GENTERA

Dear ***
This is in response to your June 15, correspondence to the Revdex.com regarding your homeowner policyAfter notified of your concern, I attempted to contact you by telephone; however, I was unsuccessful in reaching youI appreciate the opportunity to respond
to your concerns in writing
Our goal is to provide exceptional serviceI apologize that we did not follow through in this instanceYour feedback regarding your service experience will be used in our continued efforts to improve our level of service
Renewal documents issued to you June 1, for the July 21, renewal dateThe annual premium increased from $to $
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, the frequency and severity of clai** and our collective loss experience in the state of California
In addition, your dwelling coverage amount (Coverage A) increased from $150,to $155,at renewal due to your selection of an optional Inflation Protection EndorsementThis endorsement automatically adjusts your dwelling amount, if needed, at each renewal in anticipation of any expected changes in the cost to repair your house as construction and labor costs increase
Insurance 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 renewalPremium is determined using a sophisticated rating structure with multiple factors considered
Your homeowner policy is a package policy, which means some of the coverage is automatically included as part of the overall package and unable to be removed or lowered below the minimum limitCoverage for your other structures, or Coverage B, is automatically calculated as 10% of your Coverage A dwelling coverage or $15,and this amount is unable to be adjusted lower or removedAnother example of a package policy coverage is your Coverage C personal property which is 50% of your Coverage A, or $77,
When you spoke with our customer service department June 8, you requested to lower your Coverage C personal property from $77,to $10,As we explained, the minimum coverage provided for personal property under your policy package is 40%If you reduced your coverage from $77,to $62,(40%), your annual premium would be adjusted from $to $884, a $savings
In your correspondence to the Revdex.com, you stated that you were advised you could obtain a DPpolicy at a lower annual premiumDwellings that are owned and held for rental purposes may be written as a DPHowever, your home does not meet this criterionIn addition, obtaining a DPpolicy does not guarantee a reduction in the overall annual premium
Your premium appropriately reflects your risk profile and your good claims historyI am unable to adjust your premium unless you are eligible for additional discounts or we implement changesI would appreciate the opportunity to review your homeowner policy with you by telephone for any additional opportunities for savingsIn addition, we have an entire team of customer service representatives ready to assist you well into the evening hours at ###-###-####We hope to provide you with the excellent service you deserve going forward
***, you are a valued customer and we thank you for allowing us to provide for your insurance needs for twenty-nine yearsIf 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: ###-###-####

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 # ***
To Whom It May Concern: I would like to state the following facts: 1. I explained to the Customer Service Representative from Liberty Mutual that I made a choice to change car insurance companies. I informed him that the significant pricing difference was the primary reason why I'm deciding on November 14, 2017, to start the cancellation process with them. I was not going to pay for both car insurance policies at the same time and needed to know when is my last day of coverage with Liberty Mutual. There was no written cancellation notice given to Liberty Mutual by me or anyone else during the time period between 10/31/to 11/14/17. The Customer Service Representative wanted to not charge me the prorated rate which would of been around $102, since the new policy date started on November 1, 2017. I was unaware of how this process worked or the system Liberty Mutual had in place to not charge me the prorated amount. He was willing to cancel effective November 14, 2017, so that I can go ahead and inform my new auto insurance company to start my date on the new coverage on November 15, 2017. I have the new insurance card as evidence of this start date so to show my intent of not having any lapse of car insurance coverage. Also, I have the new insurance card given to me by Liberty Mutual which shows my coverage from 10/31/to 10/31/as well as evidence of no lapse in my current insurance. 3. Liberty Mutual contacted the DMV to report me that I had a lapse in insurance coverage from 10/31/to 11/14/17. The DMV sent me a violation letter informing me that I owed $for my lapse in auto insurance coverage. I visited the DMV, and informed them of my situation of changing insurance companies, and that there was no lapse, but only an accounting change by Liberty Mutual. I showed the DMV representative both insurance cards as proof that there was no lapse in my car insurance coverage. 5. The DMV representative informed me that Liberty Mutual would have to revise their original notice to waive my violation fee. 6. I called back Liberty Mutual, and spoke with several representatives who were not willing to assist me in any way to resolve this issue. 7. On the same day after speaking with Liberty Mutual with no resolve, I submitted my complaint to the Revdex.com. I read the other hundreds of other complaints, and realized that Liberty Mutual has some internal management issues that needs to be resolved first, before they can help or assist their current or future customer base
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.
***'s request was for a quote, and a quote onlyWe sent similar messages to other insurance providersWe are under no obligation to provide any coverage documentation to Liberty Mutual. Frankly, that is none of your business This claim is and either needs to be canceled
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,
*** ***

Dear Mr***, We are in receipt of the complaint you sent to the Revdex.comWe understand that you are inquiring about communications with Liberty Mutual Fire Insurance Company and the processing of this claim for you and *** *** This loss was reported to us on November 9, by a claims representative at *** *** InsuranceWe began to gather evidence from the incident when we received notification of the claimWe identified early in our investigation that this collision occurred in an uncontrolled intersection on November 7th We contacted you, Mr***, on November 10th to investigate the lossYou advised us at that time that the driver of your vehicle, Ms***, did not have a phone number for us to contact her as her phone was out of serviceWe advised you that we needed to speak with her to obtain her statement about what happened in this loss and requested that you have her contact usYou advised that you are the owner of the *** *** involved in this lossYou confirmed that the vehicle was incurring storage charges and we advised that we could not agree to pay for storage or rental at that time as liability was unclearAt that time we advised you via phone and mail of your responsibility to mitigate your damage to your vehicle related to this loss We ordered the police report the same day in order to gathering evidence for our liability investigationOn November 11th, we confirmed coverage for this loss with our insured and continued to investigate liabilityWe had not received a return call nor statement from Ms*** by November 30th, when we receive a letter of legal representation from her attorneyThe letter indicates that we are not to make contact directly with Ms***We advised her representative that we needed a statement from her in order to continue to investigate liability in this matterWe were advised on December 2nd, by Ms***’s representative, that they would not provide a statement from Ms*** Additionally, we were advised by Ms***’s attorney that she was the legal owner of the vehicle involved in this lossWe have not received any communication from you nor an attorney representing you, indicating that we should be communicating with someone other than you in regards to your interest in this claim We received and reviewed the police report on December 2ndAt this time, we have not been provided with an account of the accident from Ms*** or her legal representativesWithout that information, the facts of this loss remain unclearWe continue to investigate liability at this time, while we await Ms***’s statement We inspected the damage to the vehicle on November 16th and agree that the damage sustained in this impact are greater than the actual cash value of this vehicleAlthough we are not able to accept liability at this time, we offered to mitigate the storage costs by agreeing to move the vehicle from the tow yard to a storage free facilityJanuary 4th, our salvage vendor was allowed to tow the vehicle from the tow yardAlthough we are storing the vehicle, Ms*** retains ownership At this time, our investigation into the facts of this case and determination of liability are ongoingWe cannot pay for the damage to the vehicle nor loss of use at this time as the facts in this matter are still under investigationIf you require any further assistance regarding this claim, do not hesitate to contact us. Sincerely,*** ***Claims Team Manager, Liberty Mutual Fire Insurance Company*** *** *** ***
*** *** ***
*** *** *** *** *** *** *** ***
*** ** ***

RE: Personal
Automobile Policy: *** Liberty Mutual Fire Insurance
Company / NAIC: *** Dear Mr***,This is in
response to the December 7, correspondence to the RevDex.com. I appreciate the opportunity to
further respond.I regret GAP
coverage may only be included when the vehicle is initially added to your
policy. Our records show your
*** was added on November 12, 2015. Although
we later provided a quote on November 25, to add GAP coverage we explained
this coverage could no longer be included as the vehicle addition had already
occurred. You indicated at the time you
would like this information for future referenceHowever, if we
did not offer to include GAP coverage when we initially quoted adding your new
vehicle, we would consider making an exception and retroactively amending your
policy. Please contact me by telephone
at *** if this is the option that you want us to considerMr***, you are a valued customer and I thank
you for reaching outIf you have any other questions or feedback to share,
please also do not hesitate to contact meI will be more than happy to assist
you.Sincerely,*** * *** Associate
Customer Care SpecialistCustomer
Care Unit Personal Insurance Distribution Operations Phone: *** Fax: ***

We are working diligently to finalize our investigation and will contact you once it is completeThank you Liberty Mutual Fire Insurance Company

Mr*** stated that the when he request to cancel his auto policy, the home policy was cancelledin error and would like the policy reinstatedWe regret any miscommunication that occurredregarding Mr***’s intent to cancel only his homeowners’ policyWe take our responsibility toour customers seriously, and part of that responsibility is making things right immediately when wemade a mistake.On October 24, 2017, the homeowners policy was reinstated back to the cancellation date with nolapse in coverage per Mr***’s request to the State of Washington and the Better BusinessBureauThe policy period is 03/18/through 03/17/18, and we have included a copy of thereinstated policyThe premium is set for a one time annual bill, which is dueAfter manycommunications via email, I was unable to setup a different billing payment with Mr***, andthat communication in included as wellMr*** can contact customer service to make thepayment or select a different billing method at 1-*** or contact his agent *** ***at (***.Mr*** has requested that we waive a portion of the premium due to the cancellation errorprovided in our email communicationWhile we regret the miscommunication, we backdated thecancellation to cover him without lapse in coverage based on the written communication, and weare unable to waive premium for coverage that has been providedThere was also a discussion torequote his homeMr*** did receive a quote, but the rate was not the sameIt was discussedthat there is no guarantee that the rate will be the same as the current policy.Our goal is to provide exceptional service and keep our commitmentsI apologize, that in thisinstance, we did not follow through

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.
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.
When Ms*** called me, I mentioned that we are very unhappy about the way we were treated and that *** never gave us a reason on why our rate was increased by over 15% We didn't even get a response from *** on why we had such a huge price increase without having a claim She mentioned that we signed up for paperless option but I don't remember when we did that Maybe *** did it on our behalf The reason people sign up for paperless option is to save tree but we are still receiving advertisements personalized to our names from Liberty Mutual I am not sure how LM can still send commercials but not the notice for this huge price increase Also I would still like to get refunded the difference between the two prices even though it's not much It's the matter of integrity!
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 # [redacted].  
I am dissatisfied with your response. I have submitted multiple times to Liberty Mutual my auto-withdrawals from my bank for Liberty Mutual payments. I have verified that my agreement was fulfilled. You are charging me for the month of April 2016 twice. Simply put, I am frustrated and find the spin doctoring going on here doesn't resolve that myself and my husband collectively have been billed twice for the same time period. This has reached a boiling point long ago. Frankly, Liberty Mutual and its agents were unwilling to effectively communicate the honest position from the very beginning of this incident. There was no provision of documentation upon numerous requests.  I have a seamless timeline and records from my banking institution reflecting your auto-withdrawals commencing in 2014 and receipt of due monies through the end of the original policy ending April 2016 with a completion payment on 03/30/16 for April 2016. One does not pay from behind for any insurance. It took the Revdex.com's involvement to ever receive the requested documentation.
Regards,
[redacted]

I have been unable to locate a policy or claim with the information provided.  Please provide a claim or policy number or any additional information.Thank You,[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
My property is only 1930 square feet.To be subjected to an annual premium of $4815 is extreme as other Insurance companies offer me an annual premium of approximately $1250. Given the fact that I have had a policy with Liberty since 2005, I am now asking a review of all premiums I had with them/Liberty Mutual since 2005. I estimate that Liberty Mutual owes me approximately $17775 in over-charges/payments for the past 5 years. I am now asking relief for potential overcharges since 2005. I firmly believe  Liberty Mutual is overcharging me for a property that again is ONLY 1930 square feet. This response is similar to the Liberty Mutual representative who responded to my new insurance agent, "We do not do refunds!" This is no way to treat a Senior Citizen!]
Regards,
[redacted]

RE:  [redacted]
       [redacted]
       [redacted] 
       [redacted] Dear Ms. [redacted], This is in response to your most recent correspondence to the Revdex.com. It was a pleasure to speak with you on December 1, 2016. I appreciate the opportunity to further respond and to summarize our recent telephone conversation.  After receiving the documents you provided, I presented the information to the sales manager for review. He recommended that a courtesy credit be issued to your home policy to cover the remaining balance of $39.83. As we discussed, I completed the credit request on December 1, 2016 and confirmed the $39.83 posted to the policy on December 6, 2016.  The balance due is now zero. Ms. [redacted], thank you for contacting us and for allowing us the opportunity to further review your request to reach this favorable outcome. As always, please reach out to me directly if you have any additional concerns.  Sincerely,[redacted] Associate Customer Care SpecialistCustomer Care UnitPhone: [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
Unfortunately I have been in this position before with both [redacted] and [redacted] (among others) and the ball has been dropped.  I do not consider this resolved until the following occurs: #1 - I get confirmation that the policy is signed and in effect through both an email confirmation and confirmation via my online account.#2 - I would also like a response on what exactly happened prior to this and why the individuals disappeared and did not resolve this some time ago.  Since I have been dealing with this for some time, there should be some level of compensation I should receive for the wasting of my time with SEVERAL other incompetent customer service representatives I have had to deal with.
Regards,
[redacted]

Dear Mr. [redacted], This is in response to your January 18, 2017 correspondence to the Revdex.com regarding your recent billing questions on your auto policy. I am truly sorry to hear you decided to cancel your policy. However, the balance owed is appropriate and unable to be waived. With...

that said, I appreciate the opportunity to respond and hope to provide the clarity you are looking for.On December 29, 2016, your auto policy renewed, and was later cancelled at your request on January 14, 2017. Following your policy cancellation, a $108 bill was sent to you on January 16, 2017. This bill is due on February 5, 2017 and reflects only what you owe on your policy between its renewal and cancellation dates. When your policy was first established, you may recall receiving a new business packet, which outlined some information on policy cancellations, including money owed after cancellation. This information was also included with your most recent renewal packet issued to you November 22, 2016. It states that if a customer cancels a policy mid-term, there is a “short-rate provision,” or penalty, applied to the balance owed:If the named insured or a premium finance company cancels this policy, the premium owed or premium refund due will be calculated according to the short rate provisions contained in our manuals. If we cancel this policy, any premium owed or premium refund will be calculated on a pro-rata basis. Additionally, you indicate in your correspondence that you were under the impression if you did not renew, the policy would not continue. The policy automatically renews unless we are notified you do not wish to continue the policy. Our records show a renewal packet was mailed to you on November 22, 2016 with the December 29, 2016 renewal information and we were not notified of your intent to cancel until January 13, 2017.In summary, the policy was active from December 29, 2016 through January 14, 2017 and no payment was received. In addition, the short-rate was applied in accordance with your policy provisions and the $108 balance remains due. I attached a billing history for your review.If you obtained coverage with another carrier prior to January 14, 2017, please send me a copy of your Declarations page by facsimile to [redacted]. Upon receipt, I will amend the cancellation date to reflect the inception date of your new policy and the balance due would be adjusted accordingly. Mr. [redacted], we are sorry to have lost you as a customer, but appreciate the time you allowed us to provide for your insurance needs. I hope all your questions have been answered today. However, if you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely,[redacted] [redacted]Associate Customer Care SpecialistCustomer Care UnitPhone: [redacted]Attachment

This is in response to the January 22, 2018 correspondence to the Revdex.com.   According to your rejection, you stated that you were not satisfied with our response.   While we understand that this wasn’t the outcome that you had anticipated, our response remains the same and was provided based on the findings of our research on your policy.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].. 
                                 We stopped payment because we believed our insurance policy had ended on March 2nd, as we were told by the Liberty Mutual agent we canceled with over the phone. Our new insurance company took over on March 3rd and charged us accordingly. We discovered Liberty Mutual had also charged us on the 2nd, 2 days after canceling our policy? I do not understand why Liberty Mutual is charging us in arrears? Liberty Mutual gave us the option to choose when to make our payments, so we chose the 30th of every month. We did not realize this would mean we would be paying for our insurance in arrears? I was not aware car insurance payments could be made after the fact. Why was this information not explained to us by the agent we canceled with? The dates given to me by the last agents I spoke with ([redacted]/[redacted]) do not match the dates payments were made on my bank statements. I would appreciate to see the documents that show when our payments were made, that shows we still owe a payment, and match them to our bank statements. I believe some communication from Liberty Mutual with their customers, which we have received none outside of a [redacted] notice in the mail, would have extremely helped resolve this situation sooner! Unfortunately, the only communication we have received was telling us we owe money, without showing how or why we still owe money, or providing proof of why we still owe money, by an extremely rude woman named [redacted]! Please provide a list of payments we made towards our policy that proves we still owe a payment after canceling our policy. If the dates match the dates shown on my bank statements, I will gladly pay what is owed.
Regards,
[redacted]

RE:      Flood Policy:  [redacted])      Liberty Mutual Fire Insurance Company NAIC: [redacted] Dear Mr. [redacted], This is in response to your December 15, 2015 correspondence to the Revdex.com regarding your flood...

policy. Your feedback matters a great deal to us. I appreciated the opportunity to speak with you via telephone on multiple occasions as well as the opportunity to respond in writing. Please accept my apology for any misunderstanding regarding the requirements for cancelling your flood insurance policy. It is our intent to make all interactions as simple as possible. I regret in this instance we fell short of this goal. Liberty Mutual Insurance writes flood insurance through the National Flood Insurance Program (NFIP), which is a part of the Federal Emergency Management Agency (FEMA).  As a participating insurer in the NFIP, Liberty Mutual is obligated to adhere to the rules and regulations that govern how policies are rated, as well as what portions of the building and contents are covered under the policy. If a customer requests cancellation, NFIP guidelines must be followed. Since your mortgage company issued a letter stating that you were no longer required by them to maintain flood insurance, we were able to cancel your policy mid-term.  Your policy was cancelled effective December 21, 2015 and a refund in the amount of $921 is due to you.  Please allow approximately two weeks for delivery.   At Liberty Mutual, we do not require our policyholders to maintain flood insurance.  As stated on the NFIP website ([redacted]), Congress mandated federally regulated or insured lenders to require flood insurance on properties that are located in areas at high risk of flooding. In regard to your request to be refunded retroactively to when the flood zone changed; we are unable to honor that request.  FEMA works directly with community officials with the operation of an overall program of corrective and preventative measures for reducing flood damage, including but not limited to emergency preparedness plans, flood-control works and floodplain management regulations. FEMA provides all participating communities with copies of their flood maps. It is the responsibility of the community officials to communicate when changes have been made to the current Flood Insurance Rate Map (FIRM). You indicated you would contact FEMA directly with your concerns and asked that I also speak with them. I regret I was unable to reach the FEMA representative you referred me to.  If any further information is needed please feel free to provide him with my telephone number [redacted]. Mr. [redacted], you have been a valued customer for over seven years and we thank you for allowing us to provide for your insurance needs.  I am truly sorry your experience has been unfavorable and we hope to provide you with the excellent service you deserve going forward.  If you have any further questions or concerns, please feel free to contact me directly.  I will be more than happy to assist you. Sincerely, [redacted]Associate Customer Care Specialist, Customer Care Unit Personal Insurance Distribution Operations Phone: [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
This is not an acceptable response because the letter that is attached is requesting that payment still be made by a certain date. A cancellation letter would be a statement simply saying that our policy was cancelled due to non-payment. It would not say that the policy is subject to cancellation if payment is not received by a certain date. Once the payment is not made, anyone reasonable person would say that then a cancellation would be sent. Our agent said that he did not even know that it was cancelled . Can you please send information on when the cancellation (not warning as attached) letter was sent by certified mail to either myself or my agent? If no such certified letter was sent, I would just like to make sure that it is known that Liberty Mutual does not deem it necessary to notify its policy holders of final cancellation by certified mail or by any means as we did not receive any correspondence after the attached letter. We also would like then a refund of our premium as you noted it was over paid.
Regards,
[redacted]