GENTERA

Dear Mr***,This is in response to your July 7, correspondence to the Revdex.com. I am sorry to hear of damage to your vehicle. I understand how valuable your time is and I regret the frustration you must be feeling dealing with the inconvenience caused by this loss
I appreciate the opportunity to respond to your concerns.I forwarded your feedback regarding your claim to our claims department and the appropriate management will address your experience. Liberty Mutual was founded on the promise of delivering expertise, showing care and compassion and making things easier for everyone who chooses to do business with usWe apologize if we failed to deliver on this promise and hope the service you receive going forward exceeds your expectations.Our claims department has been in contact with you on several occasions to discuss your claim, and spoke with you again yesterday. They will make the final determination if coverage will be afforded for this loss once their investigation is completeMr***, we appreciate you as a valued customer. 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: ***

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 belowI am rejecting the response Today I
have contacted Liberty Mutual again to try to resolve getting the motorcycle repairs paid for I spoke to *** *** for the first time today (I called him) and he told me that he had paid *** a check (directly to ***) in the amount of $and I received a check for $(which I will forward this money to ***) and still they are over $short for paying for the damages I spoke to *** and they have emails that show they have sent Mr*** the information showing money is stilled owed for damages My bike is repaired now but I am unable to pick it up because Liberty Mutual will not pay for the damages that their insured customer incurred to my bike This claim is almost four months old and I spend more time on the phone and emailing missing work to try to get my new bike repaired There is no reason that Liberty Mutual should not have picked up the phone and make this claim right What is it going to take to have this claim settled? I can send emails from myself and *** as proof if needed *** says that it seems like Liberty Mutual is trying to repair bike with used parts or to have bike repaired with the parts that were on the bike when damaged This is a NEW bike it needs to be repaired correctly with NEW parts This is wrong and there has been no good communication from Liberty Mutual to make this claim right We are very frustrated and very unsatisfied
Regards,
*** ***

Although we understand that the consumer may not be satisfied with our response, there is no additional information included in this rebuttal for reviewAt this time Liberty Mutual's position remains the sameIf there are some new or additional facts that you would like us to review, please provide that information.Thank You,*** ***

Dear Mr***, This is in response to your February 25, correspondence to the Revdex.com. I have been asked to respond. I am truly sorry your service experience has been unfavorable. Earlier this week, one of my team members emailed a response to
you addressing your concerns. I attached a copySince my team responds to customers on behalf of our corporate office and company executives, I assure you we are committed to resolving your concerns at the highest level. You indicated you are waiting for a policy to be reissued. Your additional condominium policy went into effect on February 10, 2016. It is our understanding you did not wish to proceed with signing the required documents until the cancellation was processed for the earthquake policy. The earthquake policy has been cancelledMr***, you are valued customer. I hope all you concerns have been addressed. We will strive to provide you with the excellent service you deserve going forward. Feel free to contact me with any additional questions or concerns and I will be happy to assist you.Sincerely,*** * ***Associate Customer Care ***Customer Care UnitPersonal Insurance Distribution OperationsPhone: *** *** ***

RE: Personal Automobile Policy: *** Liberty County Mutual Insurance Company/*** *** Dear Ms***, This
is in response to your May 31, correspondence to the Revdex.com regarding your automobile policyThank you for sharing your concerns regarding your experience with respect to the filing of your SR-22. As a valued customer, your feedback matters a great deal to usPlease accept my apology for your service experience. I understand how frustrating it must have been when you were uncertain about the process and experienced delays in receipt The Financial Responsibility Filing (FR), or SR 22, provides proof of insurance to the state for drivers convicted of offenses requiring they maintain financial responsibility for a certain period of time In most states, the Department of Motor Vehicles (DMV) schedules a hearing for the operator to appear. The SR-request is made by the customer and is relayed to the production team for processing. We received your request on May 12, and the completed document was issued by mail, as is the process in Texas, on May 15th. You can then contact the DMV for verification of receipt. Processing times vary per state, based on each individual DMV’s protocol Since this filing is mandated by the state, it is not something we typically provide a premium quote for as it is non-negotiable and not an option to decline to comply. In addition, we do not know the premium impact, if any, until the filing is completeHowever, the filing is now complete and your current annual premium remains unchanged We regret to hear of your experience while attempting to have your vehicle appraised for the March 26, lossIt is always our goal to provide customer service that exceeds the industry standardIn fact, Liberty Mutual was founded on the promise of delivering expertise, showing care and compassion, and making thing easy for our customersUnfortunately, we didn’t meet your expectations during our handling of your claimFor this, we are truly sorry and promise to do better. After a thorough review, we learned that the inspection of your vehicle was completed on April 22, Since then, a payment of $has been issued to you Ms***, I thank you again for reaching out regarding your concernsAs a valued customer, please feel free to contact me directly, if you have further questions or would like to share any additional feedback. I will be more than happy to assist you Sincerely, *** *** Associate Customer Care Specialist Customer Care Unit Phone: *** *** ***

Dear Mr***, This is in response to your May 11, correspondence to the Revdex.comI appreciate the opportunity to respond and hope to provide the clarity you are looking for.Please accept my apology for any inconvenience caused by the delay in removing your email address from
our no contact list, after you requested automobile and homeowner quotes from Liberty MutualWe appreciate the time you spent sharing feedbackIt is helpful so we may review what we could have done differentlyOur sales representatives may follow up with prospective customers after an online quote is initiated to see if they may assist further with completing the quotesI regret that you were unable to unsubscribe to the emailsHowever, after receiving your correspondence, I removed your name, address, phone number and email from our contact listIn the unlikely event any promotional mailings were pre-scheduled prior to today, there may be a final communication from us in the next 6-weeksAgain, we regret any inconvenience this matter has caused.Mr***, 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: *** *** ***

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 # ***
No comment and no additional response required
Regards,
*** ***

I spoke with *** *** directly on December 14th, and she explained the entire case to meMrs*** explained that at the time of the accident the passenger side mirror was taken off, it was a safety issue driving a minivan as she couldn't see down the side and she has two kids
Confirmed vehicle was not drivable. Mrs*** indicated that the shop received the initial sliding door and was dented in therefore they had to order a new door, when the door came it damaged the electrical mechanism on the door which caused further delays. She returned the rental the same day as the vehicle was repairedShe said that she even got into a smaller vehicle to reduce the amount paid out. After review of the case Liberty Mutual would honor the amount of $which was the full payout for her rental vehicle. Payment was made directly to Mrs*** on December 15th, to her home address.If you have any further questions, please contact me at *** *** - Claims Team Manager*** 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 # ***Please add your rejection comments below. I would very much like to resolve this issue but as it stands Liberty Mutual has not agreed to reimburse me for any of my out of pocket costs despite the fact that their driver was at faultThey have not asked how much I spent on this matter or even given me a call or direct email trying to agree to a fair monetary agreement regarding the damages caused by their driverI would like someone to reach out to me directly & I would like to be paid back for the losses I have sustained regarding this case.I would like whomever is handling this matter to call or email me so we can get this taken care of quickly, efficiently, and fairlyI do not feel as though I am asking anything unfair or out of line as their driver was at fault, 100% at fault according to the police officer on the scene, and 70% at fault according to them - WHICH SEEMS ODD THAT THEY ARE CLAIMING ONLY 70% OF THE FAULT BEING THAT THEIR DRIVER MADE AN ILLEGAL LANE CHANGE IN A *** SIZED DELIVERY TRUCKWHEN SOMEONE IS INCA LB DEATH MACHINE THEY SHOULD BE 100x AS CAREFUL AS ALL OF THR OTHER DRIVERS IN THE ROADMy car was absolutely managed from top to bottom where he smashed into itAgain, please call me or email me directly so we can handle this issue and finally put it to bed after almost months
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,
*** ***

This letter is written in response to your correspondence received regarding an appeal of our liability investigation, and finalized decision on handlingWe are in receipt of the above captioned complaint, and would like to respond accordinglyBased on the filing of this complaint, it has
been determined that the correct department Mr*** *** needed to speak with was within our total loss departmentMr*** was attempting to communicate with the incorrect department, although specific communication information had been providedThis communication was reiterated to him on 10/11/2016, and the total loss adjuster's information was verified Mr*** had no further questions, and the matter has been resolved

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*** is 100% at fault*** call center would not take my complaint over the phone when the accident occurred b/c they could NOT get in touch w/ the depot where the truck came from. I called more than times for weeks for them to come over to my house & look at the damages! There was never an adjuster sentFinally after weeks a supervisor, manager, & the regular driver came by they saw the damages & brown paint on my vehicle & concurred/in total agreement that there was the damages that were in fact due to the *** truck damaging my parked vehicle & told me that it was 100% there fault & the damages would be taken care of , my husbands was also presentI actually would like for them to be questioned again, They took pictures, & I told to make sure they point out the brown paint, I even told Liberty mutual that I know pictures can be filtered & colors can be changed, it would be NICE for Liberty mutual to question those supervisors,MR ***, MR ***, Mr ***, *** from the *** depot, BrooklynThe supervisor, managers & my regular delivery guy know about the damages b/c they would state clearly that there was brown paint, just like they said they would question my childbut I gave them the benefit b/c we all were in agreement & it was a clear, total & complete negligence & the damages was seen by *** themselves!! My daughter, a child, did in fact see the truck & saw the African american female driver step out of the truck to look at the damages after they occurred she made a delivery to my home, & she got on the truck very quickly & drove away in a panic, my child was/has been afraid & scared of the whole situationit has taken months & many calls, at no point did liberty mutual try to speak to her or askliberty mutual from the beginning tried to intimidate me by telling me that they wouldn't cover the damages b/c *** has an impeccable record & don't take accidents seriously & basically deny claimsI was told that they can very easily deny my claim b/c there was actually no person who saw it, & my daughter doesn't count, the brown paint doesn't count, the fact that people which *** employees, supervisor, managers & my regular delivery truck driver agreed & saw the damages w/ my husband & I that the damages did IN FACT were caused by a *** truck don't count! Liberty mutual is quickly to dismiss all of the proof.I was told by the liberty mutual manager that the damages are not that bad, I can still drive my vehicle, it doesn't prevent me from driving! How many times does *** deliver & people are not home, or keeps track of all the deliveries or watches them deliver, how many accidents have been witness or not, which means that *** can hit any vehicle at any time & just b/c they don't get caught it never happened & they can deny ANY claim!!! Both companies *** & Liberty Mutual were of NO assistance, very intimidating, never followed up with my requests, assistance, % *** is at fault, negligent from the beginning!! I was told that it was that offer or the claim will be denied b/c no one saw it happen, in other words, if they don't get caught it didn't happen!!! it's very sad I was also told that if I go through my insurance it would take a long time for all of it to be resolvedI have been under a lot of stress with this whole situation, treated unfairly, intimidated, it will cost me money to repair the damages that I didn't create & do to my vehicle, my vehicle was parked & *** hit it!! its terrible that *** will get away with this & liberty mutual is allowing this & wont do the right thing!!!![If you are rejecting the business's response please enter your rejection comments here.]
Regards,
*** ***

Dear Mrs***,This is in response to the August 29, correspondence to the Revdex.comI appreciate the opportunity to speak with you on September 1, 2016. Please accept my apology for your unfavorable service experience. I regret any misunderstanding regarding the
fact that you only inquired about getting a quote for a homeowner policy. I have provided feedback to the appropriate management to ensure your service experience is reviewed and addressed. On June 7, you spoke with a sales representative and a policy was implemented effective the same day. A signature is not required to bind the policy. After speaking with you and receiving confirmation that you never intended to start a policy with Liberty Mutual, I cancelled this policy effective the June 7, inception date. Please disregard any bills that were previously issued to you as the balance due has been adjusted to zero. Our records indicate that the previous balance due was never reported to *** *** *** (***.); therefore, there has been no adverse credit reporting. Mrs***, we are truly sorry for your unfavorable experience and thank you for bringing this matter to our attention. If you have any further questions or concerns, please contact me directly. 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 # ***.
[There are still outstanding issues to be resolved with my attorney.]
Regards,
*** ***

See attached response

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.
Already stated
Regards,
*** ***

RE: Personal Automobile Policy: *** LM General Insurance Company NAIC: *** Dear Mr***, This is in response to your April 5, correspondence to
the Revdex.com regarding your automobile policyI appreciate the opportunity to respond to your concernsThis policy was written jointly for you and your father to insure both of your vehicles on the same policy effective June 18, for a term of one yearWhile a separate premium is listed for each vehicle for your reference, the policy is billed as a whole for both vehicles at the same timePayments received and refunds due are not differentiated between operators or vehiclesYou contacted us and requested that we remove your *** from the policy effective January 29, The removal of the *** also resulted in the loss of the Multi-Car discountThe annual premium was revised from $1,to $and a prorated credit applied to the policy balance for $Because the policy had been paid in full, the $credit resulted in a credit balanceThe subsequent $refund issued to the same account from which the most recent payment was receivedThis is done in accordance with our refund provision outlined in the new business packet issued to you at the policy inceptionIn regard to your request to be refunded an additional $76, as we discussed on the phone, neither your payments nor your father’s payments were applied to a specific vehicleAs such, any refund is for the total policy’s credit balance, not an individual vehicleAs the policy balance is now zero, there is no further refund warrantedMr***, I hope my response has provided the clarity you are looking forIf you have any further questions or concerns, please feel free to reach out to me directlyI will be happy to assist youSincerely, *** *** Associate Customer Care Specialist Customer Care Unit Phone: *** Fax: ***

RE: Complaint Number: *** Homeowner’s Policy
Consolidated Insurance Company *** *** To Whom It May Concern: Thank you for sending your inquiry regarding the above referenced policyThis confirms that the policy will be cancelled effective April 17, The following addresses the concerns regarding this decision.A recent inspection of the property noted concerns with the lack of ongoing preventative maintenance that could lead to future losses and which does not meet our underwriting guidelinesSpecifically, the following items were noted: debris on property, porch and steps have dry rot and peeling paintDue to the condition of the property, we are not willing to continue coverage even if the insured attempts to remedy these conditionsWe have spoken with the customer to confirm our prior handling, review of the underwriting decision to cancel the policy and address any outstanding concerns

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.
*** *** already tried to justify my shorted refund with this responseI don't accept this for several reasonsNumber one, this was NOT explained to me or my father when we signed up for coverageThis information should have been disclosed from the very beginningSecond, my father and I both made it clear to Liberty Mutual that we were two separate customers, each paying for our coverage individuallyWe asked for a breakdown of the individual costs, which we receivedMy portion was $for months of coverageThat breaks down to a cost of a little less than $per dayI only used days of coverage during that periodSo using simple math, I was owed a refund of $277.09, leaving a $discrepancyAccording to ***, the amount was $298.The multi-car discount differential does not apply to me as there were in fact vehicles on the policy for the entire duration of my time with Liberty MutualIt was only after I removed my vehicle from the policy that the multi-car discount was no longer validTherefore that cost needs to be passed along to my father, *** ***, who is now the only policyholder with Liberty MutualThe differential amount should be added to his next premium paymentI am no longer a customer of Liberty Mutual'sI have since married and moved from the address on fileTherefore I need my $sent to me directlyThat was my money that I personally paid
Regards,
*** ***

Dear Mr***, This is in response to your December 11, correspondence to the Revdex.com and I appreciate the opportunity to respond in the hopes of providing you with the clarity you are looking forI regret any misunderstanding regarding your intent to initiate a homeowner
policyFeedback has been provided to the appropriate management to ensure your service experience is reviewed and addressed.Liberty Mutual Insurance has a partnership with *** for the writing of homeowner policiesOn June 27, you spoke with a sales representative and a policy was implemented the same day to be effective June 30, through this partnershipAfter implementation, the policy documents (including the application to be signed) issued to youPlease note, a signature is not required to bind as the policy was already bound prior to you receiving the application packageAt the policy inception, you elected escrow billing; therefore, we billed the mortgagee directlyHowever, when no payment was received after consecutive bills issued, we billed you directlyWhen payment was not remitted, a cancellation notice issued to you on September 28, advising a payment of $1,was required prior to October 13, to avoid cancellationSince no payment was received, this policy cancelled effective October 13, for non-payment of premiumAfter the cancellation, a credit of $1,was applied to the policy balance for the unused portion of the policy term and the balance due was adjusted to $On October 19, we issued a $bill due November for coverage afforded from June 30, up to the October 13, cancellation date.As we did not receive your final payment within days of its due date, we forwarded the $balance to a third-party collections vendor, *** *** *** (***), 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 policies.You indicated that you made several attempts to reach someone at Liberty Mutual to have the policy cancelledHowever, we do not have any record of being contactedAfter receiving your correspondence, I amended the cancellation date to reflect the June 30, inception date since you indicate you did not intend to initiate this policyThe balance due will be adjusted to zero*** was notified of this adjustment and there was no adverse credit reporting as a result of the prior collection activityMr***, we are truly sorry for your unfavorable experience and thank you for bringing this matter to our attentionIf you have any further questions or concerns, please contact me directlyI will be happy to assist you.Sincerely,*** * *** Associate Customer Care SpecialistCustomer Care UnitPhone: ###-###-#### Fax: ###-###-####