GENTERA

Dear Mr***,This is in response to your July 24, correspondence to the Revdex.com. I am sorry to hear of the damage to your home. I understand how valuable your time is and I regret the frustration you must be feeling and the inconvenience caused by this
loss. I appreciate the opportunity to respond to your concerns.Our records reflect you contacted our centralized sales office July 1, and requested quotations for automobile and homeowner insurance policies. The above referenced homeowner policy was initiated effective July 2, at your request. The enclosed application signed by you July 4, indicates a 10% wind/hail deductible is applicable to this policy as shown below:Losses covered under Section I are subject to a deductible of $1,000.Losses resulting from Wind/Hail are subject to a deductible of 10% of your Coverage ADwelling Limits.Losses resulting from a Named Storm are subject to a deductible of 10% of your Coverage A Dwelling Limits.In addition, a policy packet issued to you July 4, confirming the 10% wind/hail deductibleThis packet also contained a notification requesting that you review the information carefully and contact us with any questions. However, our records do not reflect any concerns were brought to our attention prior to the loss. Our policy contract with you obligates us to investigate and pay all covered losses under the policy. However, we are unable to extend coverage beyond what is specifically outlined in your policy provisions and Declarations page.Regarding your request for a copy of the call recording, Liberty Mutual randomly records incoming calls to our sales or customer service departments. If a transaction is recorded, the recording is retained for a limited time for quality assurance. These recordings are proprietary and used for coaching and training purposes only and are not released to customers. As confirmed by the policy documents issued to you, the provisions, limitations and exclusions of your insurance policy, including your policy Declarations, will determine whether a claim is coveredOur claims department issued a letter to you July 28, along with an estimate confirming the damages were less than the agreed upon deductible. Mr***, we appreciate you bringing your concerns to our attention. I regret my response could not be more favorable. If you have any other questions or feedback to share, please do not hesitate to contact meI will be more than happy to assist you.Sincerely,*** * *** Associate Customer Care SpecialistCustomer Care UnitPhone: *** Fax: ***Enclosure

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,
*** ***

This is the additional response to the rebuttal for case ***It was never the intention to randomly increase a policy for home insurancePremiums are based on many factorsThe amount of the qualified claim paid was the primary contributor to the change in premium for Ms*** policyLiberty Mutual takes the financial responsibility to our policyholders seriouslyWhen a claim is filed lesser quality replacements are not consideredAs with all A rated insurers, the objective is to return the policyholder to the same state before the incidentThe policy contract with the policyholders obligates Liberty Mutual to investigate and pay all covered losses under the policy. Liberty maintains the premium is correct based on the current information

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,
*** ***

I have been unable to locate a claim with the information provided. I did call the claimant and left a voice mail message, but have not heard back. Please provide a claim number and the name of our insured or any other information that may help us locate the claim.Thanks You,***
***

November 21, Revdex.com of Eastern MA, ME, RI, & VT Donald Lynch Blvd, SteMarlborough, MA 01752- Re: Revdex.com Complaint Number: *** Complainant: *** ***
Life Policy Number: No Policy Type of Coverage: Life Insurance Quote Underwriting Company Name: *** *** *** Company of Boston NAIC#: *** Dear Sir or Madam: I am writing in response to the complaint filed with the Revdex.com on November 15, by *** ***. In his letter, Mr*** stated that *** *** *** Company of Boston (“Liberty Life”) tried to sell a life insurance policy to him insuring his girlfriend. Mr*** states that he is concerned that if he purchased the policy, upon making a claim, Liberty Life would void the policy because there is no insurable interest. Our records indicate that Sales Associate *** *** contacted Mr*** on November 15, to discuss his life insurance needs. Mr*** advised Ms*** that he already had life insurance. Ms*** further inquired as to whether his wife would be interested in life insurance since his automobile and homeowner’s policies indicate he is married. Mr*** advised that he was not married and that his girlfriend already had life insurance. Ms*** advised Mr*** to contact her for assistance if his needs change in the future. Ms*** recalls that the conversation was short and denies that the discussion included a suggestion that Mr*** purchase life insurance for his girlfriend. Liberty Life refutes Mr*** accusation that it would intentionally accept premium on a life insurance policy knowing that no insurable interest exists. There was no discussion regarding Mr*** purchase of a life insurance policy on his girlfriend and, therefore, no inquiries were made to determine the existence of an insurable interest. Additionally, based on state law, insurable interest could exist between a boyfriend and girlfriend and that determination would be made prior to issuing a policy Should you have any questions, please do not hesitate to contact us at the address below. Sincerely, *** *** Compliance Consultant *** *** *** Company of Boston *** *** ***
*** ** ***

RE: Personal Automobile Policy: *** Liberty Mutual Insurance Company/ NAIC: *** Dear Ms***,This is in response to your April 27, correspondence to the Revdex.com regarding your auto policyI have been asked to respond and appreciate the
opportunity.I regret the difficulties you encountered in speaking with specific representativesThe representatives you were working with are in our national service center and as such are continuously on calls and are commonly unavailable for direct transfersI apologize that proper expectations were not set with this regardWe have referred this internally to ensure proper coaching/training is completed to avoid similar issues in the future.Our records do not support that you contacted us on December 11, regarding cancelling your policyIn fact, our records indicate that you contacted us December 30, to update the address on your existing auto policyOn January 7, 2017, our records indicate you first advised us you intended to cancelWe stopped the automatic billing and awaited notification from your new insurer as required in Massachusetts. While *** is a Liberty Mutual company, its policies are underwritten and serviced separately from Liberty Mutual*** agents cannot access or change Liberty Mutual policies, and Liberty Mutual agents cannot access or change *** policiesI regret that the required form was not successfully sent from one company to the other.We received a call from a *** agent on February 14, regarding cancelling this policyThe representative on that day provided their direct email and confirmed receipt of the documentHe then processed the cancellation accordingly, effective January 6, 2017, when the new policy began.When Liberty Mutual policies in Massachusetts are cancelled midterm at the customer’s request, the policy premium is adjusted based on our short rate rulesBecause the full policy term is not fulfilled, the premium is not prorated per day, but instead adjusted based on the shorter length of time the policy was in effect. As such the final balance after cancellation was $A final bill of $was issued February 14, due March 6, An email reminder of the balance due was issued March 8, advising that if the balance remained unpaid by March 26, it would be referred to collections. Liberty Mutual Insurance utilizes a third party, *** *** *** (***) to collect the outstanding balances on cancelled policiesAfter the balance remained unpaid, it was referred to *** for collection*** is the only entity authorized to make payment arrangements, as such once a policy has been referred to collections, it is common for our representatives to suggest speaking with them.As previously stated the increased balance due was not a result of any fees, but the short rate cancellation provisionsThe $balance remains due for the coverage provided. Ms***, I have enclosed a copy of the billing history to show how the balance due was calculatedI hope that I have been able to provide the clarity you desiredIf not, or if you have further questions, please feel free to contact me directlyI will be happy to assist you.Sincerely,*** ***Customer Care SpecialistCustomer Care UnitPhone: *** *** ***Enclosure:

Dear Mr***, This is in response to your additional correspondence received through the Revdex.com on April 21, regarding your homeowner policyI regret our previous response did not satisfy or resolve your concerns; however, our position remains unchanged Our records indicate that you have chosen to pursue this concern further through the Department of Insurance. Please note that we will respond as is appropriate through that channel Mr***, thank you again for reaching out. Regardless of the frustration this situation has caused, we value you as a customer Sincerely, *** *** Associate Customer Care Specialist Customer Care Unit ** *** ** ***

Dear Mr***,This is in response to your correspondence received through the Revdex.com on May 23, regarding your automobile policy. We apologize for the unanticipated payroll deductions that occurred and regret the inconvenience and frustration this matter caused.
I appreciate the opportunity to respond.This policy initiated effective April 16, with an annual premium of $5,472. Due to the remittance process on some payroll accounts, it is to have a delay between our request for payment and the payment being applied to your policy.*** is a subsidiary of the *** * *** Companies who quotes and binds Liberty Mutual Insurance auto and property products to their customers. A single bill for the policy balance was issued to *** April 15, The amount withdrawn from your payroll would depend on the number of pay cycles remaining for the policy term at the time *** received our bill.For example, for an employee on a bi-weekly cycle this would be twenty-six pay cycles ($5,divided by = $210.46); however, if twenty-six cycles are not available the annual premium will be divided by a lesser number of cycles. Based on the amount you indicated was withdrawn from your check it appears there were only twenty-three cycles remaining ($5,divided by = $237.91).Per your request, this policy was cancelled effective May 20, and your balance remaining was reduced to $510. A notice was issued to *** to remove the policy from payroll deduction. At this time Liberty Mutual has not received any payroll payments from your employer. Again it is to have a delay between our request for payment and the payment being applied to your policy. Once any payments have been received your balance remaining will be adjusted accordingly.Please note that the annual premium of $5,did not change, rather it is the number of payroll cycles used to determine the per paycheck deduction that resulted in a higher deduction than anticipatedIn addition, our records do not reflect we quoted a monthly payment of $as you referenced. The application you signed on April 16, confirmed the annual premium was $5,472. Based on this annual premium, the monthly payment calculation would not be $210, rather this is the bi-weekly amount based on the annual premium divided by twenty-six weeks.I sincerely apologize for any confusion this may have caused and feedback has been provided to the appropriate management for review.Mr***, we are sorry to have lost you as a customerIf 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 Distributions OperationsTele: ***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 # ***.. Thank you for your response and although that is your policy, the multiple agents I have spoken with from ***, *** and *** *** have all said that they are notified immediately when one of their policy holders have a cancellationAlso, they said that a certified letter is the normSo I think the best route forward is that all of your policy holders should have to be notified that your company does not meet the standard norms that at least these other companies doThe fact that you feel no obligation to notify either the end user or their agent as per your statement above, is pretty frightening and alarming to say the least! If I were still a LM policy holder, I would want to know that my insurance company does not feel obligated to inform me of these very serious matters.The only remedy at this point would then be to make sure that your policy holders are notified--a simple and not costly remedy
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.
Regarding the reference made to the cancellation of auto policy for the *** and *** does not have any bearing to the complaint I have submitted as that policy was my wife's auto policy and the refund was made to an entirely different account. When I cancelled my auto policy on July 27, 2016, the Liberty Mutual representative stated that the refund would be issued to me via check without problem or delay due to the recent closure of my bank account The reason for closing my account with *** was due to the fact that there is not a *** institution in the state of Colorado where I now reside and I had no other option but to close the account before I left the state of California. I spoke with *** *** on 10/6/and a three way conference call took place with *** where it was once again confirmed that my account had been closed on 7/11/ *** gave Ms*** a "refund reference number" of *** which Ms*** stated was needed to verify the refund had been rejected by the institution I had numerous phone calls with several different representatives without resolution Ms*** was the most recent representative that I spoke with and she assured me this would be resolved once they (Liberty Mutual) received the refund reference number. Ms*** also stated during our conversation on 10/6/that she would contact me the next day with an update and that this issue should be resolved by Friday 10/7/ I did not receive a phone call from Ms*** as she had assured, so I emailed her yesterday (10/12/16) asking for an update regarding my refund and asked that she contact me. I have been more than fair and patient in working with Liberty Mutual and the representatives and have asked only to be treated fairly and to have my refund immediately re-issued to me in the form of a check.
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,
*** ***

RE: Homeowner Policy: ***
Liberty Mutual Fire Insurance Company/ NAIC: ***
Dear Mr***,
This is in response to your June 26, correspondence to the Revdex.com regarding the refund on your homeowner
policyIt was a pleasure speaking with you July 6, and I appreciate the opportunity to respond to your concerns
On behalf of Liberty Mutual Insurance, please accept my apology for the delay in receipt of your refundI regret the inconvenience this matter has caused
This policy initiated effective September 28, 1998, subsequently renewing each year, most recently September 28, with an annual premium of $1,The physical and mailing address applicable to this policy was *** *** *** *** *** ** ***A $1,payment was received from your mortgagee September 23, to pay the annual premium in full
You contacted our sales office May 8, and reduced the dwelling coverage from $230,to $200,and increased the deductible from $to $1,effective May 9, The annual premium was adjusted from $1,to $1,A $pro-rata credit was applied to the policy balance May 8, and a $refund check issued to you May 8,
This policy was later cancelled effective May 15, at your request as you indicated alternate coverage was obtainedA $cancellation credit was applied to the policy balance May 27, and a $refund check was issued to you May 27,
You contacted our customer service department June 4, and advised the refund checks previously issued to an incorrect addressThe mailing address was updated at your request; however, I regret our representative missed the additional step that was required in order to ensure the refund checks were re-issued to the corrected addressWe have addressed this matter with additional training
A $refund check was issued to you June 25, ($plus $435) at the address you requested (*** *** *** *** ** ***)Please allow seven to ten business days for receipt
Mr***, we regret your decision to cancel this policy and are sorry to have lost you as a customerIf 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: ***

Hello Ms***, This is in response to the complaint received December 29, 2017. We are truly sorry to have lost you as a customer and regret your refund was not received when anticipatedI am happy to provide an update on the status of your refund First of all, please
accept my apology that your service experience was unfavorableI asked the appropriate management in all the areas involved to review what we could have done differently to ensure a positive experience for a valued customer The $refund issued as a check through the mail on December 29, 2017. There is an approximate timeframe of 7-business days before the check may be received by you. We appreciate the time you allowed us to provide for your insurance needs. Thank you again for reaching out

December 7, Revdex.com of Eastern MA, ME, RI & VT Donald Lynch Boulevard, Suite Marlborough, MA 01752-Re: Complaint #: *** Company, NAIC #: Safeco Insurance Company of Illinois NAIC *** Thank you for your letter dated December 2, regarding the potential effect a claim
would have on this policyholder’s automobile policySafeco’s policy contract with the policyholder obligates us to investigate and pay all covered losses under the policyWe cannot anticipate before the initial reporting of a loss what the total claim payout will be or what affect it will have on the policyholder’s premium as there are several factors that affect a policyholder’s premium subsequent to filing a claimThese factors include but are not limited to: the amount of the claim payout, the at-fault/not-at-fault accident classification, the policy’s claim history, our accident forgiveness policies and the policyholder’s discount provisionsWe understand that the policyholder is requesting the surcharge amount to determine whether to file a claimHowever, given the above factors and their unknown effect on the policyholder’s premium, we cannot provide him with an anticipated surcharge amount prior to submitting an actual claim for his most recent accidentIf you have additional questions regarding this matter, please feel free to contact our service department at *** ***Sincerely,
*** *** Compliance Analyst II

Dear Ms***, This is in response to your October 23, correspondence to the Revdex.comMy attempt to reach you by telephone was unsuccessfulI am truly sorry your experience has been unfavorable and appreciate the opportunity to respondOur records indicate you initially
contacted us on August 31, to cancel this policy and were advised that we require a Notice of Transfer of Insurer, or 2A form, from your new carrierWe received a copy of the Declarations page from your new carrier on September 4, 2016; however, the required document was not receivedOn October 13, 2016, you called with the new carrier on the line and we advised that we had not received the 2A formAgain, on October 20, 2016, you contacted us to confirm receipt of the formWhen we advised it had still not been received, you committed to contact your new insurance company to fax it again.Regrettably, to date, we have not yet received the required 2A formOnce received, we will cancel this policy effective the date your new policy startedHowever, if your new policy started on August 31st as we were previously advised, please note that there is no refund owedInstead, a revised bill will issue to you for the premium due while the policy was active based on the cancellation provisions of this policy. If your new insurer faxes the required documentation directly to me at ###-###-####, I will ensure expedited processing and contact you directly to confirm the cancellation has been completed and advise you of the final balance due.Ms***, we appreciate the time you allowed us to insure your vehicle and we are sorry you have decided to leave usIf you have any additional questions or concerns, please feel free to contact me directlyI will be happy to assist you.Sincerely,Liberty ***Associate Customer Care SpecialistCustomer Care UnitPersonal Insurance Distribution 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 # ***Please add your rejection comments below.
I Liberty Mutual, You presently possess the unfortunate burden of crossing a College educated individual, as you are about to see when I complete the lawsuit that I have already drafted and will file pro seWhoever is giving you your information is lying to youyou do not have my voice on any recording asking you for a Florida policy because your representative talked to *** *** the whole timeGod will witness and support my future actions against youI WANT YOU TO KNOW I'M NOT STUPID YOUR REPRESENTATIVES ASKED ME TO FAX 'THE BILL OF SALE FOR THIS CAR THEY DID NOT ASK FOR THE REGISTRATIONAND NOW YOU ASK ME FOR THE REGISTRATION (WHICH I HAVE, AND MY NAME IS NOT ON IT) BUT YOUR THE ONE WHO INSURED THE CAR AND TRYING TO PUT ME THROUGH THE HOOPSYES YOU WILL SEE THE REGISTRATION, BUT IT WILL BE ATTACHED TO THE LAWSUITWHOEVER WROTE THIS POLICY SUPERIMPOSED MY PREVIOUS INSURED INFORMATION ONTO THIS POLICY AND YOU WILL PAY FOR IT
Regards,
*** ***
***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
This response does not address the fact that I read my personal banking information over the phone to an employee who assured me the issue was resolved then almost an entire month later I was notified there was still issue with the Electronic payments I canceled my coverage as soon as I was notified, if I was notified sooner I would have canceled soonerYou mismanaged my account and mixed up my banking information. This response does not address the fact that when my Pro-rate for right track was canceled without my notification and it brought my premium +93$ but when you realized your mistake and changed it back it only went down -83$The Right track discount was canceled (again, without my notification), and the Customer service representative I spoke to on the phone even admitted it must have been a mistake on your part. I understand the simple math of how an insurance policy works, but minus doesn't equal 0. The issue that made me cancel this policy was the mismanagement of my account(I repeat again because it seems to have been missed the first time) As far as a resolution you misunderstand me. The bill for July I acceptedThat is not the final bill I was referring to. The final bill was referring to the interim time where I received no notification, for TWO AND A HALF WEEKS, of your inability to enter a simple account and routing number correctly which resulted in my next bill (due a week and a half from the date of your notification) doublingI would have canceled on the 20th of July (when I was incorrectly told the issue was resolved) if I could have predicted how poorly this company deals with customer accounts. I am disputing the two and a half weeks of account mismanagement that if proper care and notification had been given my account would have been closed weeks prior.
*** ***

Dear Mr***, This is in response to your additional correspondence to the Revdex.com regarding your snowmobile policyI appreciated the opportunity to speak with Ms*** on two occasions in order to rectify your concernI am happy to respond with a favorable outcome
Due to the difficulty you have experienced and the specific circumstances surrounding this cancellation, we have provided a one-time premium credit to the policy. This will result in a zero balance on the policy and, subsequently, we will be notifying Credit Collections Services and, as previously stated, there has been no adverse credit reporting as a result of the prior collection activity Additionally, the policy insuring your All-Terrain Vehicles (ATV) is still active, as we have not previously received your acknowledgment that the policy would be cancelled without refundPlease contact me directly at ***.***@***Mutual.com or at the telephone number below to provide this acknowledgment so that I may finalize the request to cancel the ATV policy effective August 23, 2016, per your original request, which corresponds with the date you obtained new coverage Mr***, thank you for reaching outAgain, we are sorry to have lost you and Ms*** as customersIf you have any further questions or concerns, please contact me and I will be happy to assist you Sincerely, *** *** Associate Customer Care Specialist Customer Care Unit *** *** *** ***