GENTERA

RE: Personal Automobile Policy: *** Liberty Mutual Insurance Company/ NAIC: *** Dear Ms***,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 due. Unfortunately, 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 experience. Liberty 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 rates. Ms***, 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,*** ***Customer Care SpecialistCustomer Care UnitPhone: *** *** ***

RE: Personal Automobile Policy: *** LM Insurance Corporation/NAIC: *** Dear Mr***,This is in response to your additional correspondence to the Revdex.com regarding your automobile policyI regret that my response was unfavorableI appreciate the opportunity to further reply.As stated in the prior response, I expressed our policy provisions, as filed with the North Carolina Department of Insurance (NC DOI), require a new policy to be written if a vehicle is solely written in your son’s name. Therefore, another insurer may file their policy provisions differently and must abide with their filling, as we must. Again, the information you received from the North Carolina Division of Motor Vehicles (NC DMV) is separate from what we filed with the NC DOI. You are correct in stating there is no law that requires this. However, this is where the NC DMV and insurance answer to different authorities and can be confusing as we consumers have to navigate between the two.Regarding the payment, our records indicate that you intended to add the vehicle and your son and willingly made payment on the policyThe decision to add your son and his vehicle fluctuated many times on May 14, During one of the conversations where you wanted to add him, the payment was intentionally made by you. However, once the details were completely understood surrounding the registration and ownership of the vehicle, your son and his vehicle was not added and the payment was reversedMr***, I am sorry for the frustration you have experiencedIf you have any unaddressed questions, please contact me directly and I will be happy to assist you.Sincerely,*** ***Associate Customer Care SpecialistCustomer Care UnitPhone: *** Fax: ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
Although it was a pleasure to speak with Mrs*** on this matter, and I felt that she had good intentions and my good interests at heart, as well as the amicable resolution of my grievances with Liberty Mutual, I cannot accept her resolution on this matter, nor Liberty Mutual's response to this issue. To be specific: I found her explanation on the Accident Forgiveness portion of my grievance to be completely absurdAt the time of my covered loss, I inquired extensively, over a period of weeks, during the resolution, as to whether this loss would be forgiven under Accident Forgiveness - with many different representatives of Liberty MutualAll of them stated at the time that it would be*** *** herself stated she saw records of these numerous communications in the notes for my file dating back to When we spoke on the matter, *** claimed that the Liberty Mutual policy was the "final say" on all matters, and that it stated "experienced" drivers were eligible for accident forgivenessHowever, NOWHERE in the terms, definitions, exclusions or declarations is the term "experienced" definedWhen I asked for a definition from Liberty Mutual's representatives in the past, they assured me I fell under this headingNow, Mrs*** says I do not. If I cannot trust Liberty Mutual's PAID REPRESENTATIVES to know the definitions of their own terms and policies, I cannot in good conscience consider Liberty Mutual to be dealing with me in an upfront and honest mannerThe time to correct this misunderstanding was immediately after my accident - not one year later, when I went in for renewal. In regards to the misapprehensions I had over the "quote" I was offered, I have accepted Mrs***'s statements that the actuarial tables for my area were not drawn up at the time that quote was givenWe have agreed mutually that I should have been made aware that the quote would change upon renewal, and I have accepted that one (1) month in advance of the ACTUAL policy start-date is an adequate time-frame for the quote to be updatedI was under an initial misapprehension that because I was given the renewal quote days after the policy update quote, that the information had been previously availableWhile it is frustrating I was mislead in this way, it is an understandable miscommunication. I have attached my initial policy for review, to substantiate my claims that the term "experienced" is nowhere defined within this binding legal document outlining the extent of Liberty Mutual and I's contract*** *** claims that it is "industry standard" that "experienced" means a certain term (3-years driving) - but again, this does not appear within my policy, and it did not arise during my numerous, repeated conversations with Liberty Mutual's representatives A guarantee, a promise, was made by numerous Liberty Mutual representatives, that I would be granted Accident Forgiveness for the covered incidentIf I am to be surcharged because it cost more to pay out, so be it, but I will NOT accept a resolution whereby Liberty Mutual is allowed to ignore the economic harm it has caused me by my reliance upon the promises of their representatives in interpreting my policy. Not to put too fine a point on it: If the representatives of Liberty Mutual who are my sole point of contact for explaining and understanding my policy, are MISLEADING me as to that policy, I consider that to be both reprehensible and unsubstantiatable. Any company that does not stand by the promises of its employees and supervisors to its customers is a company I will bear continued grievance with. Thank you for your time and your considerationIt was a pleasure dealing with Mrs***, again, and I am grateful for her patience and her efforts at compromise, as well as her ongoing efforts to secure me a more reasonable rate
Regards,
*** ***

Dear Mr***, This is in response to your additional correspondence to the Revdex.com. I have been asked to further respondIn response to your request for confirmation the policy is signed and in effect through both an email confirmation and confirmation via your online account, I sent an email to you under separate cover with a copy of your Declarations page acknowledging we received your signed application and paperless policy consent form. Your documents should also be viewable online through your *** account.You also asked for an explanation of what occurred and why this issue was not resolved sooner. We explained in our March 1, email response to you there was an internal processing issue which delayed the cancellation of your earthquake policy. In addition, you reached out to us several times through multiple avenues, including our website, our customer service department and the Revdex.com. The individuals you originally spoke with did not disappear; however, your concerns were redirected to the attention of my team for handling.Lastly, in response to your request for compensation, please understand that there is no flexibility with the premium due. While we are truly sorry your experience has been unfavorable, we are unable to compensate you for time or inconvenience. However, we will strive to do better going forward.Mr***, if you have any other questions or feedback to share, please also do not hesitate to contact meI will be happy to assist you.Sincerely,*** * ***Associate Customer Care Specialist**Customer Care UnitPersonal Insurance Distribution OperationsPhone: *** Fax: ***

RE: Personal Automobile Policy: *** LM-General Insurance Company/ NAIC: ***
Dear Mr***,
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***, 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,
*** *** Customer Care Specialist
Customer Care Unit
Personal Insurance Distribution Operations
Phone: ###-###-#### Fax: ###-###-####
Enclosure

Please note that our previous response acknowledged that we only sought a diploma to confirm the highly educated worker discountIt was also acknowledged that an account credit was included in the price offer. In order to qualify for an account credit a home policy was required. Since it was our error in offering the homeowner versus renter account credit, we honored the quoted premium. Subsequent changes to the policy, such as adding vehicles, will change the term premium. Further, when the policy renews in the account credit will be amended to reflect a renter account discount

On August 12th after receiving the complaint, I immediately contacted Ms*** 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, 2015 by our customer *** *** and indicated that our driver was traveling in a roundabout traffic circle and was struck by another vehicle (Ms***). We did speak with Mrs*** the same day July 9th, and her details of the loss showed questionable liability therefore the insurance company and claims representative *** *** had to complete a full investigation into the auto accident. Mr*** received the police report on July 17th , which did cite our insured for being responsible for the accident. In the meanwhile Mr*** left numerous messages with our driver to obtain a statement to discuss the actual details of the loss. Mr*** 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 *** *** and would not be providing a statement. Immediately after that conversation with our customer we contact Ms*** 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*** on August 12th, in the amount of $3,495.70. 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*** 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 *** or phone *** Thank you for your time. *** *** ***

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 # ***
She is incorrect on several statementsOne, we never received the original forms she spoke ofI am sure they were lost in their system as that seems to be a common occurrence as noted by the fact that the form sent to us in may, which we immediately returned was noted by them to be received and lost when transferredThis came to light when our mortgage company informed us we were no longer covered by liberty mutual and they were going to cover us under their policyNo letter or emailed was sent regarding our loss of coverageThe loss of the form(sent to them in May) was admitted to our mortagage company on a three way call between my wife, *** *** and a representative at liberty mutualSo their statement that we failed to send that form is falseThey negligently lost the form during their processing between who we sent the form to and the main officeNext, she left out the part that several of their employees told us we were either covered during the final process or "not" covered, which left us not knowing whether we were covered or notThey also informed us we have not been covered since May 30, which was told to us by several of their employees with the final one saying since your policy was reinstated, it would have covered youBut in fact, if our house burned down July 5th, we would not have been covered and they want us to believe they would have covered us even though our insurance had lapsedNow to top everything off, the cancellation letter I sent them to cancel our policy was also lostEven though they sent am email stating they received it, they had no record of it and it needed to be resent to cancel the policyThis was only determined when we called to find out how the refund was going to be processedWe again had to send the cancellation form and it was sent to a person supposedly higher in the customer care chain of commandIt took several times sending it before we received once again, a letter confirming they received itNow we wait to see if our refund actually gets processed and sentThey also charged us for the time we were not covered
Regards,
*** ***

RE: Personal Automobile Policy: *** LM General Insurance Company/ NAIC: *** Dear Ms***,This is in response to your recent correspondence to the Revdex.com regarding your auto policyI appreciate the opportunity to respond
to your concerns.Your auto policy recently renewed effective May 2, We had made your renewal documents available to you through LibertyMutual.com on March 28, 2017, and a notification email was sent to advise that the documents were available to reviewAt your request, we cancelled the policy effective June 9, 2017.When your renewal was produced we retrieved updated information from the Massachusetts Registry of Motor Vehicles regarding your operator licenseThe state reported that you had only had your license since 2014, when you moved from Texas to Massachusetts, and obtained a Massachusetts licenseWhile I regret the inconvenience, and that it was not caught by the initial representative you spoke with, we did retroactively correct the rating error to the renewal date as requested.While you may have chosen to go to our competition due to the issues you experienced, the reason for cancelling the policy with Liberty Mutual was because you had obtained coverage with another insurerAny time a customer chooses to obtain coverage with another insurer after the first thirty days of a policy the short rate penalty is assessedThis is done in accordance with our approved rating rules and procedures. Unfortunately we are unable to honor your desired settlementWe are obligated to apply our rating rules and procedures equally to all customersWe are unable to waive the short rate penalty or issue any additional refundWe corrected the error in the rated premium, however, you still chose to obtain other coverage beyond thirty days after the renewalAs such the previously issued $refund was accurate.Ms***, I regret my response could not be more favorableIf you have any 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 # ***I cancelled the middle of June online and it was acceptedHowever, I DID NOT receive a notice to call the company neither at the time I placed the cancellation or afterSince the payment was I should receive MORE than $refundI should AT THE LEAST receive 1/of the premium which is $I am planning on contacting the organization that regulates auto insurance.
Regards,
*** ***

Dear Mr***, This is in response to your correspondence received through the Revdex.com on June 17, regarding your tenant policy. Please accept my apology for any miscommunication regarding your mailing addressI appreciate the opportunity to respond. My
attempt to contact you by telephone was unsuccessful. I added the PO Box address you provided in your correspondence as your preferred mailing and billing address. While researching your concerns, I noticed we received a request from you on March 17, to cancel this policy Our records reflect we responded by email to contact us by telephone so we may process your request. If a customer has moved and no longer needs insurance for their personal property at their prior residence, we will typically update the mailing address while processing the cancellation to ensure you receive any final bill or refund at your new location. However, policy records do not reflect we received further contact from you regarding your intentions If you have permanently relocated to the state of Georgia a new policy must be written if you are interested in continuation of coverage Please contact me directly at *** between the hours of 12:p.mand 7:p.mEastern time (9:a.mand 4:pm Pacific) to discuss your options further. Alternatively, you may contact our customer service department at ***, this team works extended hours seven days a week Mr***, you are a valued customerIf you have 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 Unit Personal Insurance Distributions Operations Tele: *** 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 below.
[If you are rejecting the business's response please enter your rejection comments here.]
Regards,
*** ***

Dear Ms***, This is in response to your June 10, correspondence to the Revdex.com. I appreciate the opportunity to respondOur sales representatives may follow up with prospective customers after an online quote is initiated to see if they may assist further with
completing the quotes. However, after receiving your correspondence, I added you to our do not contact list to prevent further telephone calls. We regret any inconvenience this matter has caused.Ms***, I appreciate you thinking of us for your insurance needs and wish you the best in your future endeavors.Sincerely,*** * *** Associate Customer Care SpecialistCustomer Care UnitPhone: *** Fax: ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** **

I am not able to find a policy or claim number for *** ***We would need the name of our insured and a claim number in order to locate the claim on this property.Thank you, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Dear Mr***, This is in response to the January 5, correspondence to the Revdex.comI have been asked to respond and I appreciate the opportunity. I see that you have some questions about your prior tenant policyI will be happy to assist youThis policy initiated
on January 14, and was quoted and bound onlineI regret there are no records to support we received a cancellation request and this policy eventually cancelled for non-payment of premium effective July 4, 2015. After cancellation, a $bill issued to you July 10, due July 30, reflecting the premium due for coverage afforded through the cancellation dateAs we did not receive your final payment within days of the due date, we forwarded the balance to a third-party collections vendor, *** *** Services, which is how all unpaid balances on cancelled policies are managed at Liberty MutualI apologize if you were surprised by this course of action, but it is one we must take when we do not receive final payments on cancelled policiesWe appreciate your $payment received January 8, and your balance due was adjusted to zero. There was no adverse credit reporting as a result of the prior collection activity.If you obtained alternate coverage prior to July 4, 2015, please contact me directly at *** *** or by email at ***, I will be happy to assist you with amending the cancellation date of the policy to reflect the date coverage was secured from your new carrier. We would issue any applicable refundMr***, I thank you again for reaching out with your questions about your policyI hope that I have answered all of your questions today. If not, please feel free to contact me. Sincerely,*** * ***Associate Customer Care SpecialistCustomer Care UnitPersonal Insurance Distributions OperationsTele: ***Fax: ***

Dear Dr***, This is in response to your correspondence received through the Revdex.com on September 12, regarding your automobile policy. Our records reflect we have responded to these same concerns on several occasions. While I understand you had hoped for a
different outcome, I regret our position has not changed As we previously mentioned, the $balance remains due for coverage provided through the July 1, cancellation date On August 3, we provided a detailed response and billing history confirming the balance due and have subsequently responded on August 25, and September 15, 2016. Each time we confirmed the balance is owedI attached a copy of our initial response and the billing history for your review. There is no requirement to remain insured with Liberty Mutual simply because a claim is pending and we have no records to support you were advised this was requiredThe accident you referenced did not impact your premium. Your renewal Declarations page confirmed there were no surcharges applied due to any accidents. Instead, it outlined a surcharge applied due to violations. There were three speeding violations that impacted your premium. Additionally, we advised you in writing at each renewal regarding when your first Electronic Funds Transfer (EFT) payment would be deducted. Although your policy renewed each year on February 16th, the first EFT withdrawal did not occur until over one month later on April 2nd, confirming that payment was made in arrears. We have an Electronic Funds Transfer Authorization agreement signed by you on February 11, 2004, confirming you selected this billing method The premium we charged was appropriate for the coverage afforded through the cancellation dateWe are unable to waive premium due based on a lower premium obtained from an alternate insurer or based on tenure, as you suggested. The $balance remains due Dr***, while we appreciate the time you allowed us to provide for your insurance needs, please understand any additional correspondence received regarding this same concern will not change our position. We consider this matter closed. If you have unrelated questions or concerns, please contact me directly. I will be happy to assist you Sincerely, *** * *** Associate Customer Care Specialist Customer Care Unit Personal Insurance Distributions Operations Tele: ###-###-#### Fax: ###-###-#### Attachment

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 # ***
The response you gave does not suffice logic If I hire an attorney to represent me I am paying for services I do not have the knowledge and capability to represent myself So the same in the insurance world I do not know what type of insurance policy I am in need of I gave you the information that I lived at one house, as usually one only lives at one house with their items to be insured at These houses are within no more than minutes from one another I did state this was my physical address both at the *** *** *** property and then the move to *** *** *** Drive, *** *** Property As far as any payment for the August incident there was not payment from your insurance as you claim We fixed it out-of- pocket after looking at what it would cost after a deductible The claim was due to a tree falling on our property It was a valid claim which we took care of ourselves.When the inspector from your agency contacted me I informed there were renters moving in so I needed this to be looked at before they moved in At that time I still was not advised the wrong type of policy was on this home You cannot claim residential on a rental property It makes us look like we were trying to do something dishonest You should have guided us as to what policy would be correct for what property we ownedIf you live at one, that is residential And if you own other property and do not reside, then that is a rental If you were an attorney this would be considered malpractice I have spoken with other insurance agencies and they insured me that it would be their responsibility to make sure we are properly insured as a residential or non-residential, especially when knowing that your client owns multiple homes
Regards,
*** ***

Hi *** *** Apologies for the missed communicationWe received your complaint with the Revdex.com and I just left you a voicemailHave you had your vehicle repaired? Can we recommend a shop in your area? What’s the best time to speak to you?