GENTERA

Dear Mr***: Our records indicate that you spoke to *** ***, Manager, last week and that you have been advised of the status of your claim Please contact Ms*** if you have any additional questions regarding your claimMs*** can be reached at: ###-###-#### ext***

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,
*** ***

Liberty Insurance Corporation NAIC *** Thank you for sending your inquiry regarding the above referenced policyThis confirms that the policy will be
cancelled effective February 26, The following addresses the concerns regarding this decisionA recent inspection of the property noted concerns with the lack of ongoing preventative maintenance that could lead to future losses and which does not meet our underwriting guidelines. Specifically, the following items were noted: roof has wear and deterioration including granular loss and less than five years life expectancy remaining; increased hazard due to lack of protective handrail/railing on rear porch/deckThese were the only two issues identified during the inspection. The reference to “15” was the year the policy was first placed with us. We apologize for the confusion. Due to the condition of the property, we are not willing to continue coverage even if you attempt to remedy these conditionsI hope this information provides clarity regarding our decisionSincerely, *** *** Senior Compliance Analyst

Per the email, there is clear intent to bind coverage. We can go back and cancel effective inception, but we would request proof of other coverage in place from the date we bound the account per the email: Hi ***, I would like to move forward with the Limited Liability Insurance with you. Next steps? Thanks, ***

"Disability" or "Disabled" means you, as a result of Injury or Sickness, are unable to perform the Material and Substantial Duties of your Own Job Your STD claim was denied on the basis that our review did not support that your condition was of a degree and severity to support disability as defined aboveOur review included a review of the medical records by a nurse case manager The June 28, denial letter explains the basis for this determination. In the June 28, denial letter, we fully advised you of your ERISA right to request a review of the denial determination and to submit any additional information in support of your claimYou may submit an appeal as outlined in our letter dated June 28, Any questions you have regarding your claim may be directed to *** *** or her manager, *** *** at ***

Dear Mr***, This is in response to your additional correspondence to the Revdex.comI regret you continue to have concerns and I appreciate the opportunity to further respond. Policy records reflect that you contacted us February 20, to advise that the Buick LeSabre recently added to your Alabama policy would be registered in the state of Florida insteadTherefore, we removed the vehicle from the Alabama policy and you were transferred to our relocation departmentA Florida policy was written for this vehicle. As I mentioned in my previous response, if you can provide documentation that the Buick LeSabre’s registration did not include your name, I can have the policy amendedWithout this information I am unable to make any changesAs I previously indicated, a bill of sale does not prove registration and in the state of Florida the named insured on a policy must match the registration. Mr***, we appreciate the time you allowed us to insure your vehiclesHowever, please understand you have not provided any new information that would cause us to reconsider our positionWe consider this matter closed unless we receive the required documentation Sincerely, *** * ***Associate Customer Care SpecialistCustomer Care UnitTele: ***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.
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 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 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.
My issue is not in the actual
cars utilized in the calculation of my car valueIt is in the automatic deductions of 6% based on what someone may or may not be able to negotiate on a purchaseI was not supplied any proof of how this 6% is averaged after requesting it from my repThe second issue is that you double dipped on the mileage of my vehicle based on using cars that are of higher average mileage than the average used to calculate another a $of my priceI understand you cant compare my car to exact matches in mileage, but you can't use an average not based on the same cars used calculate my cars starting priceDoes that sound fare to you? The final thing is the lack of communication I had to call for days leaving voicemails with no responseI had multiple times I left voicemails and emails for days till I could get someone to call me backI was without a car for over a month because of no rental cars available and left not knowing when this was going to be finishedI have been a loyal customer for several years and my response to my issues with the quote is "that's what we always do"I feel Liberty Mutual has shown a extreme lack of caring for its customers this is even shown in your last response to me even here on the Revdex.com where your form letter calls me Mr***I hope Mr.*** resolves his issues also.
Regards,
*** ***

As previously stated, the motorcycle policy cancellation date was changed to avoid any balance due.The auto policy has an outstanding balanceThat balance was created when you changed the vehicles on the policy from a *** *** to the *** ***That increased the policy in effect at that timeThe premium for that coverage would have been calculated over the rest of the policy period. The 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.Electronic Funds Transfers all ceased when the policy cancelledThe balance will need to be paid via a check through the mail, or contact with our customer service departmentA payment can be made over the phone with no additional fees

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 will file a official complaint with the department of insurance and let the department of insurance settle this dispute its not possible to have two car insurance companies at once
Regards,
*** ***

Dear Ms***,This is in response to your October 3, correspondence to the Revdex.comI appreciate the opportunity to respond and hope to provide you with the clarity you are looking forPlease accept my apology for your unfavorable service experienceWe expect our
representatives to provide complete and accurate information and to be responsive to our customers’ needsI regret your concern was further compounded when you did not receive the expected returned calls from your agentFirst, I would like to provide a little backgroundYour automobile policy initiated effective October 9, and subsequently renewed each year, most recently October 9, A renewal packet issued to you September 6, 2016, prior to the addition of the Multi-Policy discount, confirming an annual premium of $2,We added the discount effective September 8, which resulted in a $prorated credit for the expiring policy term and an adjustment to your final payment to $Your renewal premium was revised from $2,to $2,after the addition of the discount and your EFT payment adjusted to $While we always issue an EFT withdrawal notification confirming any changes to your payment, we acknowledge that our customer service representative should have quoted the new payment amount for the renewal term as wellI regret this did not occur. In summary, we appreciate your feedback as it is helpful in identifying what we could have done differently to ensure a positive experience for our valued customerWe should have set better expectations regarding the expiring policy versus the renewal policy and the appropriate management has been asked to address what occurredI understand you are thinking of leaving us and hope you reconsiderWe will strive to provide you with the exceptional service you deserve going forward.Ms***, again, I am truly sorry for your unfavorable experienceIf you have additional questions or concerns, please feel free to contact me and I will be more than happy to assist.Thank you for being a Liberty Mutual customer!Sincerely,*** ***Associate Customer Care SpecialistCustomer Care UnitTele: ###-###-####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 belowRegards,
*** *** I have only spoken with Ms *** once and she informed me about the status of my claim any other time that my claim was spoke upon was when I called and on Thursday 8-25-at 6:pm EST I was then informed that a email was sent out that day to the nurse that was reviewing my claim but they have yet to receive a response back and I will receive a call either later that day or first thing the next morning*** *** did contact me today Friday 8-25-at 2:36pm EST and informed that my claim was approved from 7-27-to 8-18-and she will be contacting *** to have my time extended during work conditioning and work Harding I have ask her about the time from 6-27-to 7-26-*** stated that she did not know but will ask on Monday about those days during this time I was diagnosed with anxiety depression and work stress I was placed on a depression pill requested by my therapist *** *** and I was also on *** for anxiety so this meds does make you sleepy and I did inform *** *** supervisor of all meds and dosage that I takeI do understand that my medical records have been requested I have provided *** *** my case worker with every piece of medical record I could get my hands on also contacted each Dr that I was seeing to have these records released to her I received an email requesting a list and dosage of meds from my dr office and all the information was faxed to them I just feel that if a medical examiner has reviewed my case why is it that they can not understand that the prescriptions that I was on you CAN NOT operate a power industrial equipment on this medicine so again I'm still out of two additional checks that is really needed Thank You*** ***

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 Ms***,This is in response to your September 7, correspondence to the Revdex.com regarding your automobile policy. I appreciate the opportunity to respond to your concerns.Please accept my apology for the miscommunication that occurred resulting in the
cancellation of your previous policy. Our records reflect we were previously advised by Mr*** to cancel this policy. However, it is our objective to ensure no one is left uninsured in a divorce situation and I regret this was not consistent with what occurred. Your willingness toshare your experience is helpful in identifying areas where we are not consistently meeting our service standards or our customers’ expectations. After we were notified you continued to require coverage for your ***, a new policy was written for you effective October 6, 2015. However, we are unable to resume the Electronic Funds Transfer (EFT) withdrawals from the same account as Mr*** is the only individual who may authorize transactions on his account for the automatic payments. A new authorization would be required from Mr*** for the EFT to resume. Even if the prior policy remained active, we would be unable to continue the EFT if Mr*** instructed us to discontinue the withdrawals.As previously explained, once you provide proof the *** is registered in just your name, we will be able to remove Mr*** from the policy completely. This would remove all rights he would have to make any changes to your coverage. Ms***, you are a valued customer and we appreciate that you have allowed us to provide for your insurance needs since If you have any further questions or concerns, please also feel free to contact me directly. I will be happy to assist you.Sincerely,*** ***Associate Customer Care Specialist, Customer Care UnitPersonal Insurance Distribution OperationsPhone: ***-***-*** Fax: ***-***-***

RE: *** *** *** ***
** *** *** *** *** *** Dear Ms***,This is in response to the March 3, correspondence to the Revdex.comI am sorry to hear you have concerns and appreciate the opportunity to respond
My hope is to provide the clarity you are looking for.This policy was initiated January 15, to be effective February 16, When an auto policy is initiated a down payment is required to secure the quoted premium and bind the coverageA $payment was taken when the policy was written You selected monthly Electonic Funds Transfer (EFT) withdrawals as your preferred payment method for the remainder of the policy term. A review of the sales call recording indicated that the sales representative was not clear we would process an immediate payment, just that one would be due by your first monthWhen you contacted us on January 27, 2016, as a courtesy, we refunded the $payment and rescheduled it for a month later on February 25, An email notification was sent to you to serve as a reminder of this. On February 25, we drafted the agreed upon $payment for your automobile policyYou again contacted us to state that this payment was taken without your knowledgeHowever, you verified that the email address on file is accurate, and we confirmed that notification was sent to youFurthermore, you were previously advised that a payment is required by your first month, and then payments would continue starting April 15, 2016. We neither have a record that you were ever advised that there would be no payment until April nor are we able to afford coverage for two months without a single payment remittedAs this payment is required to maintain the policy we are unable to refund this to you. I see that you had the payment returned as unauthorized by your financial institutionAs both down payments have been returned, the first by Liberty Mutual as a courtesy and the second by your financial institution, we have issued a notice of cancellation for non-payment of premium The cancellation notice stipulates a payment of $($down payment + $return payment service charge) must be remitted prior to March 19, to prevent cancellation As a courtesy, I waived the $return payment service charge However, the $remains due.In addition, the EFT billing was removed due to the dishonored payment and the billing method was changed to direct bill With direct bill, the payments are higher since fewer bills issue and there is a $installment fee applicable A second step is required to obtain your authorization to resume the EFT so the payments remain as quoted with this preferred billing method Please contact our customer service department at *** if you would like to remit payment or have further questions regarding your billing method.Ms***, I thank you for reaching outIf you have any further questions or concerns, please also feel free to contact me directlyI will be happy to assist you. Sincerely,*** ***Associate Customer Care Specialist, Customer Care UnitPersonal Insurance Distribution OperationsPhone: *** *** ***

RE: Personal Automobile Policy: *** LM General Insurance Company/NAIC: ***Dear Mr***, This is in response to your March 9, correspondence to the Revdex.com regarding your automobile policyI appreciate the opportunity to reply and to confirm
that the non-renewal of your policy was rescinded.With respect to the non-renewal of your policy, Liberty Mutual has been forced to make some difficult decisionsTo manage our loss exposure, we made the decision to non-renew a number of our automobile policiesOn October 17, 2016, we issued a non-renewal notice by mail; however, as you stated, it was issued to an old addressI regret the inconvenience and frustration caused by this and attached the letter for your review.On March 9, 2017, you contacted us regarding the non-renewalThe customer service representative acknowledged it was sent to an old address and offered to send an appeal of the non-renewal due to this errorThe non-renewal was therefore rescinded on March 15, and a notification was issued the same date, to the corrected address.You also expressed concern regarding our Accident Forgiveness programWe regret any misunderstanding regarding this benefitCustomers with Accident Forgiveness will not experience the rate increase typically associated with an accidentTo be eligible for Accident Forgiveness, the policy must have five Clean YearsClean Years are consecutive, most recent years in which no incidents occurredThe February 11, accident and the January 7, speeding ticket caused you not to be eligible for Accident Forgiveness.Mr***, we appreciate your feedback and I am happy that the policy has been renewedYou will receive policy documents shortly for the 2016-policy yearIf you have any other questions or concerns, feel free to contact me and I will be happy to assistSincerely, *** ***Associate Customer Care SpecialistCustomer Care UnitPhone: *** Fax: ***Enclosure

The policy was quoted with discounts for highly educated worker and account-homeowners. We sent a request to confirm the highly educated worker discount to him on April 12, 2015. When the confirmation document was not received, the discount was removed as of the inception date. We
received the documentation on June 1, and placed the discount on the policy as of the inception date.We also learned that the insured’s companion policy was for a renter’s policy and changed the discount accordingly. When contacted, we agreed to honor the quoted premium based on the homeowner discount There was no umbrella discount on the application or the policy at any time. Changes to the policy, such as adding vehicles or drivers, which impact the policy premium and monthly billing amounts will not be waived. When the policy renews in the account discount will be corrected