GENTERA

RE: Homeowner Policy: *** Liberty Mutual Mid-Atlantic Insurance Company/NAIC: *** Dear MrLiu,This is in response to your May 22, correspondence to the Revdex.com
regarding your automobile policyI appreciate the opportunity to reply and apologize for the frustration this has caused.I retroactively amended the cancellation date of this policy to the inception dateThere is no longer an outstanding balance due.*** *** *** (***) will be notified of these adjustments and the policies will be removed from collections. There has been no adverse credit reporting as a result of the prior collection activity.Mr***, we regret your initial experience was unfavorable and hope to have another opportunity to provide for your insurance needs in the future. If you have further questions or concerns, please contact me directly. I will be happy to assist you.Sincerely,*** ***Associate Customer Care SpecialistCustomer Care UnitPersonal Insurance Distribution Operations

Dear Mr***,This is in response to your additional correspondence to the Revdex.com we received December 22, 2015. I appreciate the opportunity to further respond.Our records reflect the $refund check was cashed on December 23, I trust this resolves your remaining concern regarding the refund issuedMr***, we are sorry you decided to cancel your automobile policy and wish you the best in your future endeavors.Sincerely,*** * *** Associate Customer Care SpecialistCustomer Care Unit Personal Insurance Distribution Operations Phone: *** Fax: ***

***,Thank you for helping with this matter you have no idea how much it means to me that this was done
*** ***

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 # *** Liberty mutual has a responsibility to the public to present a fair and just opportunity for all to gain insurance win the company engages in fraudulent advertising in order to gain public interest that is not a company that should be doing business openly in the US it is my job to shut this down you judge people and demand higher rates for speculative interest of your own there is nothing fair about your process and procedures and all consumers should do Business with other companies who are upfront and honest sincerely *** ***
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 # ***
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 # ***.
Regards,
*** ***

Liberty Life received notice of your STD claim on October 11, You submitted a claim with a disability commencing October 12, 2016.Medical records on file are summarized as:9-9-2016: Time was spent today reviewing her current blood sugar readings, diabetic plan of care and laboratory
valuesShe indicates that she is feeling very wellShe is considering leaving her current job as she finds it too be stressful and would prefer to have more time to follow her interests and reduce overall stress levelShe continues to engage in aqua aerobics for a minimum of hour a dayShe walks her dog miles every evening.9-29-2016: Patient talked about taking medical leave of absenceShe wants it to be for three months to start.10-18-2016: Patient would like to speak to you about ***She stated that I ask too many questions and she does not want to be interrogated by meHer workplace continues to be very stressful and this has a negative impact on her overall ability to control her blood sugars.To assist in clarifying your medical conditions and any associated restrictions and limitations we conducted a clinical review with a nurse case managerThe review is summarized as:There are no records from date of disability forward that reflect notations or log of blood sugars or note any reported symptoms of hyper/hypoglycemia such as increased thirst, weight gain, blurred vision, sweating, dizziness, fainting or any ablab values to indicate uncontrolled diabetes.Your STD claim was denied November 9, on the basis that the medical information on file did not support that your conditions were of a degree and severity to preclude you from performing the essential functions of your jobIn the November 9, letter you were advised of your right to appeal and to submit any information to Liberty for consideration of your claim.We received your November 30, request for reconsideration of the denial of your STD benefits.The Certification of Health Care Provider *** form completed by *** *** on November 17, is summarized as:Patient with type Diabetes seven yearsHas experienced several major life events and these stressors have caused fluctuations in blood sugar readings and increased difficulty in managing diabetic controlSeen September 9, Leave 10-12--10-26-2016.Liberty Life notified you by our letter dated December 14, that we had completed our review of your appeal and determined that the denial determination would be maintained.You report that your claim was incorrectly processed as the denial letter stated you filed a claim for anxiety. Our review took into consideration all medical records on file On behalf of the plan sponsor, we are responsible for making a determination if you meet the definition of disability as defined by your planIn doing so, we review all of the medical records to assist in understanding the restrictions and limitations that result from your diagnosesOur records indicate that on behalf of the plan sponsor we are conducting a further medical review.Our records indicate that you spoke to *** ***, Manager, regarding your service issuesAny questions regarding your claim should be directed to Mr***

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 still feel ripped of! What does that mean reinstated motorcycle policy to cancel? Why is there a fee for that? My husband and I both called them multiple times to get an explanation on why the bill went up so high. Each person told a different story. One was cause the crime rate went up in our area, another was cause of a MVR report and then the fall back story of, across the board increase. Nobody ever gave us a legit reason. We have a cancelled letter from Liberty dated Nov16, 2017, on Nov22, they are still taking money out of my account!!!
Regards,
*** ***

RE: Personal Automobile Policy: *** Tenant Policy: ***Liberty Mutual Fire Insurance Company/ *** ***
Dear Ms***,
This is in response to your August 18, correspondence to the Revdex.com regarding your policiesI appreciate the
opportunity to respond to your concerns and apologize for any miscommunication that occurred resulting in your unanticipated payroll deduction
The above automobile and tenant policies initiated in 2008, subsequently renewed each year, most recently March 1, and February 8, respectivelyYou selected payroll deduction as your preferred payment method which continued on renewal
We issued a $payroll bill July 16, to your employer ($for the automobile policy and $for the tenant policy)Our records reflect this amount was scheduled to be deducted from your August 5, paycheck (You referenced the pay date was actually August 6, 2015)
On July 21, 2015, five days after the bill issued, you spoke with our sales office and your policies were cancelled effective July 18, at your requestAfter cancellation, a $refund check issued to you July 28, reflecting the refund due for the unused portion of the policies based on the July 18, cancellation date
Since your employer was billed before we were notified of your intent to cancel, we were unable stop the previous bill from issuanceIn response to the July 16, bill, we received payments of $for the automobile policy and $for the tenant policy August 20, Since there was no premium due, refund checks for $and $issued to you August 20, Please allow seven to ten business days for receipt
Ms***, we regret your decision to cancel these policies and are sorry to have lost you as a customerBilling histories are 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: *** 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 # ***.
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 # ***.
In an email provided Nov from ***h *** from library mutual we owed nothing more Then money was taken from our account without our permission We would like this placed back in our accountRegards,
*** ***

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,
*** ***

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 # ***
[Per email received
from you, I did understand that Liberty Mutual will contact me (my company) directlyHowever, as of today, days later, Liberty Mutual didn't contact me in any way : not by phone, not by email and not by sending a letter in the mail]
Regards,
*** ***

Dear Ms***,This is in response to your July 26, correspondence to the Revdex.com. I was asked to review and reply to your concerns. I appreciate the opportunity to respond and hope to provide you with the clarity you are looking for.Our records reflect we were asked
to implement this policy with you and Mr*** * *** listed as named insured. When notified of a divorce, it is critical no one is left uninsured. While I am truly sorry your experience has been unfavorable, we have a responsibility to both named insured to prevent any lapse in insurance coverage that could have dire financial and/or legal consequencesSimilarly, if we had received a request from Mr*** to cancel the policy, we would not have proceeded before confirming you had secured alternate insurance. Your correspondence mentioned that you had provided Liberty Mutual the divorce decree over three years ago. I regret there are no records of this document. In addition, we do not retrieve the registration information from the Connecticut Motor Vehicles Department as you indicated.As previously explained, once you provide proof the *** *** is registered solely in your name, we will cancel the policy. We have also attempted to contact Mr*** *** by phone and mail. With his permission, documentation would not be required. However, we have been unsuccessful in reaching himYou may forward the required information to me by facsimile to *** email attachment to *** or mail to ** *** *** *** ** ***. Once received, I will cancel the policy for the date specified. Ms***, you are a valued customer and we regret you continue to have unresolved concernsIf 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 SpecialistCustomer Care UnitPhone: *** Fax: ***

November 30, RE: Revdex.com Complaint Number: *** Underwriting Company: LM General Insurance Company This is in response to your correspondence of rejecting our response to the complaintAs stated in the original response, there are several different characteristics that are factored in with policy are writtenLiberty Mutual does not write policies based on what the vehicle is worthOur position remains the sameAt this time we are requesting to close the complaint due to no new information being presented Very Respectfully, The Presidential Service Team

RE: Personal Automobile Policy: *** LM General Insurance Company/ NAIC: *** Dear Mr***,This is in response to your additional correspondence to the Revdex.com regarding your auto policyI appreciate the opportunity to respond further.The letter I provided is the legal cancellation notice for when a policy is going to cancel for non-payment of premiumIt provides a specific date in which coverage will terminate and specifies the reason for cancellationThe fact that it also provides you a way to prevent cancellation is done as a courtesy. We do not send correspondence by certified mail, we are only obligated to verify that the notice was mailedI provided you that documentationThe notice you received clearly states that it is the cancellation notice, and outlines the terms of the cancellationNo further documentation was warrantedWe do not notify our agents of every change involving a policyWhile they are free to review policies themselves, I cannot guarantee they will be aware of every policy that cancels for non-payment of premium.Regarding refund of premium, we issued you a refund for the overpayment on February 15, 2017, which you cashed on or around May 23, No further refund is warranted.Mr***, if you have further questions or concerns, please feel free to contact me directlyI will be happy to assist you.Sincerely,*** ***Customer Care SpecialistCustomer Care UnitPhone: *** *** ***

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.Liberty Mutual has consistently refuse to abide by their own policy. I have done what I was supposed to do all three times, but "Liberty Mutual" has concurred with error on their behalf. I followed all rules, but Mr*** *** was allowed to make all changes without notification. I am a consumer that has been very efficient in paying my money on time since I am still paying homeowners insurance through Liberty Mutual. I have complied with all policies implemented by Liberty Mutual. There is a double standard and they have escalated the situation. There is this notion that they have not done anything wrong. I have names and dates that need that can be reviewed and the Louisiana Insurance Commissioner needs to be notified in regards to the reluctance of Liberty Mutual to follow there own policies. I am willing to pursue this situation between the mistreatment of Liberty Mutual on my behalf. Thank you.?
Regards,
*** ***

Dear Mr***,
This is in response to your September 11, correspondence to the Revdex.com regarding your automobile policyI have been asked to respond to your concerns and appreciate the opportunityPlease accept my apology for the delay in my response as your concern was
only recently directed to my attention for handling
This policy initiated effective March 25,
At the policy inception, you elected monthly Electronic Funds Transfer (EFT) as your preferred billing method and selected a withdrawal date of the 25th
You indicate in your correspondence that you contacted us after your July 25, payment to change your bill day to the 18th of each monthHowever, our records indicate you contacted our customer service department on July 29, and requested to change your bill date from the 25th of each month to the 8th of each month, not the 18thYour request was processed and an EFT withdrawal notice issued to you August 24, confirming your September 8, scheduled deduction
In your correspondence you also indicate that a payment was deducted from your bank account on August 8, 2015; however, this is not consistent with what occurredWith automatic EFT billing, any changes made to the billing date must be made fifteen days in advance of the next scheduled withdrawalThis allows ample time to issue an EFT withdrawal notice reminding you of the withdrawal date changeSince you contacted us on July 29, and August 8, was only ten days later, there was no payment scheduled for August 8, Instead, you skipped a month and your next withdrawal was scheduled September 8, for $
You contacted our customer service department on September 10, to advise your bill day should be the 18th rather than the 8thYou also indicated that due to the September 8, EFT withdrawal your financial institution assessed a $overdraft feeAt this time we provided you with a fax number to submit a bank statement confirming the $fee was a result of the September 8, Liberty Mutual paymentUpon receipt, we advised your reimbursement request would be reviewedHowever, we do not have a record of receiving any documentation
We also sent a request to our billing department to have the September 8, payment of $credited back to your accountAs referenced earlier, we are unable to change the automatic EFT withdrawal date unless the date is days or more in advanceWe therefore advised once the $was refunded a separate $payment could be remitted by you on September 18, We also changed your bill day to the 18th of each month, so the next automatic EFT payment was scheduled for October 18,
On September 11, we contacted you and left a message stating that in order to have the September 8, $EFT payment reversed, we needed to initiate a conference call with you and your bank to ensure the $payment would not be returned as unpaidMost financial institutions will submit funds on an account holder’s behalf when payment is requested, then retract the funds if they are not available within two weeksTherefore, in order to reverse the payment, we needed to confirm the payment would not be returned
Our records reflect you called back on September 14, and indicated you did not want to proceed with the payment reversalYou therefore did not remit a separate payment on September 18, Since the withdrawal date was changed to the 18th going forward, an EFT withdrawal notice will issue to you fifteen days in advance of your next EFT payment scheduled October 18,
While we appreciate your concern, our records do not indicate we received a request for an EFT withdrawal date change to the 18th of each month until your September 10, telephone callAfter reviewing the transactions I was therefore unable to determine a Liberty Mutual error had occurredHowever, as a courtesy to a valued customer, I am willing to revisit your reimbursement request for the overdraft fee you incurredPlease send me a copy of your bank statement which shows the overdraft fee was applied due to the September 8, paymentOnce received, I will review your request for reimbursementYou may send the statement via facsimile to *** or by mailMy mailing address is:
*** ***
Liberty Mutual Group
** *** ***
***, AZ ***
Mr***, we thank you for allowing us to provide for your insurance needsPlease also feel free to contact me with any additional questions or concernsI will be happy to assist you
Sincerely,
*** ***
Customer Care Specialist
Customer Care Unit
Personal Insurance Distribution Operations
Tele: 1-*** | Fax: 1-***

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 would like to take liberty mutual up on their offer to retro activate the gap insurance coverage to add it to my coverage on the *** *** This was never offered to me initially In fact it too a Revdex.com complaint and a MD Insurance Administration complaint to get this correctly offered Please attach the quote and give written confirmation of the gap insurance coverage was added as well I also just left you a detailed voicemail requesting this My cell is: *** *** *** thank you Regards,
*** ***

This is in response Complaint # *** was filed on 3/29/by *** ***The complaint was received 3/29/by the Presidential Service TeamI appreciate the opportunity to respond.I have reviewed the billing for the policy *** through CBSA final payment on the Policy
Period 08/22/thru 08/22/was never receivedThis caused a transfer of $to be applied to the renewal on 08/22/17.No payments were received for the term 08/22/to cancel date 03/09/So the previous policy amount $and the coverage for the renewal is $The total outstanding due on the policy is $554.67.I hope this clarifies the outstanding balance and how the balance was calculatedYou may contact the customer service department at *** to make that payment