Geico Corporation

Review: ONCE THE PROBLEM WITH MY VEHICLE WAS KNOWN, I CONTACTED GEICO THE SAME DAY TO ADVISE THEM OF THIS. THE REPRESENTATIVE THAT I SPOKE WITH SAID THAT THEY WILL REOPEN MY OLD CLAIM SO THEY CAN FIX THE WORK UNDER THEIR AUTO EXPRESS WARRANTY. I WAS THEN INSTRUCTED TO GO VISIT A LOCAL GEICO REPRESENTATIVE, WHICH I DID. THE REPRESENTATIVE ALONG WITH HIS SUPERVISOR ADMITTED THAT IT WAS A WORK FAILURE AND ALTHOUGH I HAD A WARRANTY FOR LIFE FOR THE WORK, THEY WOULD NOT REDO THE DAMAGED WORK ON MY VEHICLE. I THEN CONTACTED THE REGIONAL MANAGER WHO ALSO SAID THE SAME THING. THEY STATED THAT THEY WILL NOT REDO THE WORK UNDER THE WARRANTY AND INSTEAD TOLD US THAT THEY WILL TOTAL OUR VEHICLE OUT, LET US KEEP OUR VEHICLE AND GIVE US A SMALL SUM (THAT WILL NOT EVEN COVER THE WORK) TO GO FIND OUR OWN AUTO-BODY SHOP TO REDO THE WORK. AFTER LENGTHY DISCUSSIONS WITH THE REGIONAL MANAGER, HE AGREED TO NOT TOTAL THE VEHICLE AND INSTEAD GIVE US MONEY TO FIND OUR OWN SHOP TO DO THE WORK. THIS DOES NOT WORK FOR TWO REASONS: (1) I HAVE THE GEICO AUTO EXPRESS WARRANTY AND WILL BE GIVING IT UP BY TAKING IT TO A DIFFERENT SHOP AND (2) HE WAS ONLY WILLING TO ASSIGN A SMALL, FIGURATIVE NUMBER. THIS IS NOT ACCEPTABLE. MY VEHICLE IS STILL IN ITS DAMAGED STATE AND GEICO REFUSES TO HONOR THEIR WARRANTY.Desired Settlement: I WANT GEICO TO HONOR THEIR GUARANTEE AND HAVE ONE OF THEIR DESIGNATED AUTO-BODY SHOP TO REDO THE WORK.

Business

Response:

Thank you for your recent inquiry.

Review: I am currently going through a divorce and needed to split policies as we no longer live together and we no longer share cars. I new policy was createed for me after just paying $163 on 7/19. The rep said I would need to have my ex release the funds to be transffered to my policy as I am the one who has been paying. My rates greatly increased and I am now being asked to pay $119 on 08/07 and $118 on 08/22. So in the span of a little over a month I am having to pay $400 for an insurance policy that I have had active for several years. My ex finally called to release the funds and I am now told by one of the agents that this would put her account into the negative and they cannot transfer the funds anymore even though they were deposited. As I see it, We are paid current and are starting new policies, how can there already be a negative amount due? I am being ripped off by this company and have had a very faithful relationship with them for many years and have never filed an at fault complaint. I am more upset with them than any other company I have ever worked with and they are not willing to even comprimise $61 which is think was already an extremely unfair amount to transfer over.Desired Settlement: I would like the money I paid from my previous policy applied to my current policy. Whatever she has going on with her account should not be my responsibility especially since I was directed to proceed this way by one of your agents.

Business

Response:

August 12, 2014Dear [redacted]:We have received correspondence from the Revdex.com (Revdex.com) requesting assistance on your behalf. I am happy to provide the following response.Our records reflect that on 07/22/14, you called to advise that you were separated and no longer residing with your spouse. When a separation occurs, a new policy is issued to the spouse that advises us of the separation and the prior policy continues with the remaining spouse to ensure continuous coverage for both parties. A transfer of funds from the prior policy to the new policy must be agreed to by both parties regardless of who made the payment on the prior policy. On 08/01/14, permission was received to transfer $61.12 from the prior policy to your new policy.Unfortunately, it is not our normal procedure to transfer funds from one policy to another if the transfer causes that amount to be immediately owed on the prior policy; therefore, this transfer was not processed when it was originally requested as the amount would have been immediately due on the prior policy. However, we transferred $61.12 to your policy on 08/11/14 as previously authorized.[redacted], I am sorry for any inconvenience this may have caused, if you have any additional questions, please call our Compliance Analyst, Randy *. M[redacted], at [redacted], extension [redacted].Sincerely,Derek Z[redacted]Underwriting ManagerGEICO Casualty Company

Review: In the beginning of August 2013 I submitted an online quote to see what the change in premium would be if I decided to later add my boyfriend to my insurance policy. He currently has insurance through his employer but we wanted to see what it would be if he left there and I added him to mine. Geico automatically added him to my policy because he was an "at-risk" driver and if he drove my vehicle for some reason he might wreck it, they wanted me to be protected. My boyfriend DOES NOT EVER drive my vehicle and I called Geico immediately to find out why he was added to my policy when I had submitted ONLY a quote. They explained as I have above and told me that in order to remove him I would have to provide them with proof of his insurance. For whatever reason, his employer keeps all of their insurance information confidential and they will not give us a copy of the information to provide. I had worked out with the agent that they would mail me an exclusion form to sign and that would remove him from the policy. Two weeks went by and I received nothing. I called again and they said that they would fax it to me. They never did. I called a week later on OCT 8th 2013 and asked that it be faxed again. All the while they have been charging me for him to be on my policy. I have been paying what I always paid for my premium, as I refuse to pay for unauthorized charges added to my account. Again, I called back and got them to FINALLY fax me the paperwork. I signed and sent it back asking that they retroactively remove the charges added to my account as well because he should never have been added to my policy in the first place without my authorization. I spoke with [redacted] on 11/1/13 after receiving a notice that my auto policy had been cancelled. After speaking with me and going over the details she said she would have to call me back because it looked like I was going to have to pay for the charges that had been added to my account by them when they added him as a driver, as well as a new deposit to reissue the policy. I REFUSE to pay for a mistake that I did not make, they will not admit that it was their employees faults and there is NO WARNING when submitting a quote that if you have included ANYONE who lives at the same address as you they will automatically be added to your policy. That has to be illegal or something. They also one time tried to deny my insurance toward a rental car because I did not have the "RIGHT LEVEL OF FULL COVERAGE" I don't appreciate being treated like a liar and as though I am too stupid to realize what is going on. I don't appreciate being patronized.Desired Settlement: I would like the retroactive charges removed from my account that occurred when they added the other driver without my authorization. I am not paying out of my pocket because of their employee's mistakes and unethical business practices. Also, if in the meantime I have to sign with another company I want to be reimbursed for the deposit I had to pay them.

Business

Response:

November 4,2013

Revdex.com of Metro Washington DC & Eastern Pennsylvania

1411 K St. NW. 10th Floor Washington, DC 20005-3404

Regarding: [redacted]

File No: [redacted]

Policy No: [redacted]

Dear **. [redacted]:

Thank you for your recent letter regarding [redacted]’s policy. **. [redacted] asked that I respond on his behalf and I welcome the opportunity.

My associate, [redacted], recently spoke to **. [redacted] and they reached a mutual agreement regarding her auto policy. GEICO will agree to remove the charges applied to **. [redacted]’s account, for her boyfriend, as of the date he was added on 8/6/13. We have also agreed to reinstate **. [redacted]’s policy, without a lapse in coverage, and provide any proof of coverage she requires in order to cancel the other insurance policy she purchased. Finally, GEICO will also provide an FR-19, if the state requires proof of coverage for the policy cancellation date of 10/28/13.

We sincerely apologize to **. [redacted] for any inconvenience and concern wc have caused and appreciate the opportunity to again provide for her insurance needs. We value **. [redacted] s comments and will use this information to provide feedback to our Service Department, which will improve our handling of our customer’s policies.

Again, I sincerely apologize to **. [redacted] and appreciate her assistance in the resolution of her concerns. If she has additional questions, she can contact my associate, [redacted], at ###-###-####, extension [redacted].

Sincerely

Review: I have had a problem with [redacted] Renters Insurance recently and have filed numerous complaints with Indiana Insurance, Attorney Generals Office, and my State Representative. I was forced to cancel my Renters Insurance with [redacted] that I have had for numerous years. I have never filed a claim and have never been late with a payment. To thank me they raised my premium more than 53%.Now they are trying to unlawfully draw money out of my checking account when it is them that owe me money, they say "the check is in the mail", this should almost be funny but I rail against fraudulent acts, I will contact an attorney if they do not withdraw their bank transaction on my checking account, they have admitted that this is their mistake, but nothing has been done about it.Desired Settlement: I want them stopped, as I look at what they are doing as illegal. If it comes to a lawsuit I will be asking for more than this complaint for the stress they are putting me though.Senior citizens require protection against companies such as [redacted].

Business

Response:

June 17, 2013

Dear [redacted],

Thank you for the oppurtunity to address your correspondence to the Revdex.com as it speaks to your [redacted] renters policy. I am sorry you are unhappy with [redacted]' rates for your policy renewal; we would be happy to quote you through another carrier should you so desire. Please call our Agency at [redacted].

After review of your account, it has been determined that you requested to cancel your policy effective May 31, 2013, the same day you called into our Agency. At the issuance of your policy, you requested that your policy be set up on EFT, to have your premium payments taken out monthly. There was a balance due of $17.91 on your policy at the time it cancelled plus a $1 service fee. Your policy is being cancelled effective May 31, 2013 and you should expect a refund of $24.00. This refund is to post to your account on Wednesday, June 19, 2013; I have requested that the refund be released immediately.

I apologize for any miscommunication between yourself and GEICO Insurance Agency, Inc. Please know we value you as a customer and hope that you will contact us should you desire another policy quotation. We look forward to hearing from you.

Sincerely,

GEICO Insurance Agency, Inc.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: they are not telling the truth, the account was automatically paid on time every month by automaticcaly taking the payment from my checking account, there WAS NOT A PAYMENT DUE ON MAY 31, THEY WITHDREW MONEY FROM MY ACCOUNT WITHOUT MY PERMISSION WHILE THEY OWED ME MONEY, THEY ADVISED ME IT WAS A MISTAKE ON THEIR PART.

Regards,

Business

Response:

June 21, 2013,

Dear [redacted],

Thank you for the additional opportunity to respond to your billing concerns. Please see the attached billing breakdown for your [redacted] policy. This spreadsheet reflects the billing for your policy since July 11, 2012 to present. in its entirety. Your policy has been cancelled per your request effective may 31, 2013; a refund of $24.00 was issued back to your EFT bank account as of yesterday, June 20, 2013.

Should you need any additional assistance with the billing on your account, please call [redacted]. Thank you for your patronage through our Agency, We look forward to assisting you with your future insurance needs.

GEICO Insurance Agency, Inc.

Consumer

Response:

[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]

I am rejecting this response because: They do say my money was put into my checking acccount on June 20, 2013, It does show it's almost there but they have lied again as the money is not made available to me until the 24th of June. As I have found out I cannot believe anything they say, and have even had to stop auto payments also on my car insurance through GEICO, as I'm afraid they cannot be trusted with any access to my account. I'm checking to see if they legally owe me money such as interest or re-imbusement for what they have done.

Regards,

Review: Expressed dissatisfaction in the time and effectiveness of my insurance handler. Was lied,to put on hold, treated rudely, given a complete run around on the phone. Then my complaints were ignored . -- when I say put on hold it was up to 10 minutes at a time I waited. They put me on hold until they thought I'd go away. When I spoke my intention of filing a complaint with the Revdex.com I was threatened with even more hold up on my claim.Click Here to Get the Filehttps://odrcomplaint.Revdex.com.org/bureaus/files/complaints10109340Untitled document (27).gdocDesired Settlement: I want no one to ever have to deal with this again. Accidents are stressful enough without having to fight an incompetent handler.

Business

Response:

July 29, 2014Dear [redacted],Thank you for your letter of July 22, 2014.This accident occurred on June 19, 2014 in [redacted], Ohio. Our insured, [redacted], was operating a vehicle owned by her friend, [redacted], and insured by [redacted]. Our policy indicates that in this scenario, coverage for the incident should fall to [redacted] because they insure the vehicle. [redacted] indicated through a denial of coverage that their policy indicates that coverage should fall to our insured because she has valid insurance. This is sometimes referred to as a “lending loss.”In order to apply coverage from our policy, it was necessary to obtain the [redacted] policy language and/or denial letter to their insured. Unfortunately, [redacted] did not cooperate in providing this information, and our insured, [redacted], disagreed that we needed to obtain this information from [redacted] to apply coverage from her policy.We have since obtained the necessary information and are in the process of handling the property damage that [redacted] caused to both vehicles; [redacted]'s vehicle she was driving and the vehicle she struck, owned by [redacted]. We were able to contact [redacted] and issue payment for her repairs. The total amount issued was $901.32, We did have an appointment to estimate the damages to [redacted]'s vehicle on July 24, 2014 but he failed to show up. We are currently in the process of attempting contact to re-schedule, but his only phone number is now disconnected. We have also attempted to reach [redacted] but her voicemail is full.While we can understand [redacted]'s frustration, the industry standard is that the insurance follows the vehicle and not the driver. In the event that a company denies coverage as [redacted] did in this case, it is necessary for us to verify this through the proper documentation.Should you have any further questions please contact Claims Manager, John M[redacted], at [redacted] or at [redacted].Sincerely

Review: My husband and I have been trying to reach these people many time to check on our claim and we never get a call back. They even went to the extream not to return my repair person back when he calls.This problem has been going on now for 3 months now. I need help. Thank You [redacted]Desired Settlement: Find me a number that I can call these people even if its the presdent of the company.

Consumer

Response:

Geico is my insurance company.

Business

Response:

April 30, 2014Dear [redacted]:Thank you for your letter of April 12, 2014,On January 11, 2014, we learned that a 2004 [redacted] belonging to our policyholder, **. [redacted], had been damaged by collision. We asked **. [redacted] to obtain an estimate of damages from the shop of her choice and forward them to us for review. On February 24, 2014, we received two estimates from separate repair facilities. The first estimate noted minor damages to the vehicle’s fender and door in the amount of $1273.74. The second estimate, from a separate mechanical shop, included replacement of the vehicles anti-lock brake module and two front struts. The damages submitted by the mechanical shop did not appear to be related to the minor damages caused by this claim. We advised **. [redacted] of our determination and issued payment for the collision related repairs.We sincerely regret that **. [redacted] disagrees with our assessment of her claim. We particularly apologize for any problems **. [redacted] encountered while attempting to contact our associates. Should her repair facility find a causal link between the mechanical repairs and the collision loss **. [redacted] experienced, we will re-examine our position.Should you have any further questions about this matter, please contact our Auto Damage Manager, [redacted], at ###-###-####.Sincerely,

Review: ON 12/25/2013 MY VEHICLE (2007 CHRYSLER 300C) WAS BROKEN INTO AND AS AN OUTCOME OF THAT THE WHEELS AND TIRES OF THE VEHICLE WERE STOLEN ,ALSO THE NAV STEREO SYSTEM WAS TAKING AND SOME INTERNAL DAMAGES WAS DONE TO THE VEHICLE. ON THE SAME DATE I CONTACTED THE LAS VEGAS POLICE DEPARTMENT AND MADE A POLICE REPORT, AFTER THAT I CONTACTED GEICO CLAIMS DEPARTMENT TO INFORM THEM THE ISSUE. ON 01/1/2014 A GEICO CLAIMS AJUSTER INSPECTED THE VEHICLE AND SAID HE WILL LET ME KNOW WHEN MY VEHICLE COULD BE REPAIR. ON 01/02/2014 THE CLAIM AJUSTER CONTACTED ME AND SAID THAT HE HAD THE ESTIMATE OF THE REPAIRS BUT THAT HE COULD NOT AUTHORIZE THE REPAIRS AND ALSO SAID THAT SOME ONE ELSE FROM GEICO WILL CONTACT ME SOME TIME NEXT WEEK. MY VEHICLE HAVE BEEN PARK FOR MORE THAN A WEEK AND NO REPAIRS HAVE BEEN MADE AND WILL LIKE FOR YOU GUYS TO HELP ME GET MY CAR REPAIR AS SOON AS POSIBLE. I PAY EVERY MONTH FOR MY INSURANCE AND IS NOT FAIR FOR ME NOT TO HAVE MY VEHICLE REPAIRED ALREADY. THANK YOU VERY MUCH FOR THE HELP AND HAPPY NEW YEAR. MY CLAIM NUMBER IS [redacted]9xxx-xx-xxxxDesired Settlement: I WILL LIKE MY VEHICLE TO BE REPAIR AS SOON AS POSIBLE PLEASE. THANK YOU.

Business

Response:

Hello [redacted]

We have received an identical complaint [redacted] filed with the Nevada Department of Insurance. In order to simplify our communication with [redacted], we will address his concerns through the Department.

Please contact me by email or at the number below if you have additional concerns or questions.

Thank you,

Consumer Relations

GEICO Region 10

Phone: ###-###-####

Fax: ###-###-####

Email: [redacted]

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

It does not take 3 weeks to deny or pay out a claim of this kind . Geico Is working at a very slow paces and is not in my best interest to have my vehicle broken this long.

Regards,

Review: unauthorized debit charge

My insurance laspes Jan 13. In feb I reimstated it.I called 4 days after I reinstated my insurance the advised the agent the I do not want automatice payment removal due to my paychecks being deposited on different days. The agent stated that she was going to remove the automated deduction but was never done. Geico attempted to remove my payment on the 20th of march and I didnt get paid until the 22 causing me to have a 35 dollar over draft feeDesired Settlement: I want geico to refund my 35 dollars that was charged to my account and be removed from the automaric deduction in the future

Business

Response:

May 13, 2013

Review: I was driving in rain recently when I hit a pot hole that I didnt see b/c it was covered in rain water & I flooded my van. My van immediately started to short out. I continued to drive home and parked it & let it sit for a few days to dry out. I did my homework & tried to find out online and it my [redacted] book what was could be the problem & called around garages for prices etc to help me. I called Geico & asked if I had any free tows with my Policy & Geico said yes & asked me why, maybe they could help. I explained to them what happened & they said [redacted]. you hit a pot hole, that is a claim with Geico you can file. Geico came & took my van, which was running at the time, I have pictures to prove it. Geico took my [redacted] van to a [redacted] dealership who called me & told me they can not properly diagnose my car b/c they dont have the machine to do so. The second call [redacted] told me yes my wires got wet & its shorting out & the fuel injector got stuck & fuel is dumping into the oil. The third conversation is basically the same but they want 500.00 more in cash to break down the engine. I said no thats not necessary since you found out the problem. Then Geico's agent calls me with a totally different story saying they can't find the cause and to tow it home. I payed the 109 diagnostic fee which should of been 50.00 they told me and got my van home. it wouldnt start (new battery & geico sent someone to jump my van. we opened the hood only to see that the garage had disconnected everything under my hood & cracked a hose. I called & talked to a supervisor in Virginia who basically told me that come Monday Geico will tow my van back FREE of charge & put my van back together at their expense & return my van to me running. Well its monday,& I got a call from another rude supervisor [redacted] saying I will have to pay for another diagnostic & all repairs ! What? Geico keeps changing their storys & ruined my van & just keep asking for more money up front.Desired Settlement: Geico needs to Fully cover all cost to get my van running and fix what they broke and refund me any money for the damage to my van and stress they caused me.I couldnt even rent a car at this time because Geico would not set up direct billing with [redacted] I been without a vehicle for over a week now.It between callls from Geico's perferred Garage for service I would call Geico relaying messages to them telling them what the garage was telling me and recieving rude inconsistant storys.

Business

Response:

April 22, 2014Dear **. [redacted],We have received your letter dated April 14, 2014 and have reviewed [redacted]’s concerns. On April 1, 2014, [redacted] called GEICO to inquire about her towing coverage. She advised that she had driven through a pothole and splashed water onto her motor and she thought it may be causing engine problems. GEICO offered to tow her vehicle to one of our guaranteed repair shops to see if this might be a covered loss.When the shop inspected her vehicle it appeared that there had been some prior electrical work that was causing her engine issues and our Auto Damage adjuster was able to confirm that there were no damages that would be covered under either the collision or comprehensive portions of [redacted]’s policy,We apologize for any confusion regarding the shop’s diagnosis and the poor communication that resulted. The shop was able to reattach the wire, re-charge the battery and also towed the vehicle back to her [redacted] so she can get her mechanical/ electrical problems fixed at the location of her choice.If there are any further questions, please do not hesitate to call the Central Pennsylvania Auto Damage Manager, [redacted] directly at ###-###-####.

Review: 3/16/14 on 3-6-14 I parked my car in the shopping mall on [redacted] & [redacted] in [redacted], il while I shopped at the [redacted] store. when I came out my car had damage to my front bumper. I look around and saw nobody or vehicle of suspicion. I guess it was a hit & run accident to my car or something. I got a police report #[redacted] from [redacted], il police. I also called geico my car insurance [redacted]. I have full coverage insurance & I thought with a $250 deductible or no deductible?? when I took out a car insurance policy 12/2012 with geico coming from my former [redacted] car ins co. I made sure & geico promised to match my former [redacted] policy with extra savings since I was switching from [redacted] to geico. well on 3/13/14 geico representative's [redacted] & [redacted]fax... these geico rep's all told me I had to pay $500 deductible to get my car out of the shop at complete collision repair [redacted], il. im a disabled veteran and I have veteran disable plates on my car which allows me to not have to pay for parking downtown [redacted] near my job. but without driving my car and say a rental car its up to $20 a day to park my car near my job not including gas. I didn't get a rental car from geico's insurance company because its doesn't have disabled veteran plates. furthermore, geico frauded my insurance policy trying to make me pay $500 as opposed to a $250 or no deductible at all. my car is ready on 3/17/14 & I want to pick it up and geico to pay all fees etc to complete collision car repair.Desired Settlement: 3/16/14 I would like geico to refund me my entire insurance policy of $167.31 I've been paying since 12/2012 & I would like for geico to pay the $500 or $250 for me to get my car out the shop which will be ready 3/17/14.I will ot do business with geico in the future. geico corporate fax [redacted] md [redacted].claim#[redacted]xxx-xx-xxxx

Business

Response:

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,

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: I'm seeking my deductible back at least $500 to $250. when I started insurance with geico they were suppose to match insurance with my old insurance carrier including my deductible. geico is proble** and I won't renew my insurance with them in june,. cc; il insurance commissioner, il states attorney general, ftc, legal aid,

Regards,

Business

Response:

April 18, 2014To Whom It May Concern:Thank you for your follow-up inquiry of April 14,2014.We have reviewed **. [redacted]’s request for follow-up; however, we are unable to change our decision and reduce her deductible. We believe it is **. [redacted]'s responsibility to review her policy paperwork and make the necessary changes in the event any coverage or deductible discrepancies exist between her former insurer and current GEICO policy. As previously outlined in our original response, we mailed paperwork on at least 3 occasions from December 8, 2012, through November 14, 2013, outlining **. [redacted]’s coverage and deductibles.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 this provisions of her policy.Should you have any further questions, please contact [redacted] at ###-###-####.Sincerely,

Consumer

Response:

[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] Review: [redacted]I am rejecting this response because:this information is being forwarded to the state insurance commission & attorney general's office about geico insurance practices and refunds to me. I will no longer do business w/geico after may 2014 Regards,[redacted]

Review: I changed insurance and February of this year. I told Geico about this in February. I had some personal issues and did not notice that Geico was still charging me for Insurance. After my mother passed in May I finally saw the mistake. I sent Geico proof that I had Insurance with [redacted]. I was told by customer service representative that I would receive my money. They said that they could not deposit money back into account because banking information was now deleted. I was assured that money would be mailed to me. It was not. I called Geico again arguing about my money. I was told check would be overnighted to me. I told them that my address had changed but they still sent it to my old address. I did not receive check. I called again and was assured check would be mailed to me at my new address. It was not. I was then told that check was overnighted to my present address but I have not received it. I have requested that check be sent western union to me. They have refused. It has been a month and I have not seen a refund check. Geico keeps finding excuses as to why my money cannot be returned to me.Desired Settlement: I only want my money. I do not trust that Geico will mail or overnight my money. I need it in cash.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

To whom it may concern this is [redacted] and I'm writing you this letter to inform you that this matter has been resolved. Thank you for your assistance this is in reference to the complaint number [redacted].

Regards,

Business

Response:

July 24, 2013

Review: On April 10, 2013 an auto claim was filed for auto damage, Claim [redacted]. At that moment we believed the damage was a result of hitting a cat as noted in the claim and noted that the deductible was $500. The following day we were called by Geico and told that the deductible was $250 and not $500 for this type of damage report, and to let the claim center know if told otherwise. On April 17, 2013, my son and I went to the Geico claim center to have the car examined and receive payment for repairs. Initially everyone was pleasant. Unbeknown to my son and me, we were told to sign documentation to have this claim/repair center do the repairs. We were not prepared and declined. The pleasant reception was reduced. After examining the car and me pointing out details of the damage, the claim examiner stated the deductible was $500 and not $250 because tan color paint was visible on the bumper as if it had hit something. After reflecting back, I told him it must have come from my wife backing the car out of the garage. But that I never examined the car and only noticed damage after my wife hit a cat. We also stated that we did not desire any after market parts which I have discovered sometimes look and fit different. The examiner made a phone call, then stopped processing the payment and stated he would have to turn it over to their investigative group. He stated they would contact us and come out to the home to complete the claim eliminating the need for us to return. Days later we were called by [redacted]. He stated he needed to talk to my wife, [redacted]. He talked to my wife and recorded the conversation. On April 23, 2013, I called [redacted] and he stated he could not talk to me for my name, [redacted], was not on my son, [redacted]’s policy. I informed him that I was also a Geico policy holder and that we all live at the same address. [redacted] again stated that he could not talk to me unless my name was on the policy. I informed my son. My son then added my name to the policy. On April 23, 2013, I called [redacted] to get this claim resolved and informed him that my son had placed my name on his policy. This was not enough and [redacted] now claimed that my son needed to give Geico permission for him to talk to me. A few days later my son called Geico and told them that I, Artis Hickman, was acting on his behalf and that Geico could discuss any and all issues regarding his policy with me. On May 6, 2013, [redacted] returned my call and stated there was nothing on file noting that Geico had permission to discuss all matters with me. I called my son, [redacted], who then called [redacted] to again give permission for Geico to discuss all matters with me. On May 13, I called [redacted] and asked what was delaying the claim. He stated he now needed a statement from me. I gave him a statement and summed it up with the fact that due to this poor customer service and that after almost twenty years of being a Geico policy holder I would be looking into finding a new auto insurance company. Afterwards I asked [redacted] about payment and he stated he would cancel the check issued in April and issue a new check. I then stated to [redacted], “Why would I be talking to you now if you had issued a check”, which was false. [redacted] stated he would call back the next day to confirm release of payment. On May14, 2013, [redacted] left me a message stating he issued payment for the claim.

As of today, May17, 2013, no payment has been received. No one ever came to my home as we were told. Delay, delay, and more of what appears to be intentional delay is the customer service we have received. Today we did receive a letter from Geico, [redacted], Underwriting Department, requesting more information on my wife, [redacted], who is on my Geico policy, as if she is new to Geico. Clearly poor and totally unacceptable handing of this simple claim. Funny that I just heard Geico advertising how great the customer service is. Not so in this case. Thank you very much.Desired Settlement: TIMELY PAYMENT FOR REPAIRS AND AN APOLOGY

Business

Response:

May 29, 2013

Review: My vehicle was involved in a accident on 12/11/14 in which another vehicle backed into my parked car causing my grill to get damaged (cracked in two places). My vehicle was parked & shut off and this person backed into it. The person who backed into me refused to give any of his insurance information. I called the police who would not do a report for they said it was not over $1000. I took pictured of the damage and I have the others persons address. I called Geico & made a claim. I told them all the information they needed and also about the previous damage to the car in which they were aware of since there was a claim out back in June 2013 (there was a apartment fire in my complex in which I was unable to move my vehicle and the fire dept blocked my vehicles in and the flames from the fire melted my grill).They stated that was fine and to drop the car off at the dealership on 1/2/14 at 9:30am and there would be $100 deductible. I went to the dealership to drop off the car and was there for about 30 minutes when the adjuster came out & said since there was previous damage they would not cover it. I showed him the pictures showing the crack was not there & it was new damage and he said to bad. I asked to speak to his supervisor. I explained the situation to him and was told he would get back to me by the end of the day on 1/2/14 and he did not get back to me. They said they will not cover it.I have been a faithful customer for over 10+ years and this is how they treat customers?Desired Settlement: I would like Geico to replace/repair my grill/car as they stated they would when I called them. They were well aware when I called them about the previous damage to the vehicle.

Business

Response:

January 9, 2014Dear **. [redacted]:Thank you for your letter of inquiry dated January 2, 2014.On January 2, 2014, Auto Damage Adjuster [redacted] inspected **. [redacted]' 2007 [redacted] at [redacted] Collision Center, his body shop of choice. He claimed the crack in his plastic grille was caused by an unknown vehicle backing into his parked and occupied vehicle.**. [redacted] also had a previous claim on July 28, 2013 where he claimed damage to his grille and front bumper cover. GEICO issued payment of $665.75 for the damage under that claim # [redacted]. This detailed the grille being replaced and the bumper cover being repaired and refinished. **. [redacted] never had the repairs completed on the previous claim and cashed that check. Our Auto Damage Supervisor, [redacted], met with **. [redacted] in person and explained that he could not claim the same damage twice. We offered to assist him in arranging the repairs based on the first claim number and estimate; however, **. [redacted] would have to use the original payment issued to him to pay for those repairs. **. [redacted] refused to pay for the repairs and left.If any additional information is needed, please contact our Auto Damage Director [redacted] at ###-###-####.Sincerely

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: as Geico stated as the unknown vehicle is false. I given Geico the name, address, phone number, DOB of the person who hit my vehicle, so how can Geico claim the person who hit my vehicle is "unknown" ? I have given Geico this info many times and [redacted] who is handling this claim says he has spoken to the person who hit my vehicle and this person is being uncooperative with everyone involved.

Review: I GOT CAR ACCIDENT ON PARKING LOT WITH ANOTHER CAR, MY TOYOTA COLORRLA 2010 WITH SMALL DENT ON THE FRONT SIDE OF MY CAR BUT THE OTHER CAR IS PERFECT AND NO SCRATCH AT ALL.THE ACCIDENT HAPPENED ON FEB 23,2013 AND I CALLED GEICO BECAUSE I HAVE FULL COVERAGE ($122 PER MONTH) WITH THEM TO HELP ME TO FIX THE DAMAGE IF IT DOESN'T AFFECT ME MY PREMIUM IN THE FUTURE AND THE AGREED.THEY ASK ME TO TAKE THE CAR TO [redacted] IN [redacted]).I TOOK LOCAL REPAIR FACILITY JUST TO GET ESTIMATE.I GOT ESTIMATE FROM REPAIR COMPANY $220 TO FIX MY CAR,BUT I TOOK MY CAR TO [redacted] AFTER 3 DAYS ON MONDAY.THE GEICO REPRESENTATIVE WAS THERE AND TOOK PICTURE OF THE ACCIDENT AND ASK ME TO SIGN ON LAPTOP(I TOUGHT IT WAS INSPECTION AND IT IS NOT VISIBLE TO READ ON LAPTOP),I SIGNED.THEN THEY GIVE ME RENTAL CAR SO I RETURNED TO WORK.THEY FIXED MY CAR WITH OUT GIVING ME ESTIMATE OR ANY EXPLANATION HOW MUCH IT COSTS ME.THEY CHARGED ME $554 DOLLAR AND I PAID $500 AND GEICO PAID $54 ONLY.I CALLED TO GEICO AND EXPLAINED ABOUT MISSING A STEP( PROTOCOL) TO GIVE ESTIMATE FOR ME BEFORE THEY FIX MY CAR.THE GUY WHO REPRESENT GEICO DOESN'T ALLOW ME TO GET ESTIMATE BECUASE MY POLICY ALLOWS $500 DEDUCTIBLE.I'M A VERY REPOSNSIBLE DRIVER AND I DON'T HAVE ANY TICKET OR ACCIDENT FOR THE LAST 7 YEARS AND NOW AFFECTING ME EVEN TO CHANGE MY INSURNACE( BECAUSE THE REPORT ON MY FILE AS ACCIDENT).

HERE IS MY PLOCY NUMBER # [redacted]

THE REASON I TOOK MY CAR TO GEICO PARTNER FACILITY BECAUSE OF I TRUSTED GEICO AND I ENDED UP PAYING $500 AND REPORTED AS ACCIDENT AND UNABLE TO GET ANOTHER INSURNACE TO CHANGE.

THANK YOU

[redacted]Desired Settlement: 1.The geico repair partner facility is not condcting business properly and Please review the location and geio represenative doing there.

2.They trick me to signed and pay the deductiable with out giving me estimate first and I demand refund or atleast get the diffrence quote with other repair facility

3.The most important for me is to remove the report of the incident from file and able to get another insurance. The accident inolved with when I park my car in parking lot and the aother car was perfect,no scratch at all. I called to geico and asked them if they help me to fix the car if doesn't affect me on my premium.

Business

Response:

Response attached

In handling my claim, I've mostly spoken with Courtney My experience thus far has been negative and has led me to consider a competitor company for my insurance needs. My initial conversation with Courtney was very upsetting. Courtney called to take a recorded statement from me regarding the accident. After the recorded portion of the call, she proceeded to tell me that I was at fault for the accident. When I asked for an explanation, she suggested a few times that I read a driver's manual and that no matter who I talked to the decision was the same. Her response was very mater-of-fact and lacked empathy. She stated that she had all of the information that she needed and there was nothing I could provide (e.g., witness statement, police report) that could sway the decision. I also spoke with Courtney this morning. When she answers the phone, she tells me that she just got to work and that she's going to have to place me on hold. I didn't think it was professional to let me wait. I would have left a voice message so that she could call me once she's collected herself. Her tone today was VERY condescending and smug.She tells me that the auto adjuster will let me know if Geico will cover the cost of my car having been stored at the tow yard. I explained to her she should have given me that info during our initial conversation because I could have handled things differently or had the car towed to my home. I've never had a major accident and this experience has left me despondent. In speaking with this young lady, she will not let you speak on your behalf and will suggest to you that you need to calm down even if you have not risen your voice or used inappropriate language. I will be moving my business elsewhere once this experience is over.

Review: I HAVE A POLICY WITH GEICO INSURANCE ,EVERY MONTH I WAS GOING TO THE WEB SITE AND PAYING MY INSURANCE POLICY ON DEC 2013 THEY SENT A PAYMENT IN TO MY BANK ACCOUNT FOR 354.00 IT DIDNT GO THROUGH BECAUSE OF ISF SO I CALLED THEM 12/2 AND ASKED WHY THEY SENT THE PAYMENT THEY SAID I WAS SET UP FOR AUTOMATIC DRAFT I STATED NO I GO IN EVERY MONTH AND MAKE A PAYMENT MY SELF THE REP I SPOKE WITH ON 12/2 STATED SHE APOLOGIZED AND IT WILL NOT HAPPEN AGAIN SHE PUT IN FOR A STOP AUTODRAFT AND I RECIEVED THE LETTER THE SAME DAY VIA EMAIL AND ON 12/7 BY MAIL THAT NO DRAFTS WOULD COME OUT OF MY ACCOUNT ON 12/5 THE COMPANY WENT IN MY ACCOUNT AGAIN AND DRAFTED FOR THE SAME AMOUNT 354.00 WHEN I CALLED I WAS TOLD THAT IT WAS A MISTAKE BUT THEY COULD NOT REFUND ME THE FULL AMOUNT THEY WOULD HAVE TO HOLD 122.00 FOR WHAT I STILL DONT UNDERSTAND THEY DID NOT REFUND ME RIGHT AWAY I HAD TO WAIT FOR THE CHECK TO COME THEIR POILCY TO KEEP ONE MONTH IN CASE THEY DONT GET PAID IS WRONG I HAD BEEN MAKING MY PAYMENTS EVERY MONTH ON TIME BUT THIS TIME ALL OF A SUDDEN THEY HAD TO HOLD 122.00 THAT DIDNT MAKE SINCE IT IT WAS THAT IMPORTNANT THEY SHOULD HAVE TOLD ME IN THE BEGGINING THAT TAT WAS A POLUCY REQURIMENT TO HOLD ONE MONTHDesired Settlement: I DID NOT MAKE THE MISTAKE THE COMPANY DID THEY WERE NOT SUPPOSE TO WITHDRAW FROM MY ACCOUNT

Business

Response:

December 13, 2013

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.

**. [redacted] purchased a GEICO Choice Auto policy (copy enclosed) on September 30, 2013, She enrolled in the Electronic Funds Transfer payment method (copy enclosed). A Statement of Account transaction summary is enclosed.

A monthly payment was scheduled for withdrawal on November 1, 2013 for $119.65. The payment plan was changed from monthly to the one-payment plan on October 24, 2013 at **. [redacted]’s request (copy enclosed). The Electronic Funds Transfer Bill Notification was mailed October 24, 2013 indicating a withdrawal amount of $474.57 on December 1, 2013 (copy enclosed). **. [redacted] made an online payment of $119,65 on October 24, 2013 (copy enclosed).

An Electronic Funds Transfer Bill Notification was mailed to **. [redacted] on November 21, 2013 indicating an online payment was received on October 24, 2013 in the amount of $119.65 (copy enclosed). The premium balance of $474.57 was to be withdrawn December 1, 2013 since **. [redacted] had changed the billing from the monthly Electronic Funds Transfer to a one-payment Electronic Funds Transfer plan. An online payment of $119.65 was received November 25, 2013 (copy enclosed), resulting in the final amount of $354.92 to be withdrawn by Electronic Funds Transfer. This payment was received December 1, 2013 and the policy was paid in full.

**. [redacted] contacted the Service Department on December 2, 2013 to disconnect the Electronic Funds Transfer payment method (copy enclosed).

**. [redacted] changed from the monthly Electronic Funds Transfer payment method to a one-payment plan and then to a monthly Direct Invoice payment method, **. [redacted] contacted GEICO to request a refund of $232.39 and a refund check was mailed that same day on December 5,2013.

If you need additional information please contact [redacted] by telephone at ###-###-#### from 8:00 am to 4:30 pin CST or by email at [redacted].

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.

Review: In September of 2012 I separated from my wife and we pursued separate automobile insurance policies. As a captive [redacted] property and casual agent I simply wrote my own automobile insurance policy effective September 4th. I contacted Geico during the same time frame to advise them to cancel my existing policy effective September 4th. I initially reached out to them by phone, then proceeded to fax them a copy of my current declaration's page showing my policy with [redacted] was effective September 4th 2012. I did not receive any further communications until February of this year AFTER Geico had turned over my information to the collection agency "[redacted]" file: [redacted], requesting a payment of $121.02 towards their policy showing a cancel date of 11/18/2012 - long after my initial request. I responded to CCS's request and forwarded them a *declarations page,* which Geico rebuked as "an application for insurance effective September 4th." I am infuriated with Geico's poor handling of this situation. I will never write business through Geico, and I will share this awful experience with all 5,000+ customers in my agency's book of business.Desired Settlement: Deletion of this collection notice, marking my balance towards my canceled policy as $0, paid in full and canceled effective September 4th 2012.

Business

Response:

March 26, 2013

Review: I HAVE GEICO INSURANCE AND THEY ARE TRYING TO SCAM ME. THEY HAD ME PAYING FOR A CERTAIN COVERAGE NOW THAT I'M IN THE NEED OF THE SERVICE THEY ARE TRYING TO SAY MY CLAIM IS UNDERINVESTIGATION SO THEY WILL NOT HAVE TO HONOR THE CONTRACT.Desired Settlement: I WANT TO BE TREATED LIKE A VALUABLE CUSTOMER AND NOT LIKE A THIEF .

Business

Response:

August 22, 2014Dear [redacted]:Thank you for your August 15, 2014 inquiry.On August 12, 2014 [redacted] reported mechanical parts had been stolen from her vehicle, a 1999 [redacted], while it was parked on the shoulder of the road. We have been in contact with [redacted] regarding her loss. On August 18, 2014 [redacted] called and withdrew her claim.We sincerely regret any inconvenience [redacted] experienced during our handling of her loss. We believe we handled her claim appropriately and in accordance with the provisions of her policy,Should you have any further questions, please contact Claims Manager, Kim R[redacted], at ###-###-####.Sincerely,Carl *. TAssistant Vice President

Review: I paid my premiums 6 months in advance. I removed a car I sold from my insurance over a month and a half ago through a Geico representative. The representative removed the car from my policy and gave me a monetary figure (refund) I would receive within that month as of yet I have not received the refund as stated by the representative.Desired Settlement: I am requesting the refund immediately

Business

Response:

August 25, 2014Dear [redacted]:We have received correspondence from the Revdex.com (Revdex.com) requesting assistance on your behalf. I am happy to provide you with the following response.Our records reflect that when your policy was issued on 05/29/14, with a policy effective date of 05/30/14, a credit card payment of $306.30 was accepted for full payment using account ending in [redacted]. A 2014 [redacted] was added to the policy at your request effective 06/07/14 resulting in a $351.80 prorated premium increase; an additional credit card payment in that amount was authorized at that time using the same card account ending in [redacted]. Your 2013 [redacted] was removed from the policy at your request effective 06/25/14 resulting in an overpayment of premium in the amount of $172.74. A refund in this amount was returned to your card account ending in [redacted] on 06/26/14.On 06/24/14, our Underwriting Department sent you a setter requesting completion of enclosed questionnaires, current registrations for all insured vehicles reflecting you as the registered owner, and proof of residence. This letter advised that failure to provide the requested underwriting information by 07/25/14 could result in the cancellation of your policy. When we did not receive the requested underwriting information by the due date, a Post Office Receipt Secured letter advising that your policy would terminate at 12:01 AM on 08/19/14 was sent on 07/29/14. As a result, a refund of $263.72 was sent to your card account ending in [redacted] on 07/29/14.[redacted], I hope this information is helpful. If you have additional questions, please call our analyst, Jennifer V[redacted], at ###-###-####, extension [redacted],Sincerely,Derek ZUnderwriting Manager GEICO General Insurance Company