GENTERA

Dear Mr. ***,This is in response to your April 8, 2017 correspondence to the RevDex.com regarding your automobile policy. I appreciate the opportunity to reply.First, I will provide a little background. Your auto policy was created on April 26, 1991 and renewed each following year, most... recently on April 26, 2016. $2,578 was your renewal price for the policy, which we cancelled at your request on April 7, 2017.When you first set up the policy, you selected our Electronic Funds Transfer (EFT) option as your preferred payment method, which you kept in place throughout the life of the policy. There are twelve EFT payments (one per month) for each policy term.At your latest policy renewal, your policy term was in effect for almost the complete twelve months at the time it was cancelled, but you only made 11 monthly payments. That means you still owe $79.45 on the policy, including the billing fee, which reflects the balance owed through your cancellation date. As a courtesy, I have waived the $5 billing fee which updates the policy balance to $74.45. For your reference, I am enclosing your billing history.Mr. ***, thank you for contacting us with your billing questions. Again, I am truly sorry that we have lost you as a customer, but I hope that I have answered all of your concerns today. If you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely, [redacted] Associate Customer Care SpecialistCustomer Care Unit [redacted] [redacted]

Dear Ms***,This is in response to your September 17, correspondence to the Revdex.comI have been asked to respond to your concerns Please accept my apology for the delay in processing your cancellation and issuance of your refundI understand how disappointing it must have been when you did not receive your refund within the timeframe you anticipatedWe regret your concerns were further compounded when your refund issued to an incorrect addressA stop payment on the first check (check # [redacted] ) and a replacement check (check # [redacted] ) issuedWhen you spoke with a service representative on September 13, the policy was updated to correct your mailing addressA stop payment was placed on check [redacted] and a replacement check (check [redacted] ) issued to on September 20, I attempted to reach you on September 23, to inquire if you would prefer to have the $refund issued electronically and deposited into your account; however, I was unable to reach youWhile I received a return telephone call from you when I was away, I could not determine from your voice mail message if you preferred the alternative method of refundI attempted to reach you again; however, was again unsuccessfulSince the check issued six days ago, it would be quicker for you to wait for the check to arrive in the mail rather than issuing a stop payment again and completing an electronic refundPlease allow approximately two weeks (from the date of issuance) for receipt Ms***, thank you for contacting usI am truly sorry you had an unfavorable experienceWe anticipate you will receive your refund shortlyIf you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely, [redacted] Associate Customer Care SpecialistCustomer Care UnitPhone: [redacted] Fax: [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Update - This case should not have been closedI included In emails cc: Revdex.comI left voice mails for *** [redacted] is out of office for HolidayImportant and new update • Policy Changes were made and in effect first part of Oct2016.• [redacted] - Amount paid for Novwas taken out of my bank was old amountCan they issue credit? I do not want this to happen again for month of Dec• Can you send me something in writing of My new monthly broken out per mo.? This hopefully will eliminate in me paying more than what was agreedUpdate Re: equipment • I think [redacted] has been with the Company while and seemed to be trying to helpShe has no control or voice for what they advertiseThis is more on consumer affairs with InsuranceReally not her deptThanks, [redacted] *Regards, [redacted]

Dear Ms***, This is in response to your May 16, correspondence received through the Revdex.comI appreciate the opportunity to respond to your concerns I sincerely apologize that your initial interactions with Liberty Mutual were unfavorableWe expect our sales and service representatives to be responsive to our customers’ needsI regret in this instance we fell short of this goalFeedback regarding your interactions has been provided to the appropriate management in an effort to improve our service in the future As per your previous conversations with another member of my team, the physical damage coverage was restored to your [redacted] and [redacted] on May 17, following the completion of the photo inspectionsIn addition, we agreed to allow an addition five calendar days (May 22, 2017) for completion of the inspection on the [redacted] However, the inspection was not completed until May 23, 2017; while coverage was removed effective May 12, it was restored effective May 23, I have attached the most recent Declaration for your review Please contact me directly if you have any questions regarding the current coverages Ms***, once again, I truly regret your recent experiencesAs a valued customer I hope we can provide the excellent coverage you deserve going forwardIf you have additional questions or concerns, please also feel free to contact me directlyI will be happy to assist Sincerely, [redacted] Customer Care Specialist Customer Care Unit [redacted]

March 27, 2017 BBB of Eastern MA, ME, RI, & VT 290 Donald Lynch Boulevard, Suite 102 Marlborough, MA 01752-4705 RE: Complaint # [redacted] LM General... Insurance Company To Whom It May Concern: This letter is in response to complaint # [redacted] sent to us March 25, 2017. A policy qualifies for Accident Forgiveness if each of the policy’s experienced drivers has not had an accident in the five years prior to the inception of the policy. Prior to the March 9, 2016 inception of the insured’s policy, there was an incident which took place on November 17, 2014. As the insured did not have five clean years prior to the policy’s inception, the insured’s subsequent September 1, 2015, and October 28, 2015 losses did affect their policy premium at the time of their 2017 policy renewal. Thank you for the opportunity to address this matter. Product Compliance LM General Insurance Company

Dear Ms [redacted] ,This is in response to your December 12, correspondence to the Revdex.comI am truly sorry we have lost you as a customerWhile we have not changed our position regarding an additional refund, I appreciate the opportunity to respond and hope to provide you with the clarity you are looking for.Regarding your billing, I will provide a little backgroundYour auto policy was created on January 4, and renewed each following year, most recently on January 4, with an annual premium of $5,It was scheduled to renew January 4, 2017; however, the renewal term was cancelled when we received your request to cancel the policy effective December 1, 2016.When you initiated the policy, you selected our Electronic Funds Transfer (EFT) option as your preferred payment method, which you kept in place throughout the remainder of the policyTherefore, there were twelve EFT payments (one per month) scheduled to pay your policy term in full with the first payment scheduled January 21, and the final payment scheduled December 21, However, on June 21, 2016, the withdrawal date was changed from the 21st to the 30th at your requestTherefore, a withdrawal was issued to your financial institution on November 30, However, we did not receive your cancellation request until December 2, 2016.Once we received your cancellation request effective December 1, 2016, we credited you for the unused portion of the policyTo simplify, we received eleven payments for just shy of eleven months of coverage, January 4, – December 1, - which explains the $refund issued to you on December 2, While we appreciate your concern, we are unable to refund anything additional as the $reflects the final refund due for coverage affordedFor your review, I provided a billing history.Ms [redacted] , thank you for contacting us with your billing questionsAgain, I am truly sorry that we have lost you as a customer, but I hope that I have addressed all of your concerns todayHowever, if you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely, [redacted] Associate Customer Care SpecialistCustomer Care UnitT: [redacted] F: [redacted] Enclosure

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments belowRegards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Dear Ms[redacted] , There was no miscommunicationYou are blatantly ignoring the factsIt is not a case of just poor customer service, but negligenceWe did not receive the renewal package, that is a factYour records indicate you received the Consent to Rate (CTR) form on May 19, 2017, yet you cancelled our policy without our knowledgeYou did not "locate" the CTR form on July 13, 2017, we had to sign another one and send it back to you, of which I have the emails to prove thatYou say if we had a casualty on let's say July 6, we would have been covered even though our policy was cancelled, which is not true according to another insurance company we spoke withYes, in the end, after we proved you mistakenly cancelled our policy, we would have been covered, but a claim right away would not have been honored Inconvenience and frustration does not begin to describe what we had to go through with your companyMany, many hours on the phone and sending emails back and forth, only to have you lose the paperwork "again", something which you are failing to address in both your responses, was more than frustrating, it was actually scary that our home was put in jeopardy because of your company's negligencePlease address the problem we had with the cancellation letter I sent, that was also lostAn email from your company stated it was received, but when we went to check on our refund, was told that it too, had been lost and needed to be resentThe various answers to our questions from your customer service personnel, only added to that fright, one telling us we were insured, the next saying we weren't We are now well past the point of the few dollars that you did not refund us for the time that we were not actually coveredYour attitude and misrepresentation of the facts are far more disturbing that the fact that we will lose a few dollars, and the fact that you cannot admit your company was negligent in this case is unsatisfactory I will continue to respond to your form type letters until you admit you did us wrong, and were negligent with our policyV/R, [redacted] Regards, [redacted]

Dear Mr***, This is in response to your July 13, correspondence to the Revdex.com regarding your previous policiesI appreciate the opportunity to respond to your concernsPlease accept my apology for any miscommunication that may have occurred regarding your eligibility for the Multi-Policy (Account) discount when initiating an automobile policy There is never an acceptable reason for poor customer serviceYour willingness to share your experience is helpful in identifying areas where we are not consistently meeting our service standards or our customers’ expectationsFeedback has been provided to the appropriate management to review and address in an effort to improve our service in the future On June 25, we initiated an automobile policy for you effective June 26, with an annual premium of $1,On June 26, you contacted us to advise you initiated an automobile quote online, which was less than your current policy premiumYour June 26, policy cancelled effective June 27, at your request, and a new automobile policy was initiated effective June 27, with an annual premium of $1, In your correspondence, you mention bait and switch tactics between our online quoting system and our licensed telephone agentsOur internet quoting system allows users to enter their personal information, details regarding their automobiles, and to select their own coverage limits independent of the involvement of a sales representativeThe primary reason your online quote was lower than the initial policy quoted was due to the inclusion of a Multi-policy discount Although you are eligible for an Account or Multi-policy discount for your active life policies, in order to qualify for this discount on your automobile policy for a homeowner policy you must have an active policy insured with Liberty Mutual for your primary residence with you listed as named insuredOur records do not reflect you have an active policy insured with us under your name for your residence at [redacted] ; therefore you are not eligible for the Multi-policy discount A policy correction was implemented on July 13, to remove this discount retroactive to the June 27, inception dateYour annual premium adjusted from $1,to $1,and a Declarations page reflecting this change was issued to you While we appreciate your concern, and regret this error was not caught previously when we reviewed the internet quote with you, we have been consistent with our response that we are unable to include the Multi-policy discount on your automobile policy as we must charge the appropriate premium for the coverage afforded Our records reflect the manager of my team, Ms [redacted] , previously reached out to you by email yesterday and requested that you telephone her directly if you would like to further discuss your concernsHer telephone number is ###-###-#### and office hours are 8:a.mthrough 4:p.mPacific Time Mr***, you are a valued customer and I regret my response could not be more favorableIf you have further questions or concerns, please also feel free to contact me directlyI will be happy to assist you Sincerely, [redacted] Customer Care Specialist Customer Care Unit Personal Insurance Distribution Operations Tele: ###-###-#### | Fax: ###-###-####

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below [I am on the policy from the time we got the insurance, I left message saying they need to be more mindful of who their clients areRecently within the past week I received a message that the overdraft fee of $will be sent to be as a check, so if I receive it I will ask the case to be closed..] Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy my issues and/or concerns in reference to complaint # [redacted] I paid a full year with a single payment for the last year billing period.I never selected monthly billing and for that reason I switch to other insurance provider at the end of the year periodThank you for waived the $in bill fees applied to the policy and I will close this complaint soon.Sincerely [redacted] ***

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Regards, [redacted]

RevDex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] . Please add your rejection comments below. Your sales person is the biggest liar I've ever encountered, he sold me on ridesharing and that was the only reason I bought that rubbish policy. You should do better background checks on your employees as this affects your reputation as a business adversely. Regards, [redacted]

RE: Personal Automobile Policy: [redacted] Consolidated Insurance Company/ NAIC: [redacted] Dear Mr***,This is in response to your additional correspondence to the Revdex.com regarding your automobile policyI appreciate the opportunity to further reply.I regret the promotional mailer continues to cause you frustrationOur advertising refers to an average savings based on customers who switched to Liberty Mutual Insurance and stipulates that individual premiums and savings may varyThe concerns should be rectified with the removal of you and Ms***’ name from the mailing listAccusation of intent to falsely advertise is inaccurate and inappropriate, as we have already explained how we received your name and action taken to cease additional mailings.As previously mentioned, the savings advertised in the mailing have already been factored into your premiumYou are receiving many vehicle level discounts, including your hybrid vehicle discount, vehicle safety, and anti-theft devicesAdditionally, there are policy level discounts which include your [redacted] Alumni Association discount, Early Shopper, Paperless, New-to-Liberty, and New Move discounts.Regarding the removal of your previous vehicle, I amended the policy to remove the [redacted] effective November 6, The loss occurred on October 6, and the rental vehicle was returned on November 5, Prior to receiving this request, the vehicle was removed from the policy effective December 20, As a result of the policy amendment, an additional $credit was applied to the policy which adjusted the current balance due to $1,166.Mr***, I hope that I have addressed your additional concerns todayIf you have questions unrelated to this matter, please feel free to contact me directlyI will be happy to assist.Sincerely, [redacted] Associate Customer Care SpecialistCustomer Care Unit [redacted]

[redacted] To whom it may concern,This is in response to the June 11th, Revdex.com Complaint from Ms [redacted] Due to the sensitivity and confidentiality of the response materials we are sending Ms [redacted] a separate response via USPS on 06/19/that we believe will address her concerns Sincerely, [redacted]

Dear Mr [redacted] ,This is in response to your March 24, correspondence to the Revdex.com regarding the cancellation and billing on your automobile policyPlease accept my apology for the difficulty you have experienced in cancelling this policyI appreciate the opportunity to respond to your concerns.Our records indicate the automobile initiated effective August 18, and subsequently renewed, most recently on August 18, 2016, with a premium of $4,380.When you spoke to our customer service department on August 22, 2016, we confirmed the Notice of Transfer (2A) form would be needed from your new carrier in order to process the cancellation and provided the appropriate fax number for submission of the 2A formHowever, thus far, we have not received the 2A form from your new carrierTherefore, the policy remained active and the billing continuedWhen payment was not received, this policy cancelled effective November 15, for non-payment of premiumA $1,final bill issued November 22, due December 12, for coverage provided through the cancellation dateAs we did not receive your final payment within days of its due date, we forwarded the balance to a third-party collections vendor, [redacted] , which is how all unpaid balances on cancelled policies are managed at [redacted] MutualI apologize if you were surprised by this course of action, but it is one we must take when we do not receive final payments on cancelled policies.In order to amend the cancellation date, please request your new carrier provide the Notice of Transfer (2A) form to the fax number listed below or by email to [redacted] Once the required form is received, I will cancel the policy effective the date you obtained new coverage and the policy balance will be adjusted appropriately Mr [redacted] , we are sorry for the difficulty you have experiencedI hope all your questions have been answered todayHowever, if you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely, [redacted] Associate Customer Care SpecialistCustomer Care Unit [redacted]

We have received Complaint # [redacted] and appreciate the opportunity to respondThe policy in question was cancelled on 10/30/and on 11/22/the cancellation was deleted due to no cancellation documentation in our system as required by the state of GeorgiaI apologize for our error in uploading the documentation requiredOn 1/22/18, we received cancellation request from customer and submitted request to cancelOn 02/13/18, customer called to check on status of cancellation and was informed that Underwriting was in the process of cancelling the policy and the refund would be generated once the cancellation was processedAs of today, 02/19/18, the policy has been cancelled effective 10/30/17, and a refund in the amount of $will be sent to customer's credit card on file with usWe apologize for our error in not uploading the correct documents to cancel the policy when requested and regret any inconvenience and frustration we have caused to the customer

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] the response from Liberty Mutual did not adaquqtely explain why the policy premiums increased over $Over the past years for the auto, when there should not have been an incdue to accident forgiveness The same goes for the HO policy which increased significantly over past yearsYour only explanation had to do with depreciation of discountsI have never known discounts on a polto decrease, and or to cause premsTo increaseI have never known an agent and customer service to determine a customers rates, which I was told happened in my case Regards, [redacted] ***

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
I appreciate your help resolving this issue. I would like the issues I have pointed out resolved amicably, resulting in the receipt of short term disability payments. *** *** Sent from Mail for *** ** January 30, 2017 I have pointed out numerous mistakes made by Liberty Mutual when processing my claim as well as the appeal processed; key documents are embedded within the appeal. I have also attached the embedded appeal documents to this email for convenience. I would like an investigation performed on Liberty Mutual Insurance’s mishandling of the short term disability claim processed on my behalf, as the third party administrator for *** and Short Term Disability claims filed by *** *** employeesI have attached all supporting documentation pertaining to how this claim was incorrectly processed from the onset, which began on October 11, 2016. Liberty Mutual Case Manager *** *** unprofessionally mishandled case #*** for myself *** ***, from the beginningNumerous mistakes were made by Liberty Mutual, and are clearly stated in the appeal submitted on November 30, which has been attached for convenienceBelow are some key points from the appeal submitted to Liberty Mutual: *** ***’ harsh, bullying and unprofessional attitude in handling the initial case phone call which took place the afternoon of October 11, *** *** misstated my medical condition as anxiety rather than extreme stress as documented by my doctor*** *** never submitted the Healthcare Provider Form to my doctor to fill out, yet based her initial denial of *** on not receiving this form back(Note *** has since been approved upon receiving this form from my doctor)Perpetuated this anxiety misdiagnosis, during the appeal review, which resulted in denial of the short term disability appeal filed (claim #***), by stating supporting documents the case manager requested for an anxiety condition were not submitted with the appeal. No such documentation exists since this was not the condition being treated (see attached LM STD-Letter)Unprofessionally steered the Nurse reviewing this short term disability claim by incorrectly looking for documentation supporting the case manager’s anxiety prognosis, such as: clinical evidence, mental health records, as well as therapy notes (see page of the letter under Medically certified health condition), all due to misstating my medical condition as anxiety in all case file documentation It should be noted, once the Healthcare Provider Form was sent, by myself, to my Doctor, and returned to Liberty Mutual, *** was approved as of November 29, (see attached *** approval letters dated November and November 30, 2016)Initial short term disability claim and appeal perpetuated the misstated anxiety medical condition diagnosis as documented by case manager *** ***Please review the attached information, if there are any questions, my doctor is *** *** at *** ***, *** ***, phone number: ***
Regards,
*** ***