GENTERA

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***

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-###-###-####

Dear Mr***,This is in response to the January 13, correspondence to the Revdex.com. I have been asked to respond to your concerns and appreciate the opportunity.This policy cancelled effective December 23, at your request. After cancellation, a $
refund check issued to you by mail the same dayWhen you spoke with our service representative on December 28, 2015, you requested the $refund be disbursed back to your credit card. Therefore, we issued a stop payment on the check. Once the stop payment was completed, a $electronic reversal back to your credit card was processed on January 8, 2016. Once processed, you should allow approximately 3-business days for receipt. Once the refund has been processed, it is out of our controlIf you still have not received the refund, you would need to contact the credit card company regarding your refund postingMr***, we regret the inconvenience this matter has caused and appreciate you taking the time to discuss your concerns. If you have any further questions or concerns, please contact me directly. I will be happy to assist you.Sincerely,*** * *** Associate Customer Care SpecialistCustomer Care Unit Personal Insurance Distribution Operations Phone: *** Fax: ***

This is in response to your September 21, correspondence to the Revdex.com regarding the cancellation and refund of your ATV policy On behalf of Liberty Mutual, please accept my apology for any miscommunication regarding the ATV policy being cancelledIt was not our
intention to upset youWe appreciate you taking the time to provide feedbackYour willingness to share your experience is helpful in identifying areas where we are not consistently meeting expectations As of September 28, 2017, the ATV policy has been cancelled effective 08/18/and a credit in the amount of $was refunded back to the checking account you used to make the paymentWe ask that you allow 3-business for the funds to show in your account We are sorry for the inconvenience caused by this matter. If f you have any other 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 you Sincerely, *** *** Customer Advocate I ###-###-####

December 22, Revdex.com of Eastern MA, ME, RI, & VTDonald Lynch Boulevard, Suite Marlborough, MA 01752- Re: Insured: *** *** Company, NAIC #: ** *** *** *** *** Revdex.com Complaint Number:
*** To Whom It May Concern: Thank you for your letter of December 13, 2016, regarding Mr***’s automobile policy. The purpose of this letter is to help Mr*** understand the action taken on his policy The policy was cancelled on November 5, at the insured’s request. Therefore, according to the General Provisions section of our Amendatory Endorsement NC our short rate provision applies to this cancellationThe provision can be located on page of Mr***’s policy package. Per the North Carolina Bureau rating manual, the short rate factor that was applied during the policies’ cancellation was .340. Using this short rate factor, $1,was credited to the remaining account balance of $1,Mr***’s final bill amount is $ I hope this information provides some clarity on Mr***’s policy. If you have any questions or need any additional information, please feel free to contact us again. We’ll be more than happy to assist you Thank you for the opportunity to address this concern, *** *** Compliance Analyst II

Dear Mr***, This is in response to your June 10, correspondence to the Revdex.com. I appreciate the opportunity to respondPlease accept my apology for your service experience. We expect our representatives to provide accurate information and to be responsive to
our customers’ needs. I regret this did not occur.Feedback has been provided to the appropriate management and we will review what we could have done differently to ensure a better experience for our valued customerWhen you initially contacted us, our sales representative intended to quote both automobile and homeowner policies. Since we were quoting both policies, the $1,automobile quote included the Multi-Policy discount (Account discount). The automobile policy was ineligible for this discount since we were unable to implement the corresponding homeowner policy. I regret this error was not caught until after the automobile policy was bound effective July 8, 2016.On August 15, we removed the discount which resulted in a premium change from $1,to $1,731.50. Since you previously selected paperless documents, an email notification issued to you advising your new policy documents were available for viewing online through your eService accountWe appreciate your feedback regarding your preference for a telephone call and agree that there should have been better communication from the onset. However, please know that the error was inadvertent. It was not our intention to disappoint a valued customer. While we always want our customers to have a positive experience, there is no flexibility with the premium we charge. We must charge the appropriate premium for the coverage afforded and we are unable to include a discount unless you meet the eligibility requirements. Mr***, you are a valued customer and we thank you for allowing us to provide for your insurance needs. We regret your initial experience was unfavorable. If you have additional questions or concerns, please feel free to contact me. I will be happy to assist you.Sincerely,*** * *** 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 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. As for the bill that they claimed to have sent in December was not 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 # ***.
I don't know if you are slow or what but I only made one payment because that was all that I was required to pay because it was not a $6,policy it was a $5,policy, a $5,policy, a $5,policy, a $5,policy, a $5,policy,a $5,policy you can't change the price after I have already agreed and sign for the $5,policy that is FRAUD because I didn't consent to that, show me were I sign and agreed to pay $6, At first it was the right track and the billing fee, now it's not that it's the catastropic fee that made the payment go from $5,to $6,According to the papers you sent me the michigan castrophic fee is $so how did it go from $5,to $6,that's a $difference Again the policy was $5,anything outside of that is a bald face lie Lie # 1- the policy was originally $6,( even in your own admittance it was $5,400)Lie #- the policy went up because I had fast track( the $5,didn't included fast-track originally but you said in your first response to me/Revdex.com that that's what made the payment go up.Lie # 3- I owe for a billing fee, when I cancelled the policy there was to be no billing fee as I cancelled May 11,2017, the bill was for May due June ( why are you still sending out billsLie #4- Now the policy went up to $6,because of the Michigan Castastropic fee which you admit in your response to me/Revdex.com that it's $Stop lying and correct this my next step is the Attorney General ]
Regards,
*** ***

RE: *** Gift Card Promotion
Dear *** ***,
This is in response to your June 10, correspondence to the Revdex.com regarding our *** gift card promotionI appreciate the opportunity to respond to your concernsI attempted to contact you by telephone; however, I was
unsuccessful reaching you
Thank you for taking the time to detail your experienceWe regret that your initial experience has been less than favorableYour feedback will be used in our continued efforts to improve our customer experience
An email was issued to you June 15, containing the $*-*** gift codeI trust your concerns have now been resolved
*** ***, we appreciate you thinking of Liberty Mutual Insurance for your insurance needsIf 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

Is it acknowledged that I was quoted a lesser price for your service under the impression that the only evidence I needed to submit was my diploma? Is it acknowledged that I was quoted a lesser price for your service under the impression that I did not need to purchase any additional services?Regards,
*** ***

Dear Mr***, This is in response to your additional correspondence to the Revdex.com regarding your homeowner policy I regret to hear of your continued concern and appreciate the opportunity to respond As I indicated in my previous response, there were multiple factors that impacted your renewal premiums since 2014. Increasing costs of repairs, medical expenses, and extreme weather called for a review of our prices. Other factors such as fraud, attorney fees and litigation costs may also contribute to the cost of your policy. Regarding the amount of the increases, it is never our intention to disappoint a valued customer. However, we are unable to commit to keeping the premium the same each year. The premiums we charge are the rates needed to ensure we meet our financial obligations to our customers Mr***, if you have further questions or concerns, please feel free to contact me. I will be happy to assist you Sincerely, *** * *** Associate Customer Care Specialist Customer Care Unit Personal Insurance Distributions Operations Tele: *** Fax: ***

RE: Homeowner Policy: *** (original)
Homeowner Policy: *** (rewritten)
The First Liberty Insurance Company/ NAIC: ***
Dear Mr***,
This is in response to your
September 1, correspondence to the Revdex.com regarding your homeowner policyI appreciate the opportunity to respond to your concernsI attempted to contact you by telephone; however, I was unsuccessful reaching you
Please accept my apology for the delay in your refundOur goal is to provide exceptional service and keep our commitmentsI regret we did not follow through in this instanceYour feedback will be used in our continued efforts to improve our level of service
This policy initiated effective April 23, 2004, subsequently renewing each year, most recently April 23, with an annual premium of $1,A $1,payment was received from your mortgagee April 13, to pay the annual premium in full
As you indicated in your correspondence, cancellation of this policy was required after a rewritten homeowner policy was implemented at your requestI regret there was an unanticipated delay in the processing of your cancellation which in turn resulted in the delay in issuance of your refundIn addition, when notified of your concern we made a second error by processing the cancellation effective July 1, instead of July 4, Since this error resulted in a favorable premium outcome, we did not further amend your policy
After cancellation, there was a $1,credit balance for the unused portion of the policy termA $1,refund issued to you September 2, Please allow seven to ten business days for receiptAn additional $refund issued to you September 4, reflecting the interest due based on a 2% Annual Percentage Rate (APR)2% of $1,is $25.54, divided by months is $2.13, multiplied by equals $
Your rewritten policy was also cancelled at your request effective July 21, There is no premium balance owed or refund due on this policy
Mr***, we are sorry to have lost you as a customerA billing history is enclosed for your reviewIf 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: 888-*** Fax: 866-***
Enclosure

This is the additional response to the rebuttal of Revdex.com complaint ***I have been asked to respond and appreciate the opportunityI regret any miscommunication that occurred regarding Mr***’s intent to cancel this policy. This policy cancelled effective October 31, which is when it would have been renewed per the policyholder’s decision to avoid paying a pro-rata premiumBelow is a summary of our interactions with Mr*** and his family member who was also present during the call. November 14, Mr*** called with questions about cancelling the policyThe agent advised Mr*** there would be a prorated balance to cover the period from October 31, to November 15, Mr*** made the decision to backdate the cancellation so no balance would be owed. **This decision was based on the conversation between the representative and the policyholderCoverage cannot be extended without payment for premium dueIt is the policyholder’s responsibility to ensure no lapse in coverage occurs. No written cancellation is required in LouisianaTherefore, the representative did as directed by the policyholder. Liberty Mutual is required to notify the department of motor vehicles when a policy starts, renews or is cancelledLiberty Mutual would not report a “lapse” but simply that the Liberty Mutual policy was terminated on October 31, 2017. November 17, Mr*** called to speak to a supervisor about cancellation datePolicy would have to be reinstated and re-cancelled to change the cancellation datePer the notes on the policy, there was a misunderstanding about the outstanding balance. Novemeber 28, Supervisor was unable to reach policyholder and unable to leave a messageSupervisor denied reinstatement. **There would be no business case to revise the policy cancellation date since the cancellation was completed per the policyholder’s request. January 8, Mr*** called about paying the prorated amount, stating policy should not have been cancelled on October Mr*** put family member, *** *** on the phoneMs*** stated they thought the backdating was to avoid the cost due not cancelling the policy. It is understood the department of motor vehicles is imposing a fine for lapse in insurance. Unfortunately, Liberty Mutual complied with the policyholder’s requestAt this time, there is no change in the policy cancellation dates. Liberty maintains based on the current information the cancellation is correct

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've had an insurance policy with *** ***, Auto Policy - ***, MI Coverage from 07/11/to 01/11/In June I did not have the money to pay for the policy with Liberty Mutual GroupI do not have internet access and the complaint was closed too soon for me to reply.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.
For over the phone customer service, calls are monitored for quality assuranceIf the call is pulled from my transaction with the sales representative you will hear the gentleman say my quoteMy phone number is ***Please give me a call at your convenience
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.
How about getting the right account numbers to deduct my monthly payments ? I called Liberty Mutual to make sure that information on set up account was correct but these people didn't care about FIXING IT , now I expecting Liberty Mutual contact me to get the payment done or I will be accumulating my monthly payments since the payment of October is not processed yet and about the claim , I need a person to explain it all I being paying for insurance , not claims in long time and Don't have a person to take care of the customers ? I expecting the call from Liberty Mutual and still nothing !!!!!!
Regards,
*** ***

RE: Homeowner Policy: *** Liberty Insurance Corporation/ NAIC: *** Dear Ms***,This is in response to your recent additional correspondence to the Revdex.com regarding your homeowner policyI appreciate this opportunity to confirm our July 29, telephone conversation that followed my previous response.As we discussed, our position is such that it protects any possible insurable interest in a policyWhile in the past you have been able to make changes to policies with your father’s name on them, the complete removal of him from a policy or the cancellation of a policy, requires either he personally authorize it or for you to have a Power of Attorney (POA) for your father.If you are able to obtain a POA for your father, please feel free to forward a copy of it to me and I will be happy to put it on file with his policies so difficulties like this can be avoided in the future.Ms***, I trust that this matter is closedHowever, if you have any other questions, please feel free to contact me directlyI will be happy to assist you.Sincerely,*** ***Customer Care SpecialistCustomer Care UnitPhone: *** Fax: ***

RE: Homeowner Policy: *** Liberty Insurance Corporation/ NAIC: ***
Dear Ms***,This is in response to your recent correspondence to the Revdex.com regarding your homeowner policyWe regret to hear of your father’s illness and wish you both the best
I appreciate the opportunity to respond to your concerns.Please accept my apology for any miscommunication regarding the named insured listed on your homeowner policyWe regret the difficulty you encountered with having a correction implementedOur goal is to make it easy for our customers to do business with usYour feedback is essential in ensuring we achieve this consistently in the future.We make every effort to ensure that individuals with an insurable interest are covered by a policyAs such, we also take precautions when removing a named insured from a policy to prevent an individual from being wrongly removedI regret that these precautions made it difficult for you to correct an error made when the policy was written. I am happy to see that you were able to contact your sales agent and the policy has been rewritten solely in your name.Ms***, thank you for bringing your concerns to our attentionI hope I have addressed them all todayIf not, or if you have other questions, please feel free to contact me directlyI will be happy to assist you.Sincerely,*** ***Customer Care SpecialistCustomer Care UnitPhone: *** Fax* ***

Please let this correspondence serve as acknowledgement of your e-mail dated May 21, 2016, and to also serve as a formal response to your request Be advised that check number *** in the amount of $was mailed to the new address on May 25, We apologize for any delays
This should bring an end to this matter
*** *** Team Manager ***

Please be advised that you submitted a complaint regarding the management of your STD claim, therefore, your inquiry was directed to the claims manager to review and contact you
Our records indicate that you were advised that we were in need of medical information to determine your continued eligibility for benefitsIn addition, you were also advised that the additional medical information that we did receive had been forwarded for a medical review
Ms***, Manager II, called you again on August 19, and advised you of the status of your claim and that we would contact you when the clinical review was completed
Our records reflect that you were contacted and advised of the status of your claim and that we would keep you advised of our review