GENTERA

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: ###-###-####

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

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

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,
*** ***

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,
*** ***

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

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: ***

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 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: 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

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: ***
***

Dear Ms***, This is in response to your correspondence received through the Revdex.com on December 1, regarding your policiesWe are truly sorry to have lost you as a customer and I appreciate the opportunity to respond. Please accept my apology for any
miscommunication that may have occurred regarding your intent to cancel your policiesIt is always our objective to ensure our customers have a positive experience anytime they contact us and I regret we fell short in this instance.First, I would like to provide a little backgroundWhen consecutive bills issued for the home and personal liability polices remained unpaid, cancellation notices also issued advising payment was required prior to October 11, to avoid cancellationOur records do not indicate we received a request to cancel these policies prior to October 11, and when no payment was received, the policies cancelled effective October 11, for non-paymentAfter cancellation, each policy had a final balance remaining to pay you through the cancellation date.Liberty Mutual uses a third party vendor, *** *** *** (***) to secure past due premium owed for cancelled policiesWhen we did not receive the final payments for each policy, the balances were referred to collectionsHowever, upon receipt of your correspondence, I requested the homeowner and personal liability policies be retroactively cancelled effective the September 1, renewal dateRefunds of $and $will be issued to your credit card on filePlease allow up to two weeks for receiptAdditionally, due to the correction of the cancellation dates, each policy will be removed from collections and there will be no adverse impact on your credit as a result of the previous collection activity.Regarding your automobile policyThis policy renewed February 21, and cancelled at your request effective September 1, Your first Electronic Funds Transfer (EFT) payment was withdrawn March 15, As a result, your payments were approximately three weeks in arrearsAt the time of cancellation, we had received six payments; however, the policy was in effect for almost six and a half monthsTherefore, a balance of $remainedA final $bill issued November 9, due November 29, and reflects premium owed up to the September 1, cancellation date plus a $billing feeAs a courtesy, I have removed the $fee and the balance remaining was reduced to $I have attached a billing history for your review.Please feel free to contact me directly and I will be happy to resolve this balance with youI am available Monday through Friday from 10:a.mto 5:p.mCentral TimeAlternatively, you may contact our customer service center at ###-###-####This team works extended hours as well as weekends if that will better fit your schedule.Ms***, once again I am truly sorry we have lost you as a customerIf you have additional questions or concerns, please also contact me and I will be happy to assist. Sincerely,*** * ***Customer Care SpecialistCustomer Care UnitTele: 1-###-###-####Fax: 1-###-###-####

I am writing today in response to the complaint number *** from *** *** *** was received by our Presidential Service Team According to the explanation included in the complaint, the policy holder has been waiting an extended period for a refund check Attached there is a
copy of the cashed checkIt was sent to the address on file and cashed by *** *** a named insured (owner) of the policyThis appears to have been electronically deposited Please know that we take our responsibility to our customer very seriouslySo thank you for bringing this matter to our attention On behalf of Liberty Mutual, I would like to apologize for any frustration we may have caused Ms***

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 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, *** ***

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

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,
*** ***