GENTERA

April 15,
Revdex.com serving Eastern Massachusetts, Maine, Rhode Island and Vermont
RE: Complaint #: ***
Homeowner’s Policy
Liberty Insurance Corporation: NAIC ***
To Whom It May Concern:
Thank you for sending your inquiry regarding the above referenced policyOur records (proof of mailing) shows that the cancellation notice was sent to the insureds’ listed address on February 11,
I hope this information provides clarity regarding our decision and the premium refund
Sincerely,
*** *** **Compliance Analyst

Dear Mr***, This is in response to your correspondence received through the Revdex.com on May 24, regarding the unsolicited emails you are receiving. Please accept my apology you have continued to receive communications following your request to unsubscribe. I
appreciate the opportunity to respondI have requested your information be removed from our mailing and email lists. In the unlikely event you receive further emails, please contact me directly so I may further determine the source of the emails and ensure they are discontinued as promptly as possibleMr***, we regret the inconvenience this matter has causedIf you have additional questions or concerns, please also feel free to contact me directly. I will be happy to assist youSincerely, *** * *** Associate Customer Care Specialist Customer Care Unit Personal Insurance Distributions Operations Tele: *** Fax: ***

My major complaint is that your Sales Rep told me that the OEM parts would be used, I specifically asked this question at the time of the last revision, and was assured that if I wanted OEM parts that they would be used, since is comment is that we as a company do the right thing I have also never been offered the Rental Rider, but in my opinion it was removed to meet a price from another company, just as the OEM issue. 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: Personal Automobile Policy: *** (Snowmobile) Personal Automobile Policy: *** (ATV)American States Preferred Insurance Company/NAIC: ***Dear Mr***,This is in response to your March 9, correspondence to the Revdex.com regarding
your snowmobile policyI appreciate the opportunity to replyPlease accept my apology for the delay in processing your cancellationOur goal is to provide exceptional serviceI regret that in this instance we did not follow throughWe will review what we could have done differently to ensure a positive experience.The snowmobile policy initiated August 5, and is currently being cancelled effective the renewal date, August 5, at your request. Since the policy remained active with no payment, the policy cancelled for non-payment of premium and the amount due was forwarded to collections on February 27, Once the cancellation is processed, *** *** *** will be notified that this policy reflects a zero balanceThere was no adverse credit reporting as a result of the prior collection activity.Additionally, the cancellation of the policy insuring your All-Terrain Vehicles (ATV) was delayed as we did not previously receive your acknowledgment that the policy would be cancelled without refundPlease contact me directly at *** or at the telephone number below to provide this acknowledgment so that I may finalize the request to cancel the ATV policy effective August 23, 2016, per your original request, which corresponds with the date you obtained new coverage.Mr***, thank you for reaching outWe are sorry to have lost you as a customerIf you have any further questions or concerns, please contact me and I will be happy to assist youSincerely,*** ***Associate Customer Care SpecialistCustomer Care UnitPhone: ###-###-#### 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 response from Liberty Mutual was 100% USELESS I am still unable to electronically sign the required documents, I STILL have not been sent properly updated documentsNO ONE has contacted me directly to get this resolved! This company could care less about resolving this issue which should have been escalated to a higher power within this company You like everyone else I have dealt with so far is NOT competent enough to resolve this and we need someone on this who is!
Regards,
*** ***

RE: Revdex.com Complainant No.: ***
Automobile Policy
America States Insurance Company: *** ***
To Whom It May Concern:
This is in response to the Revdex.com complaint dated July 6, regarding the additional premium on the complainant’s automobile insurance
policy to cover the change in risk and add her daughter as a driver
We added the daughter to the policy as a result of an accident on January 23, in which the daughter was operating her mother’s *** *** vehicleOur investigation revealed that the daughter was a licensed primary operator of the vehicle and the vehicle was garaged and registered to our insured at a ***, NY address
Further investigation revealed the address we had listed on the policy for the insured’s primary residence and garaging of the three insured vehicles was a Post Office Box and not a legal addressWe notified the insureds agency of the intent to revise the policy address effective April 1, to the ***, NY locationOn April 28, the complainant provided the agency with proof of registration for the three vehicles on the policy showing an address location of *** *** NYWe amended the policy effective April 28, with the new addressWe did not backdate this amendment to April 1, as we did not have proof back that the vehicles were registered and garaged at this location effective this date
Upon receipt of a signed Loss Policy Release or proof of replaced automobile insurance coverage, we will revise the cancellation date of June 29, to June 19,
Thank you for the opportunity to address this concern,
*** ***Compliance Analyst II

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 not received my refund moneyI have no proof you have issued any refund other than your statement, and after being repeatedly lied to by your company, I will believe it when I see it and the check is cashedFurthermore, you could have sent the funds directly to my bankA check is a further inconvenience to my family and I.
Regards,
*** ***

Dear Mr***, This is in response to your August 11, correspondence to the Revdex.com. Please accept my apology for any confusion due to my prior response.The examples I provided with my last correspondence were not intended to be specific to your situation but rather to
explain that your policy contract stipulates that we may elect to nonrenew your policy. As confirmed by the letter issued to you on July 28, your driving record and/or loss history factored into this decisionWe understand that there were no new violations since you became a Liberty Mutual customer. However, prior incidents and your February 6, accident along with other underwriting criteria were factors in this decisionMr***, I regret that my response could not be more favorable. If you have any further questions, concerns or feedback to share, please feel free to contact me directly. I will be happy to assist youSincerely, *** * ***Associate Customer Care SpecialistCustomer Care UnitPhone: *** 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 # ***.
Dear ***,Thank you for your response to our complaint about *** Mutual drawing our money from our account without our permission after we cancelled the policy with *** Mutual While our position on this has not changed, I hope you will consider looking at the situation again to confirm that we had not already paid for the month in question during the year after the automatic payments were begun We paid each month, an additional amount divided by the months to make up for the shortfall while the changeover from paper to computer was taking place The December payment was to the last installment prior to the switch So from January through December the payment would move from $( our new rate ) to $ per month to make up for the shortfall Thus taking care of the lost payment This was discussed with *** *** who said on the phone that "the numbers add up" but it still does not explain why the computer is saying there is a shortfall The paperwork you have sent us in the mail says the payment was $which makes no sense at all Your statement that there was a "miscommunication" is not correct The email sent Ms *** states clearly that we owe nothing more That is clear communication *** *** *** ***
Regards,
*** ***

RE: Personal Automobile Policy: ***
LM-General Insurance Company/NAIC: ***
Dear Mr***,
This is in response to your November 2, additional correspondence to the Revdex.com regarding your automobile policyI appreciate the opportunity to further respondI attempted to contact you by telephone; however, I was unsuccessful reaching you
In your correspondence, you mention alternate coverage was secured prior to the August 11, cancellation dateLiberty Mutual Insurance was not previously notified of this changePlease submit a copy of your new carrier’s Declarations page so we may amend the cancellation date to reflect the inception date of your new policyThe balance due would be adjusted accordinglyYou may submit this documentation via facsimile or provide it by email attachmentMy fax number and email address are listed below
Mr***, if you have any further questions or concerns, please contact me directlyI will be happy to assist you
Sincerely,
*** ***
Customer Care Specialist
Customer Care Unit
Personal Insurance Distribution Operations
Phone: *** Fax: ***
***

RE: Revdex.com Complainant No.: ***Automobile PolicyAmerica States Insurance Company: *** ***To Whom It May Concern:This is in response to the Revdex.com rebuttal complaint dated July 9, regarding the additional premium onthe complainant’s automobile insurance policy to cover the change in risk, the addition of her daughter as a driver andportions of the claim that insured states were not paid.We added the daughter to the policy as a result of an accident on January 23, in which the daughter was operating hermother’s *** *** vehicleOur investigation revealed that the daughter was a licensed primary operator of thevehicle and the vehicle was garaged and registered to our insured at a ***, NY addressThe rebuttal letter did notprovide any new information that would cause us to reconsider our position.The complainant’s disagreement with our claims investigation findings and the denial of any coverage for the claim submittedfor her vehicle is notedOur coverage position is premised upon our investigation, presently known facts and the terms of thepolicyIn the absence of any new evidence to the contrary, we maintain our position and we consider this matter closed andwill only respond if new evidence is presented.Thank you for the opportunity to address this concern,Compliance Analyst II

Via Revdex.com RE: Homeowner Policy: ***Liberty Mutual Fire Insurance Company/NAIC: *** Dear Mr***,This is in response to your additional correspondence to the Revdex.com. I appreciate the opportunity to further respond. Our position remains unchanged.Regarding your concern with the difference in price compared to alternate carriers, each insurer rates policies according to their own rating practices. The rating practices and collective loss experience differ. Liberty Mutual Insurance has been committed to providing quality insurance for over one hundred years. We strive to provide the lowest price possible while also ensuring we will be there when our customers need us mostTherefore, requesting reimbursement of premium for prior policy terms by comparing our premium to that of other insurance carriers is unfounded. In review of your concern for reimbursement of prior year’s premiums, our records do not support any refund is due. We would like to review your policy with you to look for premium savings. Please contact us for a policy review.Mr***, I thank you for reaching outYou may contact me directly or customer service at ***.I will be more than happy to assist you.Sincerely,*** ***
*** *** *** ***
*** *** ***
*** *** *** ***

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. the truck was added to MY policy after the divorce was final You have more than enough proof/information to close this policy I will not provide further documentation I was the only named driver on the policy, you have my divorce decree and my ex-husband's consent to remove him from the policy prior to the divorce being finalized Please cancel the policy Otherwise, it will eventually cancel due to lack of payment because I will not be making payment toward this
Regards,
*** ***

This is in response Complaint # *** was filed on 3/29/by *** *** The billing changed to bill directly to the customer when a change was made on 10/29/when the vehicle was placed in storage The policyholder initiated a change in coverage dated 7/23/The vehicle was removed from storage and coverage was added to the policyThis generated a prorated premium of $for the remainder of the policy periodA standard bill was sent on 07/27/which included a billing fee of $No payment was received The policy renewed on 08/22/and the balance of $was transferred to the renewal with an additional $late feeNo payments were received for the policy renewal Bills were sent on 08/02/17, 09/04/17, and 10/02/each with a $billing feeThe bill on 10/02/also included a $late feeNo payments were received Additional bills were sent on 01/02/18, 02/02/each with a $billing feeThe bill on 02/02/included a $late feeA late fee of $was applied on 02/17/No payments were received The policy was cancelled as of March 9, by the agentNo payments were received for the term 08/22/to cancel date 03/09/The previous policy amount $319.20, the coverage for the renewal is $150.47, the billing/late fees of $equals the total outstanding due on the policy $

Revdex.com:
I accepted Liberty Mutual's response and paid the remaining balance on Saturday March 3, over the phone with customer service rep ***I did say I would make the payment via a telephone conversation on Feb 21st but was concerned because there were so many negative reviews about this company and with other people who had similar situationsThis is supposed to be the final payment, paid in fullLiberty Mutual please do not send me any additional statements saying that I owe for another monthThank you, *** ***

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,
*** ***

Dear Mr**,
This is in response to your July 31, correspondence to the Revdex.com regarding the quote offer you receivedPlease accept my apology that you never received the gift code you were offeredI appreciate the opportunity to respond to your concerns
After
notified of your concern, our marketing department has arranged for you to receive the gift card as promisedI received confirmation a gift code was sent on August 6, to the email address you provided at the time of the quote
Mr**, I regret the inconvenience this matter has causedIf you have any 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: ***

This is in response complaint # *** was filed on 4/6/by *** ***The complaint was received 04/09/by the Presidential Service TeamI appreciate the opportunity to respondSince my team responds to customers on behalf of our corporate office and company executives, I have been
asked to replyI appreciate the opportunity to respond and hope to provide the clarity you are looking for.Your willingness to share your experience is helpful in identifying areas where we are not consistently meeting our service standards or our clients’ expectationsThank you for taking the time to detail your experience with Liberty MutualWe regret that your initial experience has been less than favorable. Per our phone conversation, the home and auto policy are confirmed cancelledBoth are listed as cancelled at the request of the customerThese do not affect the policy for the golf cart.It is disappointing to hear we let you downAs such we now consider this matter closedI am truly sorry you had an unfavorable experience. It is disappointing we have lost a valuable customer and I have provided your feedback regarding what transpired to the appropriate management

I am writing today in response to the complaint number *** from *** *** which was received by our Presidential Service TeamOur goal is to provide exceptional service and keep our commitmentsSince we are committed to providing quality customer service, we appreciate this
opportunity to review your concerns January 17, Ms*** contacted customer service to cancel the Auto and Renters policiesBoth policies were set for electronic funds transfers dated the 15th of each monthThe payment request was submitted to her bank on January 15, 2018, before her cancellationMs*** states after calling customer service, che contacted her bank and put a stop payment on those chargesPlacing the stop payment caused both payments to be returned unpaid.In summary, the final payments on the accounts were never receivedThe policies were active from March 22, through January 17, yet, we only only paid through December 16, The balance remains on both policiesThe Auto policy balance is $and the Property policy balance is $These charges are reasonable and correctMs*** owes Liberty Mutual $which she agreed to remit in a phone conversation on Februaruy 21,