GENTERA

We are submitting our response directly to the complainant

Claim was turned in on November by the agent for our insuredMr***'s name, phone number and address were not provided to us when the claim was turned inThe adjuster attempted to contact our insured multiple times by phone to get Mr***'s information and our insured's version of the
incidentWe were able to speak with our insured on December A message was left for Mr*** on December and again on December We did not speak with Mr*** until January 6. Mr***'s version of the loss is different than our insured's versionInvestigation is ongoing into coverage and liabilityWe hope to have coverage and liability resolved in the next few weeks as our insured provides us more details around the loss

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 don't agree with the company's response because I informed the representative that I wanted all $1,deductiblesIn addition, I received several quotes for the replacement/repairs to my roof and was told that it's not at the end of it's lifeI've been quoted to repair the roof with a promise that my roof would last a few years longer But, Liberty Mutual suggested replacing the roofWith that said, I don't believe this insurance company has it's customer's best interest at heartNow, my decision stands.]
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.
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.
Their story don't add up they told me they were issuing my money back in payments but I don't have that insurance no more so where's the money at you can't take my money and use it to your advantage my money should have been sent back to me and I do what I want it's like I'm paying additional money I don't have closer and then I was sent to collection without a final bill closer or nothing and I suppose to accept how you all treating a loyal customer so I don't know what you'll expected from my I reported this claim because I feel treated unfairly If you have any other questions or comments you can contact me thanks in advance 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. The business has said that a check has been mailed on occasions I have never received a check Please do not close this complaint until a check has been received.]
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.
I received a letter from the collection agency and they informed me that I owed for January and February I told them those payments came directly from my bank account. They asked me to send them copies of bank statements proving that I didI was told that info would be sent to Liberty Mutual. I did not hear back, so I called them the last week of July and they informed me that Liberty Mutual had them to close out the account I took this as I did not owe them any thing else. Then all of a sudden I am getting phone calls from another collection agency now say I owe for March and April. I cancelled in April and Liberty took a payment on April 4, now Liberty Mutual is talking about the payments they are asking for has to do with being part of a cancellation policy. I still say they are lying and we spoke to one of their representatives in April and told them we plan to change carriers and they said we had the right to do that and did not mention ay of the bull they put in their response. I want further investigation done on this company, because they had a class action suit against them last year for writing claims
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 still reject your answers. That's fine if you changed the date of motorcycle to cancel but why are you charging me $to do itThis is according to one of the many people we spoke with on the phone that the motorcycle has a balance of $80. How if I don't have coverage and why when I never cancelled. It got cancelled when I called on Sept20th to find out about a letter I received from Liberty dated Sept 6th. I received letter on the 20th. It was sent to some address in GA. where did that come from? Every month my bank statement showed the same deductions for payments of all policiesIt did not change until Sept's statement which more than doubled. I get that it would change when we bought the new truck but not to the extent that it went to. I also have proof of the cancellation date from Liberty of Nov 16th and the bank statement to prove that on the 22nd more money was deducted from my account. Liberty Mutual needs to dismiss the last bill totally. I have been screwed and robbed.
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.
The person with whom I last spoke stated that previous discussions were deleted Liberty should not be allowed to take advantage of their own deletion of evidence tending to prove my claim.They could at the very least maintain the discounts they offer until ***'s 20th birthday as compensation They have offered nothing more than what they offered before I filed my complaint: they offered for her to take the course at our expense and at the expense of her time which we both have already done at much greater expense of monies and time based solely on their recommendation
Regards,
*** ***

Due to the sensitive nature of financial information and policy documents needed for our response, we will respond directly to the customer in writing

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,
*** ***

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.
Of all the years that I have been a customer of Liberty Mutual, this is the first time I am hearing about a penalty I have never been told by an agent or aware of a short rate fee With the amount of money that is being billed that is something that Liberty Mutual should make sure the customer is aware of For about days of coverage, I am being charged over 22% of the premium
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 belowRegards,
*** *

Dear Ms***, This is in response to your correspondence received through the Revdex.com on June 20, regarding your automobile policy. I am truly sorry we have lost you as a customer and appreciate the opportunity to respond. Please accept my apology for any
miscommunication that occurred concerning the amount due after cancellation This policy initiated May 5, and subsequently renewed each year, most recently May 5, with an annual premium of $2, You had selected our Electronic Funds Transfer (EFT) option as your preferred payment method, which you kept in place throughout the life of the policyThere are twelve EFT payments (one per month) for each policy termYou elected to make payments on the 30th of each monthIf the 30th falls on a weekend or holiday, the payment is processed the following business day. Your payments were scheduled in the amount of $($2,divided by twelve, with the final payment reduced by a few cents) to pay the annual premium in full with the first payment scheduled June 1, Based on your May 5, renewal date, we received ten payments of $($1,771.70). However, you elected to cancel this policy on March 25, 2016, twenty-one days later than the ten month period. Since you only made ten monthly payments, this means you still owe $on the policy for the additional twenty-one days, which includes a $bill fee(Note that we calculate the premium based on each day your policy was in effect, some months are longer than others and there is rounding involved to arrive at the final calculation.) Liberty Mutual uses a third party vendor, *** *** Services (***) 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 September 29, 2015. For your reference, I am enclosing a copy of the billing history for your reviewThis $balance remains due As long as the balance owed is paid or resolved with us directly or with *** on our behalf, your credit will not be affected Regarding your homeowner policy, this policy was paid in full on May 20, 2015; therefore, there was a refund of all unearned premiumMs***, 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 able to provide the clarity you were looking forIf you have any further questions or feedback to share, please do not hesitate to reach out to me directly at any timeI will be more than happy to assist youSincerely, *** * ***
Associate Customer Care Specialist Customer Care Unit Personal Insurance Distributions Operations Tele: *** Fax: *** 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 # ***Please add your rejection comments below.
I have repeatedly stated in the numerous voice mail messages I have left that I obtained a signed statement from the insured driver at the scene of the accident accepting full responsibility for the accident, and I have offered on numerous occasions to forward a copy of this statement to Liberty Mutual to assist in expediting their investigationAs stated in my original complaint, and from the time I made this complaint until now, I have not been called back or contacted in any way by anyone from Liberty Mutual to obtain a copy of this statement, to answer any of my questions and concerns or to provide any update as to the status of the claim.While I can not confirm or deny *** *** assertion of the attempts to reach their insured, I can state that, out of frustration and desperation, I reached out directly to the insured yesterday, 10/1/The employee of the insured company which handles these matters told me that both she and the owner of the company have made numerous attempts, like myself, to contact *** at Liberty Mutual and have been equally unsuccessful and frustrated by the lack of action and responseI called the company, was placed on a brief hold, spoke to the employee and was told I'd receive a call back with more informationI was called back within an hour to notify me of the additional actions they had takenWith such a quick response I find it difficult to believe that Liberty Mutual has made the attempts *** *** speaks of without success, and I place greater credibility with their client's claims of inaction and lack of communication given how similar their experience sounds to mineI found this company to be equally as interested as I am in bringing a resolution to this situation.My desired resolution to this complaint, again, is simply to be provided with a rental car so I can resume my daily activities while Liberty Mutual carries through with their processesI can be forgiving of the amount of time it may take to repair my car and bring this matter to a close if I am simply provided a means of transportation while the matter is pendingI am again asking to be provided with a rental car immediately, and I again offer to send a copy of their insured's signed statement accepting responsibility for the accident as evidence to establish liability so my request can be granted
Regards,
*** ***

This is in response to your November 27, correspondence to the Revdex.comI am truly sorry for your unfavorable experienceI appreciate the opportunity to respond and hope to provide the clarity you are looking for The Motorcycle policy was reinstated in order to cancel
back to the policy effective date of 06/06/17. This completely negated any balance you may have received a bill forThat policy was for a *** *** *** *** The Motorhome policy was paid ahead and a credit was sent back to the same account the Electronic Funds Transfer was taken from The outstanding balance of occurred when you changed the vehicles on the policy from a *** *** to the *** ***That increased the premium for policy in effect at that timeThe premium for that coverage would have been calculated over the rest of the policy periodThe policy was subsequently rewritten to a newer rating platform which lowered you total annual premiumThis caused a rollover amount from the previous policy to the new policyYou cancelled the new policy effective 11/16/So the outstanding balance is from 11/8/to 11/16/in addition to the previous balance for coverage

Ms***,We will remove your name and address from our mailing lists. If the mailing was addressed to a different name we would also need that persons name to remove from them from the list as well. You may contact us with this information at ***.Thank you,*** ***

RE: Personal Automobile Policy: *** LM-General Insurance Corporation/ NAIC: ***
Dear Mr***,
This is in response to your May 29, correspondence to the Revdex.com regarding your automobile policyI
appreciate the opportunity to respond to your concerns
This policy initiated effective May 28, and renewed May 28, At the policy inception, you selected monthly Electronic Funds Transfer (EFT) as your preferred payment method which continued upon renewal
You contacted our customer service department April 1, and requested cancellation of this policy effective March 26, A $refund issued to your bank account April 1, for the unearned premium based on the March 26, cancellation date
However, you contacted our customer service department again that same day and indicated you previously provided the incorrect cancellation date and instead requested cancellation of this policy effective March 28, We reinstated this policy and processed the cancellation again effective March 28, as you requested
After the cancellation date was amended, there was additional premium due for the time period we provided coverage from March 26, through the March 28, revised cancellation dateTherefore, an $bill issued to you (by email and postal mail) April 3, due April 23, reflecting premium due for coverage providedAn email issued to you April 22, 2015, April 24, and April 27, advising you to remit payment to avoid collection activityNo payment was remitted and the $balance was referred to collections May 13, A billing history is enclosed for your review
Liberty Mutual Insurance uses a third party vendor, Credit Collection Services (C.C.S.), to secure past due premium owed for cancelled policiesPolicyholders are referred to C.C.Swhen their policy has cancelled and the balance is not paid within days after the final bill due date
An $payment was received May 29, C.C.Swas notified of the adjustment and collection activity ceasedThere was no adverse credit reporting as a result of the previous collection activity
Our system is programmed to electronically send policy information to the Department of Motor Vehicles (DMV) to confirm active insuranceThis was completed at the policy inceptionIn addition, confirmation of the March 28, cancellation date was filed electronically
Mr***, we regret your decision to cancel this policyIf 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: ***
Enclosure

*** Case # *** Policy Number: *** Policyholder Name: *** *** *** *** Underwriting Company: *** *** *** *** (***) NAIC #: *** Insured stated that this account was bound in error and should have never been
issued. Per email sent to us by our agent (*** ***), it appears that *** *** requested for this account to be bound on September 17, for a premium of $*** ***Underwriting Manager

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 # ***
Tried to upload bank statement twice showing payment clearedI will send directly to *** ***.
Regards,
*** ***