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June 18, 2015Revdex.com serving Eastern Massachusetts, Maine, Rhode Island and VermontRE: Complaint #: *** Automobile Policy Home State County Mutual: *** ***Dear Revdex.com:Thank
you for your correspondence of June 17, regarding Complaint # ***The inception date of this Automobile policy was May 9, 2011. On August 7, we contacted the insured’s agent to inquire if the daughter listed on the policy as having a permit should be amended from a non-rated driver to a rated driver as she was years oldOn August 15, the insured advised us that his daughter was away at school and returns to visit during the summer and winterWe advised the insured that his daughter is considered a household member and that we will exclude her on the policyOur rating rules state that drivers who must be rated or excluded include youthful operators who are resident students at a school, college, or educational institutionOn August 15, we also sent the insured via email anExclusion of Named Driver form which he signed and returned to us. On August 17, we amended the policy to exclude the insured’s daughter effective August 15, and mailed a copy of the endorsed declaration pages to the customerThe endorsed declaration pages list the daughter as a Named Excluded Driver and state “This policy includes a named driver exclusion surcharge for the excluded driver(s) listed.” This statement and listing of the daughter as an excluded driver are also included in the renewal declaration pages sent to the insured on September 7, and theendorsed declaration pages sent to the insured effective February 2, 2015; March 17, 2015; March 27, 2015; and April 14, On June 7, this policy was canceled at the insured’s request effective June 4, We are unable to refund earned premium for coverage provided.Please feel free to contact me directly if we can provide any additional assistance.Sincerely,*** ***, CPCUCompliance AnalystPhone: ###-###-####Email: ***

Dear Ms
**,This is in response to your
October 22, correspondence to the Revdex.com regarding your
automobile policy. I appreciate the
opportunity to respond to your concerns.Please accept my apology for your
service experience. We expect all of
our
representatives to provide accurate information and to be responsive to our
customers’ needs. I regret that we did
not deliver on this expectation in this case. I have provided feedback to the appropriate management in an effort to improve
our service in the future.On June 29, our service
representative completed the change you requested to remove the Liberty Mutual Deductible
Fund coverage from your policy effective June 30, 2015. This change was completed promptly and was
unrelated to the issue you experienced with the RightTrack program. However, on October 20, we completed an
administrative change to update the agent information on the policy. It was this transaction, not any change
completed by your agent, which inadvertently caused the RightTrack program to
be ended prematurely As a
result of our processing error we are updating your policy with the 29%
discount that you were trending toward at the time of our error. A Declarations page outlining the updated
premium will issue to you under separate cover. Please allow approximately one to two weeks for this change to process. You will not be required to restart the
day review period for the RightTrack program. Furthermore, you will be receiving new devices followed by return
envelopes. Please return the devices
back to us either as return to sender, or when return envelopes are sent separately. Either method is acceptable; however, return
envelopes may take a few weeks to issue to you. Ms
**, you are a valued customer and we appreciate that you have allowed us to
provide for your insurance needsIf you have any further questions, please
contact me directlyI will be happy to assist.Sincerely,*** ***Associate Customer Care Specialist, Customer Care Unit Personal Insurance Distribution Operations Phone: *** Fax: ***

Revdex.com of Eastern MA, ME, RI & VT Donald Lynch Boulevard, Suite Marlborough, MA 01752- Re: Complaint #: ***Company, NAIC #: *** Underwriters Insurance Company NAIC *** To Whom It May Concern, Thank
you for your letter dated August 1, regarding the RightTrack discount applied to Mr***’s auto policy As stated on the Liberty Mutual website, the RightTrack discount saves customers 5-30% based on their driving habitsThe initial RightTrack discount in New Jersey is 10% to better align with driving habits in the stateHowever, the final savings are still within the 5-30% range As stated in the RightTrack terms and conditions, the policy premium may be adjusted based on data collected during the review periodIn New Jersey this means the final discount could be less than the initial discount based on the data collected during the review periodThe RightTrack discount is not considered a feeWhile the final RightTrack discount on Mr***’s auto policy was reduced to 5% based on the data collected, he still receives a savings due to his participation in the program I hope this information provides clarity regarding our decisionIf you have any questions or need any additional information, please feel free to contact Liberty Mutual at *** Sincerely, *** *** SrCompliance Analyst

RE: Personal Automobile Policy: *** LM General Insurance Company/NAIC: *** Dear Ms***,This is in response to your June 20, correspondence to the
Revdex.com regarding your automobile policyI appreciate the opportunity to replyUnfortunately, we had not received any prior request for cancellation, even though you indicate you contacted us by telephone and in writing. I have cancelled the policy effective January 24, 2017. There will be a $credit due to you. Please allow 6-days for receipt of that refund. Credit Collection Services was notified of this adjustment and there has been no adverse credit reporting as a result of the prior collection activity.Ms***, thank you for reaching out. If you have further questions or concerns, please contact me directly. I will be happy to assist you.Sincerely,*** ***Associate Customer Care SpecialistCustomer Care Unit** *** ** ***

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 I would like to take them up on the offer to amend the policy to the correct start date of 11/2/to match the lease contract date I apologize for being so adamant I believe this is totally necessary, and the complaint should stick However I am forgiving because of Christmas and I used a foul tone back at the phone reps Please understand it was/is nothing personal at all I personally if you check public record was denied a renters insurance claim with *** over start date of coverage In this with *** I presented the annotated code of Maryland that you are referencing to: 1)***, 2)*** 3)*** *** *** *** 4)***, MD civil suite against *** the court transcripts clearly show I submit the 30, and certified mail clauses as well However, it was deemed to not apply I saved similar emails, Revdex.com complaints, written envelopes, record audio, video, call logs, other hundreds of similar denials where the day clause cause people claim rights All swept it under the rug and continue to do the same pitch as here for all carriers, standard practice However, it did no good Look it up on MD case search II forever here/meet with attorneys who are all pushing for a fix to this Also legislation I am purposing currently with friends from my societies will also include, standard access to call center internal notes, emailed/paper receipts after each call Your companies antics have caused this to come down on telephony MORE FEDERAL OVERSIGHT PLEASE ON TELEPHONY ESPECIALLY IS NEEDED Thank you again, will be sending contract and then change to match accurately Like it would of been if your phone reps slowed down and were accurate from the start before the Revdex.com was involved sheeesh, this could of been a minute ordeal, but you chose to dig in and stretch out man hours for all parties to finally offer the correction I still would like an apology i
Regards,
*** ***

RE: Unsolicited Email Communications Dear Ms***, This is in response to your July 9, correspondence to the Revdex.com regarding the unsolicited emails you are receiving. Please accept my apology you have continued to receive unwanted communications. I
appreciate the opportunity to respond.Typically, our emails inform recipients how to opt out of receiving future emails by using the unsubscribe link. Since you indicated that problems with this link, I submitted a separate request to remove your name from our email mailing lists. It may take up to two months for you to stop receiving mail; however, email addresses are typically removed within ten business days. In the unlikely event you receive future emails after this timeframe, please contact me directly so I may further determine the source of the emails and ensure they are discontinued as promptly as possible. Ms***, we regret the inconvenience this matter has caused. If you have additional questions or concerns, please also feel free to contact me directly. I will be happy to assist you.Sincerely,*** ***Associate Customer Care SpecialistCustomer Care UnitT: *** ** ***

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.
***,Are you telling me that I cannot speak to someone above you because copies of my complaint have been sent to others? I don't care if copies were sent, I want to speak to someone above you. I am not happy with your handling of the situation! In response to your response on rate comparisonNo other insurance company even gave me your previous $129/mo rate so don't tell me your rates are based on anything other than your company's way of dumping clients and I believe that is unlawful. No one in their right mind would pay an over $6,premium on a car that was worth $13,new! I did not receive proper notification! I would have never agreed to a monthly rate increase from $129/mo to $518.75/mo. That is insane! You took advantage of someone on auto payments! I wonder how many others have been ripped off that way because they made the mistake of trusting you! I had been with your company >yrs! I always paid my bills on time... did not have a history of violations or accidents and the first violation that I have you hike my rate up so high so instead of actually dumping meyou make it impossible for me to keep this insurance! This practice is shady and underhanded to say the least! I would be interested in seeing if a class action suit is in order! I have also reported you to the state. Now I have informed you multiple times that I have changed insurance companies starting 6-28-and my new insurance company has notified you. You took another $out on 6-13-2016, I am still waiting for my refund check for that overpayment! I reiterateI want to speak to someone above you. I am still very angry with Liberty Mutual!
Regards,
*** ***

Dear Sir or Madam, Please allow this to serve as a response to the complaint # *** that was filed by Ms*** ***. Please be advised that Ms*** is not a customer of Liberty Mutual / Helmsman Management Services. Liberty Mutual / Helmsman Management Services is a
claims administrator for *** Brands Inc. Ms*** is making a general liability claim against our customer, *** Brands, Inc. We are currently investigating Ms***'s claim and our obligation is to our customer, *** Brands Incto properly investigate the claim and only pay the claims that our customer is legally liable for.Please contact the undersigned with any additional questions you may have.Sincerely, *** ***Team ManagerCommercial Insurance / Field OperationsLiberty Mutual Insurance / Helmsman Management ServicesDirect dial ###-###-#### or ###-###-####, ext*** ***@libertymutual.com

Dear Ms***, This is in response to your November 9, correspondence to the Revdex.com. Although we have addressed this concern through the Illinois Department of Insurance, I am happy to address you concerns further here in the hopes of providing you with the clarity
you are looking for.First, I would first like to provide a little backgroundYour auto policy initiated effective September 5, with you as the only named insuredYou spoke with us on March 3, and indicated you married Mr*** ***We added Mr*** as a listed operator and added a Honda to the policy at your request effective March 4, In a separate transaction effective the same date, we also added Mr*** as second named insured per your requestA couple of months later, we updated your last name to *** effective May 10, per your requestOnce you are co-named insured, either named insured can make changes and you are equal owners of the policy.This policy subsequently renewed each year, most recently September 5, Our records indicate that Mr*** contacted us on September 17, and requested a quote for a separate policy since he had initiated divorce proceedingsWe offered to write him his own policyHowever, he declined the policy offered by Liberty Mutual and advised he would continue shoppingWe assured Mr*** that you would not remove him involuntarily from the policy until he confirmed alternate coverage was secured.On October 6, 2015, you contacted Liberty Mutual to remove Mr***We offered to rewrite a separate policy as we could not involuntarily remove him from the existing policyHowever, you declined our offerOur records do not support the allegation that we advised you to let the policy lapse as a way to remove Mr*** from the policyWhen bills issued February 5, and March 7, remained unpaid, a cancellation notice issued to both you and Mr***, joint policyholders, March 30, requiring a minimum payment of $prior to April 14, to prevent cancellationNo payment was received and this policy cancelled for non-payment of premium effective April 14, After cancellation, a $prorated credit applied to the policy balance for the unearned premium and a final $bill issued to you April 20, due May 10, for coverage provided until the cancellation datePayment was remitted June 10, 2016.Mr*** contacted us July 12, to advise alternate insurance was secured effective September 17, We advised we would need evidence of the insurance coverage in order to backdate a transaction, which was received July 13, On July 14, 2016, the cancellation date was amended to September 17, and the mailing address updatedI regret the representative who processed this change did not recognize that the proof of insurance only confirmed coverage for the HondaInstead of cancelling the policy, a retroactive amendment should have been made to remove the Honda effective September 17, and adjust the policy balance accordinglyThe cancellation should have remained effective April 14, 2016.However, since the cancellation date was amended, a $refund check issued to both named insured on July 22, The refund check issued to the address Mr*** previously providedAn email notification was also issued to your email address confirming the issuance of the refundWe were contacted by you on the same day the refund notification issuedYou did not indicate any concern with the amendment of the cancellation date; however, asked that the refund check be redirected to your Illinois addressA stop payment was placed on the initial refund checkOn July 25, 2016, the policy was reinstated to amend the address and re-cancelled effective September 17, On July 26, 2016, the $refund check reissued to your mailing address in Illinois.On August 11, 2016, you contacted us to check the status of the refundWe confirmed it had been mailed to the Illinois addressWe later determined the second refund check was cashed on August 12, You expressed concern that Mr*** still received and cashed the refund after it reissuedWe explained that our refund checks are issued to both named insured and that either individual may cash or deposit the checkIf Mr*** left a forwarding address with the post office, it would explain why he still received the reissued checkWe advised you that if Mr*** cashed the check, the problem would have to be resolved between the two of you, independent of our involvementYou did not initially dispute the amended cancellation date until you were advised we could not reissue the $refund check since it had already been cashed. We reviewed this with you in subsequent discussions and offered to amend the policy to continue coverage for the ***While we initiated the process of amending the policy, you later decided to leave the cancellation date at September 17, since there would be additional premium owed for any coverage provided beyond this date.Although we regret your unfavorable experience, and acknowledge the error with the backdated cancellation, any refund checks issued after a joint policy is cancelled are issued to both named insuredWith respect to your concern with the lapse in insurance affecting your ability to secure alternate coverage, you previously advised us that alternate coverage was secured on May 14, and declined our offer to amend the cancellation date to correspond with this dateIf you want to amend the cancellation date to April 14, 2016, you will be billed for coverage provided for the *** from September 17, through April 14, We would not be able to waive any balance owed as it would accurately reflect the premium due for coverage afforded.Ms***, thank you for your additional inquiryOur position remains unchanged and we recommend you pursue resolution with Mr*** directly as this is a domestic disputeWe wish you well in your future endeavors.Sincerely,*** ***Associate Customer Care SpecialistCustomer Care Unit*** *** *** ***

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 am still waiting for a phone call I know that she is reciting the policy language, my major issue from the start of this issue, as well as currently Is the issue of the misrepresentation of the sales representative assuring me that I had these endorsement on my current policy He quoted off another quote that I had from a competitive company, and on multiple queries assured me it was the same coverage, and that indeed the OEM parts would be utilized It wasn't until this accident that I discovered that this was not the case, and that my rental coverage had been removed If this is the way you do business then I have no intention to continue to be a customer of Liberty mutual, and will indeed proceed to seek another company who actually honors what they say, and represent themselves as with the advertising.
Regards,
*** ***

June 26, 2015Revdex.com serving Eastern Massachusetts, Maine, Rhode Island and VermontRE: Complaint #: *** Automobile Policy Home State County Mutual: *** ***Dear Revdex.com:Thank you for your follcorrespondence of June 19, regarding Complaint # ***We have reviewed the Automobile policy and validated that the premium amount iscorrectOn June 11, a payment in the amount of $was received for this policy via payroll deduction for outstanding premium dueThere is no refund due to the insured.As stated in our reply of June 18, 2015, we amended this Automobile policy on August 17, to exclude the insured’s daughter effective August 15, and mailed a copy of the endorsed declaration pages to the customerThe endorsed declaration pages list the daughter as a Named Excluded Driver and state “This policy includes a named driver exclusionsurcharge for the excluded driver(s) listed.” This statement and listing of the daughter as an excluded driver are also included in the renewal declaration pages sent to the insured on September 7, and the endorsed declaration pages sent to the insured effective February 2, 2015; March 17, 2015; March 27, 2015; and April 14, We are unable to refund earned premium for coverage provided.On October 22, the insured contacted us regarding the change in premium for this policyAs the excluded driver change had already been endorsed onto the 2013-period and we had sent the insured renewal notice for the 2014-period, our representative advised the insured that the difference in premium between the two periods was the result of astatewide increaseOn March 27, the insured contacted us regarding the annual premium for the policy and our representative reviewed the policy with him. Please feel free to contact me directly if we can provide any additional assistance.Sincerely,*** *** CPCUCompliance Analyst

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.
Regards,
*** ***

While we understand that the consumer disagrees with our position on this matter, they have not provided any additional/new information in their rebuttal. At this time our position remains the same and we would ask that you close this fileShould the consumer submit new information regarding this dispute, we will be happy to review and respondThank You, ***

Dear Ms***, This is in response to your correspondence received through the Revdex.com on June 21, regarding your automobile policy. I attempted to contact you by telephone and email and I appreciate the opportunity to respond. This policy initiated online
February 19, with an effective date of February 20, 2016. The application was signed February 19, 2016. Our records indicate you printed documentation February 26, and emailed us a request to *** in order to have Identification Cards emailed to you on March 20, 2016. This policy cancelled effective April 28, for non-payment of premium following unpaid bills issued February 22, and March 21, and an unpaid cancellation notice issued April 13, due prior to April 28, 2016. After cancellation, a final $bill issued to you on May 4, due May 24, 2016. Liberty Mutual uses a third party vendor, *** *** *** *** to secure past due premium owed for cancelled policies. Policyholders are referred to ***when their policy has cancelled and the final bill remains unpaid. Since this balance remained unpaid, it was referred to collections on June 13, 2016. You indicated that you had requested your policy be cancelled. I regret we have no record of receiving a request to cancel this policy prior to this correspondence. I attempted to contact you by telephone but was unsuccessful. In addition, I emailed you June 23, requesting the effective date you wished to cancel this policy, but did not receive a response that included a date. Once I receive information regarding the date your new policy started, I will be happy to amend the cancellation of our policy to reflect the effective date of your new policy and the balance due would be adjusted accordingly. You may contact me directly at *** between the hours of 11:a.mand 7:p.mMonday through Friday or by email at ***
Ms***, thank you again for reaching out with your request. If you have further questions or concerns, please contact me directly. I will be happy to assist you. Sincerely, *** * ***Associate Customer Care SpecialistCustomer Care UnitPersonal Insurance Distributions OperationsTele: ***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 # ***
Regards,
*** ***

Re:Complaint #: *** *** *** *** *** *** ***
To Whom It May Concern: This is in response to the June 15, 2016, Revdex.com Complaint from Ms*** ***. Due to the sensitivity and confidentiality of the response materials, we are sending Ms*** a separate response that we believe will address her concerns regarding the forthcoming refund Thank you for the opportunity to address this concern Sincerely, *** *** Senior Compliance Analyst

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.
Ref: Liberty Mutual Group *** *** *** *** ***
*** ** ***To whom it may concern :I am sending this reply in response to Liberty Mutual Insurance groupIf the initial inspection of the policy offered by Liberty Mutual had in fact, identified the list of defects, mentioned in it's reponse to my complaint, the area of the home in question would have previously been declared structurally unsoundBut to the contrary, the policy was accepted by the insurance companyThe company is clearly in contradiction of it's own declarationsThis is obviously done to avoid claims by it's customers I do not submit to any of the insurance company's rhetoric inwhich they've addressed this complaint. Sincerely, *** *** ***d90@***.com
Regards,
*** ***

We've received complaint number ***, after reviewing this complaint it seems as if a duplicate may have been filed. Please feel free to reach out if you have further questions. *** *** *** ***
*** *** *** *** ** ***
*** ***
*** ***
*** *** ***

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.
Even with what you said (higher cost for everything), there is no justification to increase at such a high rate (15%-20%) for a custom with only one not-at-fault claims in the last five yearsWill shop around
Regards,
*** ***

This is in response Complaint # *** that was filed on 3/22/by *** ***The complaint was received 3/23/by the Presidential Service Team.I would like to cover some background for your policy balanceThe policy was set up on Electronic Funds Transfer from your checking account.The
last payment for the previous policy period request was sent to your financial institution on December 05, The payment was returned on December 21, There is a $returned payment charge that was appliedCreating an amount due of $42.50.This balance of $was transferred to the renewal policyThe first payment for the policy period 01/05/18-01/05/would have been $60.92.On January 27, a cancellation was processed, per your request, ending coverage as of January 27, The coverage for your Tenant's policy was provided to January 27, This left an balance of $for the coverage provided.An email reminder issued January 29, requesting payment remittance to avoid collection activity by February 18, 2018. As we did not receive your final payment by the 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.In summary, we appreciate you notifying us of your concern as we want you to be happy with the service we provideWhile we have measures in place to prevent a referral to collections such as the final bill and email reminder issued, we also expect our representatives to set the appropriate expectations regarding the final balance due when a policy is cancelledWe regret we did not offer to take a payment at the time of the cancellationThis will be addressed with the representative involved.We are sorry to have lost you as a customer