GENTERA

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].. 
]apparently Liberty has incorrect records on the vehicle's that does not match up to my account. as stated in their response that the 2000 [redacted] was sold, the [redacted] was and not has been sold to date. the [redacted] has a non op from DMV as liberty mutual received a copy of this document and insurance was taken off this vehicle due to that reason. as for the [redacted], that vehicle was sold. so basically this is the reason I have received a outstanding bill, because my account was to updated properly and I was being charged for vehicles that Ford had a NON OP and [redacted] was sold? and both of these were clearly sent the DMV NON OP and Phone call was made to cancel insurance on the [redacted] the day it was sold as both issues are on record for the dates at the DMV. I would like copies of these records and billing in question that was stated in the response from Liberty.
Regards,
[redacted]

May 11, 2016 Revdex.com of Eastern MA, ME, RI, & VT [redacted] Re:       Insured:  [redacted]             Revdex.com Complaint Number:  [redacted]...

            Complainant:  [redacted]             Policy Number:  [redacted]             Type of Coverage:  Individual Extra Value Whole Life Insurance             Underwriting Company Name:  Liberty Life Assurance Company of Boston             NAIC#:  [redacted] Dear Sir or Madam: I am writing in response to the complaint filed with the Revdex.com on April 29, 2016 by [redacted].  In your letter, you requested that Liberty Life Assurance Company of Boston (“Liberty Life”) respond to all of Ms. [redacted]’s concerns.  Ms. [redacted] states that Liberty Mutual has refused to provide her with information regarding numerous policies. Ms. [redacted] previously complained to Liberty Life and the California Department of Insurance.  Liberty Life responded to those concerns on April 11, 2016 and our position has not changed.  I have attached a copy of the letter sent to Ms. [redacted] in response to her concerns.  Should you have any questions, please do not hesitate to contact us at the address below.  Sincerely, [redacted]. Manager, Regulatory Compliance Liberty Life Assurance Company of Boston [redacted]

This is in response to the Revdex.com complaint [redacted] for [redacted].  Our goal is to provide exceptional service and keep our commitments. I apologize, that in this instance, we did not follow through. I have provided feedback concerning this matter to the appropriate management for review.The auto policy and home policy have been cancelled as of January 22, 2018 per your request. Refunds will be sent to the mailing address in TX on the file. On behalf of Liberty Mutual please accept my apology for the delay in the refund. The refund checks should be received within 10 business days.There is never an acceptable reason for poor customer service. Your willingness to share your experience is helpful in identifying areas where we are not consistently meeting our service standards or our customers’ expectations.If you have further questions or concerns, please contact medirectly. I will be happy to assist you.[redacted]Customer Advocate IPresidential Service Team[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. 
Regards,
[redacted]

Better...

Business Bureau:
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Dear Mrs. [redacted], This is in response to your February 21, 2017 correspondence to the Revdex.com. I appreciate the opportunity to respond and hope to provide the clarity you are looking for.Please accept my apology for any miscommunication regarding the Multi-Policy discount being...

removed from your automobile policy. Feedback regarding your interactions has been provided to the appropriate management to review what we could have done differently to ensure a positive experience for a valued customer. Our records do not reflect we were notified in October 2016 to remove the 2001 [redacted]. On February 21, 2017, a transaction was processed to remove the 2001 [redacted] effective October 1, 2016 at your request. During this transaction, the Multi-Policy discount was removed. However, we added the discount back the same day. This resulted in a premium revision from $1,746 to $1,518 and an $88 prorated credit was applied to the policy. On February 24, 2017, the $88 refund issued back to your checking account. Please allow three to five business days for receipt. I attached the billing history for your review.Mrs. [redacted], again, I am sorry your experience was unfavorable. We will strive to provide the exceptional service you deserve going forward. If you have any other questions or feedback to share, please also do not hesitate to reach out to me directly. It will be my pleasure to assist you.Sincerely,[redacted]Associate Customer Care SpecialistCustomer Care Unit[redacted]Enclosures

This is in response complaint # [redacted] was filed on 5/17/2018 by [redacted]. The complaint was received 05/18/2018 by the Presidential Service Team. I appreciate the opportunity to respond.This policy initiated effective June 14, 2017 with an annual premium of $417.00 which included...

the initial discount for enrolling in the RightTrack program.  RightTrack is an optional program that allows our customers to install a device in their vehicle to determine if their vehicle usage and safe driving habits qualify them for an additional discount.  When enrolled in RightTrack, our customers receive an initial enrollment discount of 5%.  After a 90-day review period, our customers are eligible for a final RightTrack premium discount of up to 30% based on their usage data as recorded by the RightTrack device.After the 90-day review period, the final discount applied to the vehicle was 22%.  Ms. [redacted]’s annual premium was adjusted from $417.00 to $343.00 with a pro-rated credit of $51 when the final discount was applied.  A Declarations page issued to Ms. [redacted] October 9, 2017 confirming the adjustment.  Please know that you are a valued customer and we are grateful you allow us to insure your automobile. Bundling insurance needs and implementing more than one line of business may further maximize your savings. Often our sales representatives will offer to provide a home quote to maximize the savings by including a Multi-Policy discount. At the renewal the multiple policy discount was removed this impacted your premium. The renewal premium for Just 14, 2018-2019 will be $443.00.At Liberty Mutual, we always strive to give our customers the best price possible—but sometimes factors like increasing costs of repairs, medical expenses, and extreme weather call for a review of our prices. Other factors such as fraud, attorney fees and litigation costs may also contribute to the cost of your policy. Additionally, certain discounts, such as the Early Shopper, gradually decrease each year as the policy ages. However, the decrease in your discount was gradual and not a primary factorI know this decision is disappointing and not the outcome you wanted, however, I hope this letter clarifies our reasoning and provides you with some peace of mind.

RE:      Personal Automobile Policy: [redacted]             Liberty Mutual Fire Insurance Company / NAIC: 0111-23035                      Dear Mr. [redacted],This is in response to the December 21, 2015 correspondence to the Revdex.com.   I appreciate the opportunity to further respond.After we spoke on December 17, 2015 your concerns were redirected to my manager for handling since you requested further escalation. My manager attempted to contact you on December 18, 2015; however, you elected not to continue the conversation with her and disconnected the call.Prior to your request for a manager call back, I attempted to resolve your concern by adding GAP coverage effective November 13, 2015, the same date the 2015 [redacted] was added to the policy.  Please note that in accordance with your policy provisions, you have coverage that automatically extends to a newly acquired vehicle for up to thirty days.  You are not required to immediately add a vehicle to your policy on the date you acquire it from the dealership.However, since the effective date of the transaction continues to be a concern for you, I further reviewed this matter with my manager.  If you are able to provide the lease agreement dated November 2, 2015 we will amend the policy to change the effective date of the addition of the 2015 [redacted] and GAP coverage to November 2, 2015.  This will require voiding all the transactions that were processed after this date and reprocessing the changes.  If this is the option that you want us to consider, please send this document by facsimile to [redacted], email to [redacted] or mail to [redacted]. Mr. [redacted], if you have any other questions or feedback to share, please also do not hesitate to contact me. I will be happy to assist you.Sincerely,[redacted]                            ...⇄ Associate Customer Care SpecialistCustomer Care Unit Personal Insurance Distribution Operations Phone: [redacted]  Fax: [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]. . You received the following email with the correct documents on 1/22/2018. You will send the prorated refund for auto and home dated back to 1/22/2018.Mon 1/22/2018 8:00 PM[redacted]
'[email protected]'  Documents for property transfer [redacted] 48092  Please cancel both house policy for [redacted] 48092 and auto policy for [redacted] [redacted]. Car is sold. Send prorated refund to: [redacted]  Thanks [redacted]
Regards,
[redacted]

Dear Mrs. [redacted],This is in response to your correspondence to the Revdex.com. I am truly sorry to hear after many years as our customer you decided to cancel your policy. I appreciate the opportunity to respond. Please accept my apology for your unfavorable service experience. Our...

objective is to be responsive to our customers’ needs and to provide courteous and knowledgeable service. I regret this is not consistent with what you described. Feedback has been provided to the appropriate management so we may review what we could have done differently to ensure a positive experience for a valued customer.However, with respect to your concern that you never heard back from us after you reached out, our records reflect we reviewed the policy to see if there were any opportunities for savings and attempted to contact you by telephone on October 3, 2016. We were unsuccessful in reaching you so we left a message for you on October 3, 2016 confirming you had the best rate we could offer. Regarding your premium, while we always strive to give our customers the best price possible, sometimes factors like increasing costs of repairs, medical expenses, and extreme weather call for a review of our prices. I am unable to speak to the premiums offered by alternate insurers. Each insurance company calculates its own rates partially based on past loss experience and expenses. There is no universal rate charge by all insurers. The products and services offered may also differ. With your renewal packet issued on August 25, 2016 (over one month prior to the renewal date) there was information outlined regarding policy cancellations, including money owed after cancellation. It states the following: 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. However, making or offering to make the refund is not a condition of cancellation. You spoke with a customer service representative on October 6, 2016 and indicated that you had coverage in place to start the next day. This policy was cancelled at your request effective October 7, 2016. Your balance prior to the cancellation was $3,504.08. After the $3,259.80 cancellation credit was applied, your balance adjusted to $244.28. If the policy had been cancelled with no penalty, your credit after cancellation would have been $3,478.48, a difference of $218.68. The short-rate penalty is therefore $218.68. While we acknowledge you have been a valued customer for many years and regret you were not anticipating the premium balance due, please understand that the short-rate was applied in accordance with your policy provisions. We had previously notified you in writing of the short-rate provision and are unable to make an exception. Mrs. [redacted] we appreciate the time you allowed us to provide for your insurance needs. I hope that I have answered all of your questions today. 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]Associate Customer Care SpecialistCustomer Care Unit[redacted]

August 18, 2017     Re: Revdex.com Number:                          [redacted] NAIC...

Number:                                    �...⇄ Underwriting Company:           [redacted] Insurance Company Line of Coverage:                     Personal Automobile Policy     Please accept this letter in response to your inquiry dated June 5, 2017, which was received by our Presidential Service Team.   Liberty Mutual Insurance apologizes for any confusion we would have caused our customer in regards to his personal automobile insurance policy. This policy was thoroughly reviewed by a Sr. Customer Advocate, below are our findings:   Our customer created an online quote for a personal automobile insurance policy on March 20, 2017.  This quote was created and the Right-Track discount was added to the quote.    Our customer then called in on March 23, 2017 to have the quote that was created online, bound by an agent of Liberty Mutual Insurance.  This quote was completed with an effective date of April 29, 2017. At the time our customer paid the policy in full for the 2017-2018 term.   On April 25, 2017 Liberty Mutual Insurance received the Terms and Conditions of the Right-Track program and our customer declined the program by electronically signing the form needed to opt him out of the program.  In doing this, the initial discount was removed and our customer received and additional charge of $228.00 to his policy.   On August 7, 2017 Liberty Mutual spoke to our customer in regards to the increase in the annual premium and the removal of the Right-Track discount.  During this conversation, our customer advised he would like to add the discount back onto the policy, and Liberty Mutual Insurance added it at that time. Due to the change in policy our customer received a pro-rated credit of $164.00 and was sent a new Terms and Conditions form, which he singed.    At this time our customer’s personal automobile policy has the Right-Track discount added and the devices will be distributed for use.   If you have any questions, please contact me.     Very Respectfully,     [redacted] Senior Customer Advocate [redacted]
[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]. .  While I appreciate LM's response. I am not satisfied. I am currently getting quotes to change insurance. I was quoted on price and with one claim you increase my policy yearly, by what I could have purchased a less expensive replacement door. I understand costs of insurance are going up but I can't sit back and be over-charged and give your company a good review. It's a shame, I had LM for years before I cancelled because rates went up tremendously. Then a few years later,  I then shopped around, called LM and was given a pretty amazing rate. Only to be increased 40% in one year. I will continue to tell anyone who asked what LM has done to my policy. And give LM a poor rating.Best,[redacted]Regards,[redacted]
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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].
Regards,[redacted]

I am writing today in response to the complaint number 12714687 from [redacted] which was received by our Presidential Service Team.According to the explanation included in the complaint, the policy holder expressed concerns about the reason for cancellation and payroll billing. Liberty Mutual...

has been forced to make some difficult decisions. To manage our loss exposure and promote the viability of our company, we reviewed our current automobile business and made the decision to non-renew a number of our automobile policies. We are no longer able to offer you insurance coverage due to your loss history. Please understand this was not an easy decision as we appreciate you as a long-time customer.  We list all claims used for the non-renewal determination. The information from the letter dated November 30, 2017 is:  Driving record and/or loss history11/16/15 Hit a Stationary Object10/25/16 Towing and Labor09/22/16 Towing and Labor12/09/15 Towing and Labor11/17/15 Towing and Labor06/06/15 Towing and LaborThe account was previously set for payroll deduction for both the auto and property policies. The property policy remains in force. Liberty Mutual has been receiving payments from the policy holder's company in arrears. This is common practice to allow for payroll processing and a remittance to Liberty Mutual. The auto policy began on February 18, 2017 and the first payment was received through the payroll department on July 11, 2017. The last payment received for the auto policy  was on January 25, 2018 for $304.39. A detailed billing statement has been generated and sent to the policy holder, per her request. The final outstanding amount on the policy is $1,217.71 for earned premium not paid.It is the recommendation of Liberty Mutual for the policy holder to contact her payroll department regarding any additional payments that have been deducted but not paid to Liberty Mutual. It is possible the payroll department is behind on remitting on behalf of the policy holder.

Dear Ms. [redacted], This is in response to your additional correspondence to the Revdex.com. As indicated in my prior response, premium quotes are estimates based on the information provided and the date prepared. I regret after spending so much time entering your information online you were directed to contact a sales agent. It was not our intention to disappoint you; however it was necessary to obtain additional information to finalize the premium. Regarding our advertising, our goal is to build unaided awareness, increase product knowledge, and grow consideration of Liberty Mutual products. Growing our business is key to maintaining the financial strength needed to be there for our customers when they need us most. Advertising not only reminds existing customers about our business but helps us distinguish ourselves from our competitors. In addition, our commercials indicate Accident Forgiveness is available to qualified customers and certain conditions or eligibility requirements apply. Your correspondence indicated we do not accept customer with accidents; however, this is not accurate. Your Motor Vehicle Report is reviewed and any incidents on your driving record within the 36 months immediately prior to the policy effective date are considered in determining your premium. Since there was an incident during this time frame, your premium was adjusted accordingly.  We always welcome feedback and suggestions as it is helpful in our continued efforts to better serve our customers. While we appreciate your concern, Liberty Mutual Insurance has been committed to providing quality insurance for over 100 years. The premiums we charge are the rates needed to ensure we meet our financial obligations to all our Georgia customers.  Ms. [redacted], I regret my response could not be more favorable. 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] Associate Customer Care SpecialistCustomer Care Unit[redacted]

Dear Mrs. [redacted],This is in response to your March 28, 2016 correspondence to the Revdex.com. I am truly sorry we lost you as a customer and appreciate the opportunity to respond to your concerns. Thank you for reaching out regarding the balance due on your automobile policy.  My...

hope is to provide the clarity you are looking for.First, I would like to provide a little background.  This policy renewed October 1, 2015 with an annual premium of $2,850.  There were twelve monthly Electronic Funds Transfer (EFT) payments of $237.50 ($2,850 divided by twelve) scheduled to pay your premium in full.  With EFT, payment in arrears is permitted.  Although your policy renewed on October 1, 2015, the first payment was not scheduled until October 30, 2015.  Your $237.50 EFT payment was returned unpaid by your financial institution on November 1, 2015 since the account was closed.  In addition, a $25 returned payment fee was applied to the policy.  The balance due adjusted to $2,875.We were unable to continue the EFT due to the account closure and the billing method was changed to direct bill.  With direct bill, a $4 bill fee applies to each bill issued.   In addition, fewer bills issue which results in a higher payment amount.  Instead of eleven remaining payments of $237.50, you now had nine bills remaining of $294.28 (unbilled balance of $2,612.50 divided by nine + $4 bill fee).  Your balance was adjusted to $2,879 with the bill fee added.A $556.78 ($237.50 past due, $25 returned payment fee, $4 bill fee plus $290.28 current month) issued to you November 30, 2015 due December 20, 2015.  A $556.78 payment was received on December 15, 2015 and your balance was adjusted to $2,322.22.Your next $294.28 bill issued to you on December 30, 2015 due January 19, 2016. When this bill was not paid a $588.56 ($294.28 current month + $294.28 past due) bill issued to you February 1, 2016 due February 21, 2016.  Your balance was adjusted to $2,330.22 with the $8 in bill fees.  A $588.56 payment was received on February 5, 2016 and your balance was adjusted to $1,741.66.  Another $294.28 bill issued on February 29, 2016 due March 20, 2016 with $4 bill fee.  Your balance was $1,745.66.  However, no payment was received in response to this bill.This policy was cancelled at your request effective March 1, 2016.  After the cancellation, a $1,670 credit was applied to the policy balance for the unused portion of the policy term.  This adjusted your balance to $75.66.  We issued a final $75.66 bill to you March 4, 2016 due March 24, 2016 reflecting the premium owed for coverage afforded through the cancellation date.  I enclosed a billing history detailing all the transactions.Thank you for your $75.66 payment received March 28, 2016.  This policy currently reflects a zero balance.  Mrs. [redacted], thank you for contacting us with your billing questions.  Again, I am sorry we lost you as a customer and I hope that I have answered all of your questions today.  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 UnitPersonal Insurance Distribution OperationsPhone: [redacted]  Fax: [redacted]Enclosure

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. 
Liberty Mutual very well knows and have accepted the fact that they made an error or mailing the check to the wrong address.  They also have an affidavit with my signature that proves that the check was not cashed by me.  Yet they want me to wait to get my refund back.  They very well know that the bank will if not already refund them their funds.  I do not understand why I have to wait for their error. I was supposed to pay my escrow with that refund check.  They are not going to wait and if I would have not paid liberty mutual my premium on time they would have cancelled my policy.  But if they make an error yet the customer has to suffer.  How is this fair.    I do not understand how a business gets away with not correcting their error and asking customer to wait and follow their policy of fixing their error.  I followed their policy while I was their customer and I expect them to accept their responsibility of refunding me in a timely fashion.  I should not have to wait even a month let alone 6-9 months.  
Regards,
[redacted]

Dear Mrs. [redacted], This is in response to your additional correspondence to the Revdex.com. As indicated in my prior response, we certainly apologize for any miscommunication which led to the removal of the Multi-Policy discount. However, our records reflect the same day the discount was removed, it was added back to the policy. In addition, we regret the delay in the removal of the 2001 [redacted]. It was not our intention to disappoint you as our goal is to provide exceptional service. While we regret any inconvenience and frustration caused by this matter, we appreciate the time you spent reviewing your policy documents and sharing feedback. It is helpful so we may review what we could have done differently to ensure a positive experience for a valued customer.Mrs. [redacted], thank you again for taking the time to share your experience. 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]Associate Customer Care SpecialistCustomer Care Unit[redacted]

Dear [redacted],
This is in response to your June 4, 2015 correspondence to the Revdex.com regarding your automobile policy. I appreciate the opportunity to respond to your concerns.
This policy initiated effective March 17, 2014 with an annual premium of $2,210. A $184.16...

down payment was remitted at the policy inception and you selected monthly [redacted] as your preferred payment method which includes twelve monthly payments. The policy balance was adjusted to $2,025.84. Eleven additional [redacted] payments of $184.17 were scheduled to pay the policy balance in full (with the final payment reduced by a few cents).
As you stated, there was no payment required during the month of April as your first [redacted] withdrawal was not scheduled until May.
We received ten $184.17 [redacted] payments from May - February totaling $1,841.70. We also removed the comprehensive and collision coverage from your 2005 [redacted] effective February 17, 2015 at your request which reduced the annual premium from $2,210 to $1,841. A $29 pro-rata credit was applied adjusting the policy balance to $155.14.
There was one final [redacted] payment of $155.14 scheduled March 16, 2015 to pay your premium in full. Prior to this scheduled [redacted] payment, this policy was cancelled effective March 10, 2015 at your request and the [redacted] billing was discontinued. A $34.10 cancellation credit was applied for the unused portion of the policy term and your remaining balance due adjusted to $121.04. A $121.04 bill issued to you March 10, 2015 due March 30, 2015 reflecting premium due for coverage provided through the March 10, 2015 cancellation date. No payment was remitted and the $121.04 balance was referred to collections May 20, 2015.
Liberty Mutual Insurance uses a third party vendor, [redacted], to secure past due premium owed for cancelled policies. Policyholders are referred to [redacted]. when their policy has cancelled and the balance is not paid within 21 days after the final bill due date.
A $61 payment was received June 12, 2015 adjusting the balance due to $60.04 which remains outstanding.
[redacted], a billing history is enclosed for your review. If you have further questions or concerns, please contact me directly and I will be happy to assist you.
Sincerely,
[redacted] Customer Care Specialist
Customer Care Unit
Personal Insurance Distribution Operations
Phone: ###-###-#### Fax: ###-###-####
Enclosure

Dear Ms. [redacted], This is in response to your additional correspondence regarding your auto policy. I am truly sorry to hear you continue to have unresolved concerns. My response will address the concerns outlined in your correspondence to the Revdex.com along with the November 23, 2016 emails you sent to me directly. First, regarding your concern that I may not be the appropriate party to reply, please be assured I am a member of a team that specializes in addressing customer concerns on behalf of our corporate office. Responding to Revdex.com correspondence falls within my responsibilities. Next, I will address the payments taken on October 3, 2016 and November 1, 2016. These payments were not incorrect. Changes were not made to the policy until November 7, 2016 with an effective date of October 31, 2016. By this time the November 1, 2016 payment had already processed. If there are changes made which affect your premium, we calculate how many days are remaining on the policy term and apply a pro-rated credit or debit based on the effective date of the change. We need fifteen days to notify you in writing of any changes to the draft amount so your payment amount is adjusted going forward. In addition, your annual premium in effect until October 31, 2016 was $2,832. So the higher premium was in effect for approximately two months (September and October). The October 3, 2016 and the November 1, 2016 payments represent the first and second monthly payments received so the higher premium was still in effect. Following the changes, your annual premium was reduced to $2,147. A pro-rated credit of $575 was applied. Your December 1, 2016 payment was therefore $180.17 ($1,781.66 divided by ten plus a $2 billing fee). In one of your emails you asked me to verify the December payment would be adjusted. Please be assured I confirmed that the payment amount was accurate prior to the December 1, 2016 EFT withdrawal. I regret I have not received your faxed documents, please send any faxes to [redacted] Regarding your questions related to the down payment, we only require a down payment for a new policy and it is not required at renewal. In your case the first payment was taken September 1, 2015 for $190.16 during the initial year and was applied to the balance on the new policy. Since you remitted a down payment, no payment was required in October so the remaining EFT payments occurred from November – September, with the final payment received September 1, 2016 before your initial policy term expired on September 2, 2016. Please see the attached billing history which indicates the starting balance and details how each payment was applied to the policy and remaining balance updated. No payments will show on the Declaration pages, as this is the contract, or a summary of your policy coverage. The billing history I provided indicates all payments received and applied to the policy balance. Since you mentioned needing policy documents again, please note that I previously emailed a copy of your most recent policy documents to you on November 8, 2016. Note that you also have the option to view your documents online through your eService account. Finally, in your correspondence to the Revdex.com, you referenced the following: “Update Re: equipment”. I am uncertain what you are referring to. I reviewed our previous correspondence which addressed concerns with our RightTrack program. If you have additional questions regarding this program or any other policy questions please let me know and I will respond further. Ms. [redacted], you are a valued customer. Thank you again for reaching out with your additional questions. I hope my explanation of your policy billing has been helpful and wish you a wonderful holiday season. Sincerely, [redacted] [redacted] Customer Care Specialist Customer Care Unit Tele: [redacted] Fax: [redacted]