistance on behalf of **. [redacted]. I welcome the opportunity to respond to her concerns. We are currently in the process of responding to [redacted]’s complaint with the State of Washington Office of Insurance...

Commissioner as well.A review of our records confirms a July 22, 2013 loss involving [redacted], then listed as [redacted]. The loss involved two vehicles, a 1997 [redacted] and a 2005 [redacted]. While [redacted] was not a driver in the July 22nd accident, our records show she was listed as the claimant owner of the [redacted] and our insured vehicle was the [redacted]. There is no mention of a 2008 [redacted] for this claim. The [redacted] was determined to be a total loss a result of the accident. When a vehicle is declared a total loss by our Auto Damage team, we complete a form called the TD-420 and electronically submit it to Insurance Auto Auction (IAA). Once IAA sells the vehicle, notification is sent to the Washington Department of Licensing that the vehicle has been sold as a salvage vehicle. Upon receipt of [redacted]’s letter we confirmed with our Auto Damage adjuster the correct vehicle was reported for the July 22nd loss.Further review confirms GEICO General Insurance Company policy [redacted] for [redacted], again listed as [redacted]. This policy did insure the [redacted] mentioned in **. [redacted]’s letter to you; however, she voluntarily cancelled the policy effective February 1, 2012.We sincerely regret any difficulty this matter has caused [redacted]; however, we were no longer her carrier at the time of the July 22, 2013 loss. We respectfully suggest [redacted] contact [redacted] to address the report for the [redacted]. She may also contact her insurance carrier at the time of the loss to obtain additional information.I hope this information is helpful in resolving [redacted]’s concerns. If you have any additional questions, please contact my associate, [redacted], at ###-###-####.Sincerely,