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RE: Personal Automobile Policy: [redacted] LM-General Insurance Company/ NAIC: [redacted] Dear Mr [redacted] , This is in response to your June 25, correspondence to the Revdex.com regarding your automobile policyI appreciate the opportunity to respond to your concerns This policy initiated effective June 14, 2013, subsequently renewing each year, most recently June 14, At the policy inception, New Vehicle Replacement Cost Coverage (AS99) was applicable to this policyThe enclosed endorsement issued to you at the policy inception explains when this coverage applies as shown below: Replacement cost for a total loss on a new “your covered auto” applies as follows: aTotal loss must occur during the first months of insurance coverage, and bWithin the vehicles first 15,miles, whichever occurs first, we will pay, at our option, the full cost of repair or replacement, less the applicable deductible Therefore, this coverage was no longer applicable after the initial policy termHowever, Liberty Mutual Insurance offers Better Car Replacement coverage which may be applied at the policyholder’s request for an additional premiumThis endorsement applies to total loss vehicles only (whether At Fault or Not At Fault) and will provide Actual Cash Value of the same make, model, and equipment of a vehicle one year newer than the covered vehicle as well as 15,fewer miles from the vehicle that was lostBetter Car Replacement coverage is not currently applicable to this policy; however, you may elect to carry this coverage going forward Regarding your premium concerns, at Liberty Mutual Insurance, we are very serious about our obligation to offer our policyholders a competitive premium while remaining financially secureMaintaining this balance means we must periodically review our rates and make necessary adjustmentsSome of the factors that impact overall rates include the increasing costs of repairs, medical expenses and the frequency and severity of claims In addition, the percentage amounts of your Early Shopper, New Move and New to Liberty Vehicle discounts were decreased with each year’s renewalAlthough you will continue to receive these discounts for several years, the percentage allotted for these discounts decreases each year as your policy ages Your premium appropriately reflects your risk profile and your good driving historyInsurance rates are also based upon the company's underlying costs and statistical dataYour policy term is for one year and your premium may subsequently be adjusted at renewalYour driving record is only one factor in your premium determinationPremium is determined using a sophisticated rating structure with multiple factors considered In your correspondence you also expressed concern regarding the premium difference with your automobile premium as compared to other carrier’s quotesThere are many factors that are considered when determining the premium for a policyI am unable to specifically address why another insurer’s rates are lower than those of Liberty MutualEach insurer rates policies according to their own rating practices filed with the stateOur rates are based on our collective loss experience in the state of MinnesotaWe review our rate plans continuously and strive to provide quality insurance while providing a high degree of customer satisfaction Your policy remains active and your correspondence references that another carrier “has provided full coverage”If you have secured alternate coverage, please provide the inception date of your new policy and I will cancel this policy effective the same dateIf you have not secured alternate coverage, I would be happy to review your policy with you for any savings opportunities Regarding your request for an apology, a new business packet issued to you at the policy inception in outlining the provisions applicable to this policyWhile we appreciate your concern, we consider it an unreasonable expectation that the policy provisions would extend beyond what is outlined specifically in your policy contractThe policy documents issued to you included a notification advising you to contact us with your questionsWe encourage our customers to contact us to avoid any misunderstandings regarding their policyAlthough we regret your unfavorable experience, an apology is not warranted in this instance for the reason you suggested Mr [redacted] , you are a valued customer and we thank you for allowing us to provide for your insurance needs since If you have further questions or concerns, please also feel free to contact me directly and I will be happy to assist you Sincerely, [redacted] Customer Care Specialist Customer Care Unit Personal Insurance Distribution Operations Phone: ###-###-#### Fax: ###-###-#### Enclosure

Dear Mr [redacted] , This is in response to your July 29, [redacted] correspondence to the Revdex.com regarding your automobile policyI appreciate the opportunity to respond to your concerns This policy initiated effective August 12, and subsequently renewed effective August 12, It is scheduled to renew effective August 12, *** On April 25, [redacted] you contacted our customer service department to put your [redacted] into storage as you would be giving the vehicle awayHowever, you later contacted us the same day to remove the vehicle from the policy effective May 22, ***A Declarations page issued to you April 27, [redacted] confirming the removal of the [redacted] *** You indicate in your correspondence that you contacted us on June 19, [redacted] to add the [redacted] back onto your policy; however, this information is not consistent with our records Our records indicate you contacted us on June 20, [redacted] regarding any opportunities to lower your annual premiumAt this time, the representative you spoke with confirmed the vehicles on the policy were a [redacted] and [redacted] **You discussed removing comprehensive and collision from the [redacted] and increasing the collision deductible on the [redacted] from $to $1,However, there was no discussion about adding the [redacted] to the policy at this time We later added the [redacted] back to the policy effective July 15, [redacted] at your request While we appreciate your concern and hope your remain our customer, please understand that we are unable to provide the [redacted] and Motor Vehicles proof of coverage for the [redacted] from May 22, [redacted] through July 15, [redacted] since coverage was not in force during this timeframe Mr [redacted] , we regret our response could not be more favorableIf you have further questions or concerns, please contact me directlyI will be happy to assist you Sincerely, [redacted] Customer Care Specialist Customer Care Unit Personal Insurance Distribution Operations Tele: [redacted] | Fax: [redacted]

Dear Mr [redacted] ,This is in response to your additional correspondence to the Revdex.com regarding the cancellation and billing on your automobile policyI appreciate the opportunity to further respond to your concerns and apologize for the delay you experienced with the cancellation.Since my previous response, we have received the Notice of Transfer (2A) form from your current insurer in order to properly cancel the policy The policy has been cancelled effective August 23, Attached are the billing histories since policy inception, August 18, 2014, through the cancellation date, August 23, The $final bill issued on April 3, due April 23, 2017.Mr [redacted] , thank you for reaching outIf you have any unaddressed questions, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely, [redacted] Associate Customer Care SpecialistCustomer Care UnitPhone: [redacted] Enclosures

On August 12th after receiving the complaint, I immediately contacted Ms [redacted] to discuss the details of the case and the reasoning behind the delay in the claims process I explained that as an insurance company that she is filing a claim against it is the responsibility of the insurance company to retain all the appropriate information before making a liability decision In this case the file was called into our attention on July 9th, by our customer [redacted] and indicated that our driver was traveling in a roundabout traffic circle and was struck by another vehicle (Ms [redacted] ) We did speak with Mrs [redacted] the same day July 9th, and her details of the loss showed questionable liability therefore the insurance company and claims representative [redacted] had to complete a full investigation into the auto accident Mr [redacted] received the police report on July 17th , which did cite our insured for being responsible for the accident In the meanwhile Mr [redacted] left numerous messages with our driver to obtain a statement to discuss the actual details of the loss Mr [redacted] left messages with the customer driver and sent a letter with no response We finally spoke with the driver's manager on August 11th, and confirmed that the driver no longer works for [redacted] and would not be providing a statement Immediately after that conversation with our customer we contact Ms [redacted] and let her know that we have finalized liability and will be making a full payment for the repairs to her vehicle The check was issued out to Ms [redacted] on August 12th, in the amount of $3, There may have been a delay in handling the claim however it is the obligation of the insurance company to make a full and final decision after speaking with all parties that were involved in the accident When speaking with Ms [redacted] about the loss and delays,she did seem as though still frustrated for the unwarranted delays even after I explained the process however she was satisfied that a payment had gone out and she had put this claim behind her Please if you have any questions or concerns to reach me at either e-mail [redacted] or phone [redacted] Thank you for your time [redacted] ***

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 # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolvedI disagree with their client's conflicting statement and will continue to pursue this matter through my insurance with the evidence I have substantiating my account of what occurredBased on my dealings with [redacted] it has become abundantly clear that their client's dishonesty, both to me and to Liberty Mutual, is the root of the communication issues I experiencedI accept and acknowledged [redacted] did all she could to handle this situation quickly and fairly, and I understand her obligation is to her clientI withdraw my complaint, as I now believe Liberty Mutual and [redacted] personally did their job to the best of their abilityI believe their client is entirely at fault for all issues I've experienced Regards, [redacted]

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 # [redacted] I find it amazing! The records I called and asked for on July 7th, and was told over and over did not exist suddenly appearThe fact it takes this complaint to rectify a simply customer service request is Sad! Your phone system indicates that calls may be recorded for training purposesI mention it because I think the record should show the Truth of what was said, and agreed to I strongly contend you have greatly misrepresented the factsYour response outlined in previous communications does not even reflect the number of communications between us in the many phone calls and attempts to honor our end of the agreementYou have falsely misquoted meI find the fact you asked me to sign such a statement a disparagement on my nameWhich is exactly why I have asked for this to be discussed with an outside partyIf you are now agreeing to bring forth documents, it cements the facts to my point, that your pattern of behavior shows a misrepresentation of the factsPhone records will show I was told on the 8th of July records where not available at all to anyone even them I have asked from the first moment we noticed an issue for help to make it right, you have refused me My first call I asked to make a payment over the phone, I was told no! Not what you stated above at all.Simply - I want pay my monthly bill and have my vehicles covered without my name represented in the manner you have responded.We are good customers, customers that your company wastes to much money trying to keep with jingles instead of customer service and compassion Regards, [redacted] ***

Dear Mr [redacted] , This is in response to your correspondence received through the Revdex.com on May 19, regarding your homeowner policy I am truly sorry we have lost you as a customer and appreciate the opportunity to respond to your concernsAt Liberty Mutual, we always strive to give our customers the best price possible—but sometimes factors like increasing costs of repairs, medical expenses, and extreme weather call for a review of our prices With that said, customers are advised they may request a re-evaluation of their policy each year if they chooseThis information was included with your renewal packet every year since Current customers are not automatically required to have their policies re-evaluated each year, since there is a possibility they could end up paying a higher premium as a result Please note that a re-evaluation of your policy requires your approval, as it entails obtaining a new insurance score for a complete view of your most current informationAt your request, we re-evaluated your policy after you contacted us about your price The re-evaluation resulted in a lower price and we offered to cancel your existing policy and implement a new policy for you effective May 14, However, I regret you elected to discontinue your insurance with usSince the re-evaluation was based on your most current information, the price quoted does not apply to your previous policy termsFor this reason, we are unable to backdate any changesMr [redacted] , I thank you again for reaching out with your questions and comments about your new policy priceI hope that I have answered all of your questions todayIf not, please feel free to contact me directly at [redacted] or by email at [redacted] and I will be more than happy to assist youSincerely, [redacted] ***Associate Customer Care SpecialistCustomer Care UnitPersonal Insurance Distributions Operations

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 # [redacted] I have to send you this email because I couldn't respond in the letter from Liberty Mutual ( Nothing would type in in the section that says "rejection comments in this section)In response to them, there was no final bill to be issued if the bill was cancelled May 11,2017, if there was a bill you created this on your own CANCELLED means over, done, stop, I'm finishedSo any bill after May 11th is FRAUDULENTIn there response letter to me , Liberty admits there was final bill issued on May due June 4,again it was CANCELLED so how are you still sending out bills you aren't GOING TO MAKE ME PAY FOR SOMETHING I DON'T OWE AND CANCELLEDThe payment of $was paid and Liberty said the payment was from March until May 15,If you covered me beyond May 11,than that's your fault as I CANCELLED it before the due dateThe policy I agreed to pay was originally $a month and then went to $the next day than when I was told it would be $a month I decided to cancel, that is not what I signed up forYou kept changing the price that's why I cancelled ,In your response to me/Revdex.com you say in your response that it was a month policy for $6,284( I wouldn't have signed up for a $6,policy) yet attached to your letter to the Revdex.com/me the pdf of the billing history says $5,which was $dn and $for months, which one is it ( which lines up with what I was saying it was $down and $a month= $5,403)( endorsement 1)The priced quote and I paid for didn't have right track in it so the quote of $was without it, you don't get to change the game in the middle of the game or after the gameEndorsement are you crazy I had the wrong vin number ( for my old truck and you want to charge me $to change the vin numbers on the policy that wasn't even active yet LOLOLYou had my money($450)for weeks before the policy even started$for a billing fee for a CANCELLED policy/billLong story short when I signed up for this and gave my money it was $dn and $a month even your billing history says that so where did the $6,come from I didn't agree to that amount nor sign for it you can't change the policy after I agreed to pay one thing that's called FRAUDThese are made up costwhen I contacted your agent May 11,he said after May 11, I wouldn't owe anything, period! Regards, [redacted]

I am unable to locate the policy with the information provided Please provide the name and address of the insured and the policy number if available so that we may investigate this concern.Thank you, [redacted] ***

RE: Personal Automobile Policy: [redacted] Liberty Mutual Insurance Company/ NAIC: [redacted] Dear Ms [redacted] ,This is in response to your May 3, correspondence to the Revdex.com regarding your auto policyI appreciate the opportunity to further respond to your concerns.As previously stated, when a customer indicates their wishes to cancel it is our process end automatic billing of the policyAny payments after that point have to be remitted by the customer directlyI regret if you unable to review it, but our records indicate that we did send you correspondence by mail in February and by email in March indicating the policy had been cancelled and the final bill that was dueUnfortunately, the regulatory environment in which we operate requires us to charge premiums based on our filed ratesWhile your experience is unfortunate and we have addressed it internally, we are unable to compensate, or adjust a balance due, for a customer due to a poor service experienceLiberty Mutual has been in the business of helping people protect what they value most for over yearsThe rates we charge are what is needed to ensure that we can maintain the financial stability that our customers have come to depend onWe cannot speak to the rates charged by other carriersFurthermore, you received coverage from us through the January 6, cancellation dateThe balance that remains due is for the coverage provided, and is calculated based on our filed ratesMs [redacted] , I regret we are unable to resolve this matter to your satisfactionIf you have further questions, please feel free to contact me directlyI will be happy to assist you.Sincerely, [redacted] Customer Care SpecialistCustomer Care UnitPhone: [redacted] [redacted]

Dear Ms***, This is in response to your additional correspondence to the Revdex.comAs indicated in my prior response, premium quotes are estimates based on the information provided and the date preparedI regret after spending so much time entering your information online you were directed to contact a sales agentIt was not our intention to disappoint you; however it was necessary to obtain additional information to finalize the premiumRegarding our advertising, our goal is to build unaided awareness, increase product knowledge, and grow consideration of Liberty Mutual productsGrowing our business is key to maintaining the financial strength needed to be there for our customers when they need us mostAdvertising not only reminds existing customers about our business but helps us distinguish ourselves from our competitorsIn addition, our commercials indicate Accident Forgiveness is available to qualified customers and certain conditions or eligibility requirements applyYour correspondence indicated we do not accept customer with accidents; however, this is not accurateYour Motor Vehicle Report is reviewed and any incidents on your driving record within the months immediately prior to the policy effective date are considered in determining your premiumSince there was an incident during this time frame, your premium was adjusted accordingly We always welcome feedback and suggestions as it is helpful in our continued efforts to better serve our customersWhile we appreciate your concern, Liberty Mutual Insurance has been committed to providing quality insurance for over yearsThe premiums we charge are the rates needed to ensure we meet our financial obligations to all our Georgia customers Ms***, I regret my response could not be more favorableIf you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist youSincerely, [redacted] Associate Customer Care SpecialistCustomer Care Unit [redacted]

Better Business Bureau: 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 # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

Our records indicate that your STD benefits have been extended [redacted] ***Manager, has attempted to reach you by telephone Any questions you have regarding your claim may be directed to [redacted] at : ###-###-#### [redacted]

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 # [redacted] While I appreciate LM's responseI am not satisfiedI am currently getting quotes to change insuranceI was quoted on price and with one claim you increase my policy yearly, by what I could have purchased a less expensive replacement doorI understand costs of insurance are going up but I can't sit back and be over-charged and give your company a good reviewIt's a shame, I had LM for years before I cancelled because rates went up tremendouslyThen a few years later, I then shopped around, called LM and was given a pretty amazing rateOnly to be increased 40% in one yearI will continue to tell anyone who asked what LM has done to my policyAnd give LM a poor rating.Best,***Regards, [redacted] \\

Dear Mr [redacted] , This is in response to your additional correspondence to the Revdex.comAs indicated in my prior response, we certainly apologize for any miscommunication with the Electronic Funds Transfer (EFT) payments being in arrearsIt was not our intention to disappoint you as our goal is to provide exceptional serviceYou elected to remit payments via our monthly EFT billing method, which allows for twelve installments drafted on the 30th of each month as your chosen bill dateIf the billing date occurs on a weekend or holiday, it delays the processing until the next business day.Allowing our customers to submit payment in arrears is intended to allow our customers additional flexibility with payment remittance and the option to select any EFT withdrawal date they choosePayment in arrears is applicable to many of our customersThe fact that we only require a down payment from our customers during the initial policy term confirms (unless our customers select to pay their annual premium in full with the first bill) that payment in arrears occurs regularly.You indicated the dates when payments were processed are not the same dates on your bank statementIt may take 1-business days for the payments to post, so there may be a day or two difference for this reasonI previously issued a billing history for each policy termWith this response, I attached statements reflecting all transactions, payments received and remaining balance dueI am unable to adjust your remaining balance dueAs a courtesy, the $bill fee and $returned payment fees were waived; however, the $balance appropriately reflects the premium due for coverage afforded through the cancellation dateThe fact that we provide coverage before we bill you for it does not warrant adjustment on the amount owedIt is an acceptable business practice to bill you for services after they are performed.Mr [redacted] , if you have further questions, please feel free to contact me directlyI will be happy to assist you.Sincerely, [redacted] J [redacted] Associate Customer Care SpecialistCustomer Care UnitPhone: [redacted] Fax: [redacted] Enclosures

February 18, 2016To: Revdex.com Complaint ResponseRe: [redacted] Date of Injury: 01/03/2016eStar Case#: [redacted] Attn: To Whom it May ConcernMs [redacted] ’s claim was assigned to a new adjustor on February 10, The new adjustor has since been in contact with Ms [redacted] and has resolved all outstanding issues regarding her indemnity and medical benefits If you would like to discuss further, please feel free to call me at [redacted] .Thank You, [redacted] | Claims Team Manager Liberty Mutual Insurance/Helmsman Management ServicesCommercial Insurance Claims Workers’ Compensation – [redacted] , IL(P) [redacted] (P) [redacted] Ext *** (F) [redacted] Mailing address: [redacted] ***

Dear Ms [redacted] ,This is in response to your October 31, correspondence to the Revdex.comI have been asked to respond to your concernsPlease accept my condolences on the loss of your motherI regret there has been a delay in processing the cancellation and issuance of the refund for her tenant policyI understand how disappointing it must have been when you did not receive the refund within the timeframe you anticipatedFeedback has been provided to the appropriate management to review and address in an effort to improve our service in the futureOn September 15, 2016, we received the court documents reflecting you are the executor of your mother’s estateAt your request, this policy was cancelled effective May 1, and a $refund check was mailed September 15, However, on October 13, 2016, we were notified that the check was not receivedA stop payment was placed on the first check (check # [redacted] ) and a replacement check (check # [redacted] ) issued on October 13, 2016.After receiving your correspondence, I contacted you on November 7, When we spoke, you indicated you still were waiting on the refundI placed a stop payment on check # [redacted] and a new check will be mailed to the address you requested in the next one to two business daysPlease allow approximately two weeks (from the date of issuance) for receiptMs [redacted] , thank you for contacting usI am truly sorry you had an unfavorable experienceWe anticipate you will receive your refund shortlyIf you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist Sincerely, [redacted] Associate Customer Care SpecialistCustomer Care UnitPhone: ###-###-#### Fax: ###-###-####

November 28, RE: Revdex.com Complaint Number: [redacted] Underwriting Company: LM General Insurance Company This is in response to your correspondence received through the Revdex.com on November 21, regarding your automobile policyI appreciate the opportunity to replyAccording to your concerns, you advised that you were upset that your automobile policy premium was written for more than your vehicle is worth Our algorithm examines a combination of several characteristics including driving history, claims history, prior insurance, and current and prior coverage limits, as well as many other factorsThis decision is driven by a combination of characteristics rather than a specific factorOur policies are not written based on the value of a vehicle On behalf of Liberty Mutual, please accept my apology for the inconvenience and frustration this matter has caused you Mr [redacted] , if you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you Sincerely, [redacted] Customer Advocate I Presidential Service Team Tele: [redacted] 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 # [redacted] Please add your rejection comments below My property is only square feet.To be subjected to an annual premium of $is extreme as other Insurance companies offer me an annual premium of approximately $Given the fact that I have had a policy with Liberty since 2005, I am now asking a review of all premiums I had with them/Liberty Mutual since I estimate that Liberty Mutual owes me approximately $in over-charges/payments for the past yearsI am now asking relief for potential overcharges since I firmly believe Liberty Mutual is overcharging me for a property that again is ONLY square feetThis response is similar to the Liberty Mutual representative who responded to my new insurance agent, "We do not do refunds!" This is no way to treat a Senior Citizen!] Regards, [redacted] ***

RE: Homeowner Policy: [redacted] Liberty Insurance Corporation/NAIC: [redacted] Dear Ms [redacted] ,This is in response to your August 2, correspondence to the Revdex.com regarding your homeowner policyI appreciate the opportunity to respond and hope to provide you with the clarity you are looking for Please accept my apology for your unfavorable experience We expect our representatives to provide complete and accurate information and to be responsive to our customers’ needs I regret this is not consistent with what you described Regarding the balance owed, I will provide a little backgroundYou contacted us on March 24, and we initiated a new homeowner policy at your request effective March 25, We accepted a down payment of $by credit card on March 28, However, a duplicate $credit card payment was processed on March 29, We therefore issued a credit card refund on April 5, 2016.In the meantime, this policy was cancelled at your request retroactive to the March 25, inception dateA $refund check issued to you on April 12, for the down payment you previously remitted which was cashed on April 20, At this point, the policy balance was zero as you referenced, and we issued statements to you confirming a zero balance Although we had refunded all the payments remitted, you also filed a credit card dispute After the dispute was filed, the authorization was retracted for a $credit card payment and $was refunded to your card on July 5, In other words, you received three refunds, two by credit card and one by check, yet you only remitted two payments You therefore owed us $252.On July 5, 2016, we issued a $bill ($bill fee included) to you due by July 25, We spoke with you on July 11, and explained what occurred and why a bill was issued Additionally, we offered to contact the credit card company with you on the line However, our records reflect you elected not to continue the callA letter was sent to you July 26, reminding you to remit the $payment to avoid collection activity When payment was not received, the balance was referred to collections on August 15, 2016.Liberty Mutual Insurance uses a third party vendor, [redacted] ( [redacted] ), to secure past due premium owed for cancelled policies Policyholders are referred to [redacted] when their policy has cancelled and the balance is not paid You requested monetary compensation for the time spent on this concern While we regret the miscommunication with the new business quote, we are unable to refund more than what was actually remittedAs a courtesy, I waived the $bill fee and the balance adjusted to $Ms [redacted] , the billing statement and a copy of the cashed check are attached for your reviewAgain, I am truly sorry your experience was unfavorable; however, please understand the $balance is due If you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely, [redacted] Associate Customer Care SpecialistCustomer Care UnitPhone: [redacted] Fax: [redacted] Enclosures