GENTERA

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

RE: Revdex.com Complainant No.: *** Renters Policy Safeco Insurance Company of Indiana: NAIC *** To Whom It May Concern: This is in response to the December 12, 2015,
Revdex.com Complaint regarding the additional premium on the complainant’s renters policyThe renters policy had a renewal date of February 12, Since payment was not received until February 13, the policy was cancelledOnce payment was received, the policy was re-instated on February 14, The premium increase from $to $was driven by the fact that the policy lost a program benefit that only applies to renewal customersA billing statement was processed on November 17, for the remaining balance due of $The length of time given for the additional amount was due to the equity in the policy from the $payment that was received on February 13, 2015. A credit card payment was made on December 12, 2015, for $and the current balance is When the insured requested to reinstate the policy, the premium impact was not immediately known due to the lapse, therefore, we're willing to waive the $This refund will be applied to the credit card used for the December 14, paymentThank you for the opportunity to address this concern

Dear MrCash, This is in response to your October 3, correspondence to the Revdex.comI am sorry to hear of the difficult circumstances you have encountered receiving your refund and appreciate the opportunity to respond
We regret any miscommunication regarding the refund method after cancellationAs confirmed by the notification included in your renewal packet, refunds are automatically issued in the same method your last payment was received When the automobile policy for your *** *** and *** *** was cancelled, the $refund issued directly to your checking account on July 27, since the payments were made through Electronic Funds Transfer (EFT) payments from this accountAfter the automobile policy for your *** *** was cancelled, the $refund issued on July 28, to the debit card which you used to make the original payment. When you inquired about the status of the refund on August 26, 2016, you advised that the account is no longer active and we began to assist you in securing your refundSince that conversation, several representatives from Liberty Mutual have contacted your financial institution in an effort to assist with your refund On October 12, 2016, our billing team spoke with a supervisor at your financial institutionWe expressed how this has been a frustrating experience for you and how many times we had called without a resolutionWe were advised you need to call the dispute department ###-###-#### and file a disputeOnce a dispute is filed, they will research the refund further. While we regret the inconvenience, our records reflect we issued the refund promptlyWe are unable to comply with your request for a refund by check since we no longer have the fundsThe refund method was consistent with what we previously advised you in writing and should be pursued through your financial institution. MrCash, thank you for contacting us with your billing questionsIf you have any questions or need further assistance, please reach out and I will be happy to help. Sincerely, *** *** Associate Customer Care SpecialistCustomer Care Unit Phone: ###-###-#### Fax: ###-###-####

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response itself does not satisfy my issues and/or concerns in reference to complaint #***, as it was generated after the time period in which I needed resolutionHowever, I understand that by choosing to accept the business response that my complaint will be closed as resolvedAs the refunds were eventually received, there's nothing left but to close the complaintI do want it noted here for future reference that nothing was expedited or routed per my request, but instead occurred in the regular time and method
Regards,
*** ***

Dear Ms***, This is in response to your correspondence received through the Revdex.com on August 16, regarding your automobile policy. We are truly sorry to have lost you as a customer. I appreciate the opportunity to respond This policy initiated
November 20, and subsequently renewed November 20, with an annual premium of $1,968. When you initiated the policy you elected to make your payments via our Electronic Funds Transfer (EFT) payment plan which divides the annual premium by twelve payments. A withdrawal notice issued to you September 29, advising your November 25, payment would be $ On November 14, you added a *** to your policy which resulted in a pro-rated adjustment of $for the expiring policy term. Your renewal premium was adjusted from $1,to $3,460, a difference of $1,492. The $pro-rated charge was added to your renewal balance and the balance was adjusted to $3,($1,+ $1,+ $18) Because this change were made less than fifteen days prior to your next scheduled withdrawal the November 25, payment remained $which reduced the balance to $3,314. An updated withdrawal notice issued December 10, advising that your December 25, payment would be adjusted to $($3,divided by eleven remaining payments, with the final payment adjusted by a few cents) We received two payments of $(December 25, and January 25, 2016) which reduced the balance remaining to $2, On January 26, you requested to replace the *** with a ***. This resulted in a pro-rated premium change of $and the balance remaining was adjusted to $2, You contacted our customer service department again on February 16, and requested the removal of the *** be made for an earlier effective date. Per your instructions, the EFT billing was discontinued and policy was placed on direct bill, which has fewer installments and a $bill fee applicable to each bill issuedInstead of nine remaining EFT payments, you now only had seven remaining payments Following further conversations with our customer service representatives on February 16, 2016, we made additional adjustments to the policy, voiding the previous transaction to substitute the *** with a ***. Instead, we removed the *** effective December 20, (one day after your loss occurred) and added the *** effective January 26, which resulted in pro-rated credits totaling $and the balance remaining was adjusted to $2, Your monthly payments were adjusted to $($2,divided by seven plus the $fee) and a bill issued February 25, due March 16, 2016. On March 7, you contacted us again stating you wished to restore the EFT payment method. We advised this could be done over the phone, online or you could complete a new withdrawal authorization form. You stated you would sign the form and discontinued the call However, the EFT billing not resumed and we never received any additional payments. This policy was later cancelled per your request effective March 17, 2016. We credited your policy balance $2,for the unused portion of the policy term and the balance remaining was reduced to $219.46. A final bill issued March 17, due April 6, for $which included a $bill fee An email reminder issued April 7, requesting payment remittance to avoid collection activity. As we did not receive your final payment within days of its due date, we forwarded the balance to a third-party collections vendor, *** *** ***, which is how all unpaid balances on cancelled policies are managed at Liberty 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 I am also mailing you a copy of this response and will include a copy of the March 17, bill, email reminder and billing history for your review Ms***, again, we are truly sorry to have lost you as a customer. I hope my response provides the clarity you are looking for. If you have further questions or concerns, please contact me directly. I will be happy to assist you Sincerely, *** * *** Associate Customer Care Specialist Customer Care Unit Personal Insurance Distributions Operations Tele: *** Fax: ***

Complaint# *** October 16, I am writing today in response to the complaint from *** ***, which was received by our Presidential Service Team. According to the explanation included in the complaint, the auto policy was to be cancelled in March The Home
policy was cancelled in error and was not reinstated. Please know that we take our responsibility to our customer very seriously, and part of that responsibility is maintaining Mr ***'s trust. So thank you for bringing this matter to our attention. The Home policy has been reinstated back to the cancellation date with no lapse in coverageThe policy period is 03/18/through 03/17/The premium is set for a one time annual bill, which is dueThe insured can contact customer service to make the payment or select different billing methods.On behalf of Liberty Mutual, I would like to apologize for any frustration we may have caused Mr***

Dear *** ***,
This is in response to your June 12, correspondence to the Revdex.com regarding your recent service experienceI appreciate the opportunity to respond to your concernsPlease accept my apology for your service experience
Liberty Mutual Insurance
values our active duty military, veterans and their families who sacrifice and protect our country every dayI regret the service you received was not reflective of our respect and appreciationFeedback has been provided to the appropriate management to review and address
Recently we started offering a Military discount on the automobile policy to active duty military personnel in selected statesAs with all new discounts or programs, we first reviewed the feasibility with respect to the regulatory environment in which we operate prior to implementationAlthough we do not currently offer a Military discount for veterans, we appreciate your feedbackWhether we are able to offer a discount in the near future or we save and revisit this idea at a later date, your willingness to share your experience is helpful in our continued efforts to better serve our customers
*** ***, we regret your decision to cancel these policies and are sorry to have lost you as a customerIf you have further questions or concerns, please contact me directly and I will be happy to assist you
Sincerely,
*** *** Customer Care Specialist
Customer Care Unit
Personal Insurance Distribution Operations
Phone: ###-###-#### 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 # ***Please add your rejection comments below. *
*** ***
*This is in response to your comment posted 7-6-2016. I have been a customer of Liberty Mutual's for over years. Prior to my violation of August 10th I had no accidents and no traffic violations; my driving record was excellent and yet I still was paying $129/month, much higher than other people I know so your story that you charge others more to give other drivers discounts is incorrect. Charging someone $6,for an annual premium on a *** is insane! I paid $11,for the car brand new! This is Liberty Mutual's way of dumping customers after a violation and it is unlawful! I have many of my bills automatically deducted from my checking account and every other company stopped auto payments if there was a change in the monthly billing amount. Liberty Mutual should not have continued automatic billing when a premium is going from $129/mo to $518/mo! You have stolen almost $from me! I would have left you immediately! You say in your comment that I, "have been a loyal customer..." and I have! much to my chagrin now! Where is your loyalty? Why did I get quotes from every other agency that were even less than I was paying before my violation??? I am not at all satisfied with the handling of this matter and want to speak with someone above you. Also, I have told Liberty Mutual that I have obtained insurance with Progressive. I will not pay any more money to Liberty Mutual! You have already scammed me for nearly $and I will not be happy until I get some restitution. I have also reported you to the PA Insurance Commission and I will tell anyone and everyone what you did after all my years of customer loyalty. So, if your answer is that you are not going to do anything to resolve this, then please put me in touch with the person above you, because I am not at all satisfied
Regards,
*** ***

Dear Mr***,This is in response to your September 30, correspondence to the Revdex.com regarding your automobile policy. I appreciate the opportunity to respond to your concerns.Please accept my apology for your unfavorable service experience. We have the expectation
that all our representatives follow through with their commitments. Our records support you were advised of the storage coverage needed for your *** in the event of a comprehensive loss. In addition, we have a record of your April 30, follcall requesting the form be mailed to your mother’s house so you could sign and return it Iregret we did not follow through as requested. I notified the appropriate management in an effort to improve our service in the future.When a customer places a vehicle in storage, all coverage is removed with the exception of comprehensive coverage. Since the vehicle is not legal to drive without liability coverage, we require our customers to sign a storage form to confirm the vehicle will not be driven. Our process when the required form is not received is to add the liability coverage back to the vehicle When we did not receive the form a letter was mailed to your home address advising we were unable leave the coverage as requested, and the coverage was reverted to what you had prior to this change, meaning the comprehensive coverage was no longer included. At Liberty Mutual Insurance we make every effort to ensure that we are in a position to help our customer protect what they value most. As such, it would have been appropriate to add the liability coverage and continue to include the comprehensive coverage rather than reverting you to your previous coverage.I have spoken to our claims department and requested that the September 20, claim for your *** Grand Prix be reopened and reviewed with the new information in mind. A new claim has been opened for this vehicle under claim number ***. The decision to afford coverage will be reconsidered pending additional details obtained regarding the loss. If you have further questions about the claim you may contact your adjuster, *** *** at *** extension ***.Mr***, you are a valued customer and we appreciate that you have allowed us to provide for your insurance needs since If you have any further questions or concerns, please also feel free to contact me directly. I will be happy to assist you.Sincerely,*** ***llAssociate Customer Care Specialist, Customer Care UnitPersonal Insurance Distribution OperationsPhone: *** Fax: ***

Dear Ms***,
This is in response to your June 9, correspondence to the Revdex.com regarding your previous automobile policyI appreciate the opportunity to respond to your concerns
This policy initiated effective October 4, with an annual premium of $1,After
the down payment of $was received, your remaining balance due was adjusted to $1,You elected monthly Electronic Funds Transfer (EFT) billing as your preferred payment method and selected a withdrawal date of the 15thIf the 15th occurs on a weekend or holiday, it delays the processing until the next business dayThere were eleven monthly EFT payments scheduled in the amount of $to pay the premium balance in full ($1,divided by eleven), with the first EFT payment scheduled for November 17,
We received three payments of $117.25, totaling $351.75, and your balance due adjusted to $
However, the payment of $originally received January 19, was later returned unpaid on February 3, In addition, a $returned payment service charge was applied resulting in a revised balance due of $1,
We received a payment of $on February 18, 2009, which included the $past due amount from the prior bill and the $service charge, along with February’s payment of $However, this payment was also returned unpaid on March 4, 2009, and an additional $returned payment service charge was applied to your policyThe balance due adjusted to $1,
Due to the consecutive returned payments, a cancellation notice issued to you March 4, advising remittance of $was required prior to March 19, to avoid cancellationWhen payment was not received, this policy cancelled for non-payment of premium effective March 19, After cancellation, a final bill issued to you for $reflecting the balance due for coverage afforded through the March 19, cancellation date
Liberty Mutual uses a third party vendor, *** *** *** (***) to secure past due premium owed for cancelled policiesPolicyholders are referred to *** when their policy has cancelled and the final bill remains unpaid within days after the final bill due dateSince payment was not received, the remaining balance was referred to collections on May 4, The $balance remains due
You indicate in your correspondence that you cancelled your policy with Liberty Mutual and moved on to a different insurance companyOur records do not indicate we were contacted with your request to cancel this policy or that your contact information had changedIf you obtained coverage with another carrier prior to March 19, 2009, please send me a copy of your Declarations page by facsimile to ###-###-#### or by mailMy mailing address is:
*** ***
Liberty Mutual Insurance
** *** ***
***, AZ ***
Upon receipt, I will amend the cancellation date to reflect the inception date of your new policy and the balance due would be adjusted accordingly
Ms***, I enclosed a billing history for your reviewIf you have further questions or concerns, please feel free to contact me directlyI will be happy to assist you
Sincerely,
*** ***
Customer Care Specialist
Customer Care Unit
Personal Insurance Distribution Operations
Tele: ###-###-#### | Fax: ###-###-####
Enclosure

Dear Ms***, This is in response to your October 25, correspondence to the Revdex.comWe appreciate you taking the time to bring your concerns to our attention and regret you had an unfavorable experience.While you indicate you purchased a policy, there is no policy in effect
under your nameLiberty Mutual has stringent guidelines that prohibit the release of policy information to any unapproved partiesWith that said, I have located the policy you referenced and since you are not named insured or a listed operator, I responded to the named insured under separate cover. Ms***, thank you for contacting usIf you have further questions, please feel free to contact me directlyI will be happy to assist youSincerely,*** ***Associate Customer Care SpecialistCustomer Care UnitTel: ###-###-####

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 # ***
It is true you informed me of the option to rewrite the policy to a preferred risk. However, you did not communicate to me (again a lack of follow up on your part) that the policy had been rewritten. I did not know what the $was for that was refunded. Again, the consumer is left in the dark. In addition, the original cost that I incurred from your mistaken lack of communication to me was $1,300, leaving a shortfall of about $that I spent. This might not be much to Liberty Mutual, but it is a big deal for my family. In your response, you stated the following:"NFIP cancellation guidelines require a signed cancellation request by the insured along with a letter from the lender advising that flood insurance is no longer required due to the structure is no longer located in a SFHA for cancellation reason code The signed cancellation request and lender letter were not received until October 20, The policy renewal processed for the 2016-policy term on September 6, 2016."I conceed that the NFIP cancellation requirements were not met until October, following my conversation in July with a Liberty Mutual Representative who did not explain to me well enough the requirements. Do you assert that it was my responsibility to know the requirements when I made the request to cancel my policy? Or do you admit that Liberty Mutual should have explained to me those requirements, rather than letting months pass with no communication nor follow up?
Regards,
*** ***

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 # ***
Since you continue to be unreasonable in refusing to reinstate the *** alumni (NOT ASSOCIATION -SINCE THIS TERM DOES NOT APPLY) and allow the discount to be applied full term, I reject your self imposed policies to require a signed document when this was initially applied without a signature since the policy has not been renewed, non payment will terminate the policy for the last month. with the *** alumni (status which never changes and therefore need not be reconfirmed) reinstated the policy is paid in full.
Regards,
*** ***

This is in response complaint # *** was filed on 4/22/by *** ***The complaint was received 04/23/by the Presidential Service TeamI appreciate the opportunity to respond.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 andcoaching will be provided so we may improve our service in the future.The policy renewed on 09/11/with an annual premium of $3,Bills were emailed to the policy holderThe policyholder made the payments electronically.There were no payment made for the 10/02/billing dateThis put the policy in jeopardyThe policy did not cancel because the late payment was paid on 11/19/but the 11/02/payment was still outstanding.A bill was sent on 01/01/reflecting the outstanding past due and the current dueA non-pay notice was sent on 1/24/advising payment must be received by 02/13/or the policy will be cancelledThe policy was cancelled effectively on 02/13/because the outstanding balance had not been received.The prior balance was paid on 02/20/in paymentsNo other balance is outstanding at this timeUnfortunately, the policy does not meet the underwriting requirements for a reinstatement

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 # *** Regards,
*** ***

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 have contacted several insurance organizations as well as friends and family with automotive insurance and found none that experienced a similar rate increase The businesses excuse for the rate change in no way aligns with the data I would challenge them to provide evidence that every customer within a mile range experienced the exact same 25% rate increase. ]
Regards,
*** ***

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 # ***Please add your rejection comments below.
You actually just sent me almost the exact response as before I can provide you with a copy of the accident report if that would help you understand that the violation on Jan for *** ***, my husband, was due to an accident I'm sorry your having trouble understanding this We qualified for accident forgiveness prior to this accident, therefore the accident should be forgiven I will be reporting this advertising to the Federal Trade Commission You can solve this by reducing our insurance by $153.00.
Regards,
*** ***

[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.]
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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved. DO YOU HEAR THIS CLEARLY CANCEL EVERYTHING THAT ASSOC MY NAME WITH LIBERTY MUTUAL EVERYTHINGI HOPE I SAID THGAT CLEAR ENOUGH IT WAS A SCAM FROM THE START ALL YOUR CSR LIED TO ME LISTEN TO CALLS LIED IN MY FACE BUT THATS NIETHER HERE NOR THERE I WILL PAY FOR THE RENTERS POLICY THAT ONE TIME YOU HERE THAT ONE TIME BUT EVERYTHING CANCEL TODAY
Regards,
*** ***

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 # ***
The response asks me to pay insurance premiums for the period since March when I was not covered by a policy. A better solution would be to reinstate the same policy from the date I filed the complaint
Regards,
*** ***

It is acknowledged that when the auto policy was quoted and issued the account credit was in error as Mr*** indicated he planned to insure his rented apartment dwelling with us. We agreed to honor the erred quote for the first policy term and will correct this when the policy renews in 2016. It is also acknowledged that we only sought evidence for the highly educated worker discount from Mr***