GENTERA

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]

Dear Ms. [redacted],This is in response to your November 25, 2016 letter to the Revdex.com regarding your automobile policy. I have attempted to contact you by telephone, but have been unsuccessful in reaching you.Please accept my apology for the difficulty you have encountered with...

successfully cancelling this policy. I regret any inconvenience this matter has caused.On December 1, 2016, I contacted your new carrier and requested that they fax the required Notice of Transfer of Insurer to me directly. This was received and the cancellation date is being updated to September 23, 2016, the same day you obtained alternate coverage. Since the policy previously cancelled for non-payment, we are in the process of correcting this by reinstating the policy and applying the appropriate cancellation date. However, this is a multi-step process and may take up to 3 business days to update. Once complete, your balance due will be adjusted to zero. Ms. [redacted], thank you for reaching out. We are sorry to have lost you as a customer. If you have any further questions or concerns, please contact me directly.  I will be happy to assist you.Sincerely,[redacted]Associate Customer Care SpecialistCustomer Care Unitphone: [redacted]

Your concerns have been forwarded to the Presidential Service Team. Since my team responds to customers on behalf of our corporate office and company executives, I have been asked to reply. I appreciate the opportunity to respond and hope to provide the clarity you are looking for.Liberty Mutual...

relies on several criteria to determine the premium for individual consumers. We use no single criterion to determine a price; and only use statistically supported criteria that insurance regulators permit. Liberty Mutual practices provide for competitive prices that are closely aligned with the level of risk.There are many factors that are considered when determining the premium for a policy. Liberty Mutual Insurance has been committed to providing quality insurance for over one hundred years. We are one of the largest property and casualty insurers in the United States.I see the information from June 2015. A renewal packet was sent out in September both years 2015 and 2016. In August 2017, [redacted] contacted the call center and it was explained that the 2015 rates were not available. While we value you as a customer since 2011, we are unable to comply with your request for a retroactive refund or adjustment.  We are unable to make coverage changes retroactive to prior policy terms. We appreciate your long tenure with Liberty Mutual. Your premium appropriately reflects your risk profile. I apologize I am unable to adjust your premium unless you we implement coverage changes.

RE:  Homeowner Policy: [redacted]        Liberty Insurance Corporation/NAIC: [redacted]Dear Ms. [redacted],This is in response to your August 2, 2016 correspondence to the Revdex.com regarding your homeowner policy. I appreciate the opportunity...

to respond and hope to provide you with the clarity you are looking for.   Please accept my apology for your unfavorable experience.  We expect our representatives to provide complete and accurate information and to be responsive to our customers’ needs.  I regret this is not consistent with what you described.  Regarding the balance owed, I will provide a little background. You contacted us on March 24, 2016 and we initiated a new homeowner policy at your request effective March 25, 2016.  We accepted a down payment of $252 by credit card on March 28, 2016. However, a duplicate $252 credit card payment was processed on March 29, 2016.  We therefore issued a credit card refund on April 5, 2016.In the meantime, this policy was cancelled at your request retroactive to the March 25, 2016 inception date. A $252 refund check issued to you on April 12, 2016 for the down payment you previously remitted which was cashed on April 20, 2016. At this point, the policy balance was zero as you referenced, and we issued statements to you confirming a zero balance.  Although we had refunded all the payments remitted, you also filed a credit card dispute.  After the dispute was filed, the authorization was retracted for a $252 credit card payment and $252 was refunded to your card on July 5, 2016.  In other words, you received three refunds, two by credit card and one by check, yet you only remitted two payments.  You therefore owed us $252.On July 5, 2016, we issued a $257 bill ($5 bill fee included) to you due by July 25, 2016.  We spoke with you on July 11, 2016 and explained what occurred and why a bill was issued.  Additionally, we offered to contact the credit card company with you on the line.  However, our records reflect you elected not to continue the call. A letter was sent to you July 26, 2016 reminding you to remit the $257 payment to avoid collection activity.  When payment was not received, the balance was referred to collections on August 15, 2016.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.  You requested monetary compensation for the time spent on this concern.  While we regret the miscommunication with the new business quote, we are unable to refund more than what was actually remitted. As a courtesy, I waived the $5 bill fee and the balance adjusted to $252. Ms. [redacted], the billing statement and a copy of the cashed check are attached for your review. Again, I am truly sorry your experience was unfavorable; however, please understand the $252 balance is due.  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 UnitPhone: [redacted]  Fax: [redacted]Enclosures

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

RE:  Personal Automobile Policy: [redacted]        LM Insurance Corporation/NAIC: [redacted]  Dear Mr. [redacted],This is in response to your May 16, 2017 correspondence to the Revdex.com regarding your automobile policy. I appreciate...

the opportunity to reply.This policy initiated May 15, 2013, subsequently renewing each year, most recently May 15, 2017. Since policy inception the policy listed you and Ms. [redacted] as Named Insureds, meaning they co-own the policies and the vehicle(s) are registered in one or both of your names. Only Named Insureds are listed on identification cards and are responsible for the insurance contract. Additionally, you and Ms. [redacted] were the only operators using the vehicles since the policy began. We rely on our customers to provide accurate information regarding the vehicles being insured and operators in the household. On May 13, 2017, the new vehicle was added to the policy and was stated to be registered to you, Mr. [redacted], on the call when it was added. In accordance with our implemented procedure, vehicle ownership is verified with the named insured at policy inception and with any vehicle additions or substitutions.  Therefore, on May 14, 2017, when you contacted our customer service department to add your son to the policy, you advised that he lives in the home and the vehicle is solely registered to him.  Per our policy provisions filed with the North Carolina Department of Insurance (NC DOI), a new policy must be written if a vehicle is solely written in a child’s name. Additionally, we had no knowledge of your son residing in the home prior to this conversation as he should have been either added to the policy or verified that he had coverage elsewhere as a licensed household member. Based on the information provided about implementing a separate policy to correctly reflect the vehicle ownership, your son and his vehicle were not added to the policy and the policy was credited appropriately.The information you received from the North Carolina Division of Motor Vehicles is separate from what we filed with the NC DOI. Although we partner to assist NC drivers to be appropriately insured, registered, and licensed, we specialize in different aspects of automobile ownership and they cannot speak as experts in insurance policies and provisions.Regarding the accusation that we took monies fraudulently, our records indicate this is unfounded and inaccurate. As you stated in your complaint, you intentionally made both payments mentioned – November 7, 2016 and May 14, 2017. Once you removed your son and his vehicle, the credit card payment was reversed on May 16, 2017, two days later.  You elected the pay-in-two billing method at policy inception. The remaining balance due will be billed on October 15, 2017 per the pay-in-two billing cycle.Mr. [redacted], I have included a copy of the current year’s billing history for your review. If you have further questions, please contact me directly and I will be happy to assist you.Sincerely,[redacted]Associate Customer Care SpecialistCustomer Care UnitPhone: [redacted] Fax: [redacted]

RE:  Personal Automobile Policy: [redacted] Liberty County Mutual Insurance Company/NAIC: [redacted]Dear Ms. [redacted], This is in response to your July 26, 2017 correspondence to the Revdex.com. I appreciate the opportunity to respond and hope to provide the clarity you are...

looking for.To explain the balance due, I will provide a little background. Your automobile policy was created on April 10, 2010 and subsequently renewed most recently on April 10, 2017. Two bills were issued, dated May 1, 2017 and May 30, 2017, prior to the request for cancellation during your phone call on June 5, 2017.  Regarding your communication, we received a call from you on March 31, 2017 asking to move the bill date to the 30th of the month.  This did result in extending the payment due date to May 21, 2017, two months later, since the issuance of the first bill was May 1, 2017, since the 30th of April fell on a Sunday. The delay of the bill, at your request, does not negate your responsibility to pay for premium due for coverage afforded.Additionally, we did not receive any communication from you on May 17, 2017 as you indicate. A final bill issued on June 5, 2017 due June 25, 2017 for coverage afforded through the June 5, 2017 cancellation date.  As we did not receive your final payment within 21 days of its due date, we forwarded the balance to a third-party collections vendor, [redacted], which is how all unpaid balances on cancelled policies are managed at Liberty Mutual. I 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.As a courtesy, the billing fees have been removed.  Thereby, reducing the balance due from $177 to $152.In summary, your policy was active for just shy of two months (April 10, 2017 through June 5, 2017); yet, we received no payment. The $152 balance remains due.  I have enclosed a billing history for your review.Ms. [redacted], thank you for contacting us. I hope your questions have been answered today. If not, and you have additional unaddressed concerns, 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 UnitPhone: [redacted]

Dear Mr. [redacted],This is in response to your February 12, 2017 correspondence to the Revdex.com regarding your flood policy. I appreciate the opportunity to reply. Liberty Mutual writes flood insurance through the National Flood Insurance Program (NFIP) in which we are obligated to...

adhere to the rules and regulations issued under the National Flood Insurance Program Act of 1968. Those rules and regulations govern how policies are rated as well as what portions of the buildings and contents are covered under the policy.As you stated, on July 25, 2016, you contacted Liberty Mutual to cancel the above flood insurance policy. A Letter of Map Amendment (LOMA) was provided on July 27, 2016 showing the structure being insured on the flood policy was no longer located in a Special Flood Hazard Area (SFHA). NFIP cancellation guidelines require a signed cancellation request by the insured along with a letter from the lender advising that flood insurance is no longer required due to the structure is no longer located in a SFHA for cancellation reason code 19. The signed cancellation request and lender letter were not received until October 20, 2016. The policy renewal processed for the 2016-2017 policy term on September 6, 2016. Per NFIP Cancellation guidelines, the policy was not eligible to be cancelled as the effective date of the LOMA (June 27, 2016) was more than 60 days prior to the current policy term (September 1, 2016- September 1, 2017) effective date.On February 2, 2017, we advised you the current policy could be rewritten into the Preferred Risk Program (PRP). The policy was then cancelled and rewritten to the PRP ([redacted]) on February 2, 2017 at your request. On February 13, 2017, a $775 refund was mailed to you at [redacted].Mr. [redacted], thank you for reaching out.  I enclosed copies of the manual sections referenced in my response for your records. If you have any additional questions, please feel free to contact me directly.Sincerely,[redacted]Associate Customer Care UnitCustomer Care Specialist[redacted]  [redacted]
Enclosures

Dear Mr. [redacted], This is in response to your February 8, 2016 correspondence to the Revdex.com.  I regret any miscommunication regarding your intent to initiate this policy.  I am happy to respond in the hopes of providing you with the clarity you are looking for.Our records...

reflect this policy initiated online December 28, 2015 to be effective December 30, 2015 using our internet quoting system which allows users to enter their personal information, details regarding their home and select their own coverage limits.  This policy was implemented online by the internet user independent of the involvement of any of our sales representatives. Internet policies are distinguishable from our other policies bound by sales agents by the policy suffix -**.The policy documents, including the application package, were emailed to the email address entered by the internet user. Your mortgagee was billed for the annual premium on January 4, 2016 based on the billing method selected online.After we spoke with you on January 17, 2016 this policy was cancelled at your request retroactive to the effective date of December 30, 2015. Since we received a $1,896 payment from your mortgagee on January 20, 2016 and this policy was no longer in effect, a $1,896 refund check issued to you on January 20, 2016.  This check was cashed on February 1, 2016.  Mortgage companies typically accumulate a portion of your loan payment in an escrow account to pay two bills when they come due: the property tax and insurance bills.  To keep money in this fund, homeowners pay extra with each mortgage payment.  If a mortgagee remits an insurance premium payment that was not previously factored into your monthly loan payment, there will be an escrow adjustment that will later result in an increase in your monthly payment.   If you haven’t already done so, you may consider remitting the $1,896 directly to your mortgagee to be applied to your escrow account to avoid any increase to your loan payment.  Please contact your mortgagee directly if you have any questions regarding this process. Mr. [redacted], we appreciate you reaching out.  I hope that I have answered all of your questions 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] Associate Customer Care SpecialistCustomer Care UnitPersonal Insurance Distribution OperationsPhone: [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]. 
Liberty Mutual reached out to me, however they did not resolve the issue. I have tried to contact them multiple times- to no avail. I am left with unpaid medical bills, medical expenses that have yet to be refunded and have continued to miss doctor appointments due to their inability to contact the doctor office to confirm that I have coverage.Liberty Mutual’s inability to contact me, my case manager, or my clinics for appointments has been frustrating and endlessly burdensome. I have since decided to hire a lawyer with the hope that Liberty Mutual will begin to complete their expected tasks.I hope that this case is reopened for further investigation into Liberty Mutual's horrendous business practices. [redacted]  Regards,
[redacted]

RE:       Insured:                           �...⇄                                      Claim #                                 [redacted] �...⇄             Date of Accident:                   09/11/2015            Underwriting Company:          [redacted]  To Whom It May Concern: The review of the facts and circumstances surrounding the above incident has enabled us to make a decision.  As aninsurer, we are not under obligation to pay all claims as presented, regardless of the cause and the manner of the accident. Our obligation is to reimburse only if our insured was legally at fault for the accident.  We have attempted to appraise fairly and properly all the information and reports available to us regarding the occurrence of this accident; and being guided by these facts, it is our conclusion that we are not liable for the loss. The insured claims he was struck in the rear while making a turn from the right hand lane. We regret to advise you, therefore, that we will be unable to pay your property damage claim. If you have any questions or concerns please feel free to contact me directly at [redacted] or [redacted]  Sincerely,  [redacted]

RE: Personal Automobile Policy: [redacted]
      LM-[redacted]/ NAIC: [redacted]
Dear Mr. [redacted],
This is in response to your July 6, 2015 correspondence to the Revdex.com regarding the above referenced policy. It...

was a pleasure speaking with you today and I appreciate the opportunity to respond to your concerns. I regret the circumstances that prompted your correspondence.
This policy initiated effective January 6, 2015 and cancelled effective February 25, 2015 for non-payment of premium.
After cancellation, a $932 bill was issued March 3, 2015 due March 23, 2015 reflecting premium due for coverage provided through the February 25, 2015 cancellation date. No payment was remitted and the $932 balance was referred to collections April 13, 2015.
Liberty Mutual Insurance uses a third party vendor, Credit Collection Services (C.C.S.), to secure past due premium owed for cancelled policies. Policyholders are referred to C.C.S. when their policy has cancelled and the balance is not paid within 21 days after the final bill due date.
However, you contacted our customer service department June 8, 2015 and upon review of the documentation you provided to Liberty Mutual Insurance, this policy was cancelled retroactive to the January 6, 2015 policy inception date. The balance due was adjusted to zero and C.C.S. was notified of the adjustment. There was no adverse credit reporting as a result of the previous collection activity.
Mr. [redacted], 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

Dear Mr. [redacted], This is in response to your May 6, 2016 correspondence to the Revdex.com. I am truly sorry your experience has been unfavorable and appreciate the opportunity to respond.  My hope is to provide the clarity you are looking for.First, I would like to provide a little...

background.  This policy was created on July 11, 2015 with an annual premium of $1,391.50 which included the $3.50 California Fraud Assessment Recoupment Surcharge.  There were twelve monthly Electronic Funds Transfer (EFT) payments of $115.67 ($1,391.50 divided by twelve) scheduled to pay your premium in full. With EFT, payment in arrears is permitted. Although your policy was effective on July 11, 2015, the first payment was not scheduled until August 3, 2015.  In addition, there were several changes to your policy that impacted your payment amount due.We received a $119.17 ($115.67 payment + $3.50 surcharge) EFT payment on August 3, 2015.   A $115.67 payment was received on September 1, 2015 and your balance was adjusted to $1,156.66. Effective September 10, 2015 we removed the 2007 [redacted] and added a 2007 [redacted].  This resulted in an annual premium revision from $1,391.50 to $1,346.50 and a credit of $37.49 applied to the policy balance for an adjusted balance due of $ $1,119.17.  Effective September 18, 2015 a 2004 [redacted] was added to the policy.  Your annual premium was revised from $1,346.50 to $1,828.25 and a prorated charge of $390.70 applied to the policy balance for an adjusted balance due of $1,509.87. We received three EFT payments; $111.92 in October, $156.59 in November and $155.17 in December.  You balance was adjusted to $1,086.19.Effective December 3, 2015, comprehensive and collision coverage was removed from the 2007 [redacted] and 2004 [redacted]. This resulted in an annual premium revision from $1,828.25 to $1,452.25 and a prorated credit of $226.72 applied to the policy. Your balance was adjusted to $859.47. On December 17, 2015, the $155.17 EFT payment from December 1, 2015 was returned unpaid. The policy balance was debited $155.17 for the returned payment and $25 returned payment fee was applied.  Your balance was adjusted to $1,039.64. Our records reflect that on December 2, 2015 a change was completed online through your eService account to stop EFT payments and start Recurring Credit Card (RCC) payments.  With RCC a $4 bill fee applies for each bill issued. We billed your credit card a $306.95 payment ($155.17 past due + $25 returned payment fee + $4 bill fee + $122.78 current month) on January 1, 2016.  However, this payment was declined. As a result, your policy was removed from RCC and placed on monthly direct bill. With this payment method customers will experience an increase in the monthly payment amount. This increase is due fewer billing cycles available prior to the expiration of their policy since we must allow for mailing time.  Instead of six remaining RCC payments there were only four bills ($785.52 divided by four) scheduled for the remainder of the policy term.  The annual premium remained the same.  As a one-time courtesy, the $25 returned payment fees was waived.  The balance was adjusted to $1,018.64.  In addition we received a $155.17 payment on January 11, 2016 and your balance due was adjusted to $863.47.  With the $25 waived fee and $155.17 payment, $180.17 of the $306.95 payment due was satisfied, leaving a balance due of $126.78.Effective February 2, 2016 the 2004 [redacted] was removed and a 2002 [redacted] F-350 was added.  Your annual premium was adjusted from $1,452.25 to $1,564.25 and a $48.83 charge applied to the policy. Your balance was adjusted to $912.30. A $327.16 bill ($126.78 past due from January + $4 bill fee + $196.38 current month) issued to you on February 1, 2016 due February 21, 2016. No payment was received.  Therefore, a cancellation notice issued to you on February 24, 2016 advising that $327.16 was due prior to March 10, 2016 to avoid cancellation.  Since the $327.16 payment was not received, the policy cancelled effective March 10, 2016 for non-payment of premium.  After the cancellation, a $525.38 credit was applied to the policy balance for the unused portion of the policy term and the balance due was adjusted to $389.15.A $393.15 bill ($389.15 policy balance + $4 bill fee) was issued on March 17, 2016 due April 6, 2016. After the cancellation, three $4 bill fees were credited toward the policy balance and the amount due was adjusted to $381.15.When we did not receive payment, we forwarded the $381.15 balance to a third-party collections vendor, [redacted], on April 26, 2016 which is how all unpaid balances on cancelled policies are managed at Liberty Mutual.  I 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.I enclosed a billing history detailing all the transactions and confirming the balance due.Regarding your concerns with the billing method change to direct bill, this occurred only after we were unable to process the payment using the credit card account you provided.  With respect to bills issued to an old address, we issued the bills to the address you provided as listed on the Declarations and have no record of a request to change this address.  We have the expectation you would notify us if any changes are necessary.  I forwarded your feedback regarding your September 25, 2015 and February 12, 2016 claims to our claims department and the appropriate management will respond separately.  In the meantime, if you have any questions, please contact our claims department directly at [redacted].Regarding the resolution you requested, while I am truly sorry your experience has been unfavorable, I am unable to remove you from collections until the balance due is satisfied.  As long as the balance owed is resolved with us directly or with [redacted] on our behalf, your credit will not be affected.Mr. [redacted], I hope that I have addressed all of your concerns. 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]  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]. Liberty Mutual continues to lose my respect for their customer service.  I did not request "reinstatement of the homeowners policy back to the cancellation date with no lapse in coverage". The intent of my request was for reinstatement with a current start date, which I communicated to the company.  I still can't believe that Liberty Mutual has asked me to pay for premiums for a canceled policy and/or one arbitrarily reinstated under the company's mistaken terms.
Regards,
[redacted]

Dear Mr. [redacted],This is in response to your additional correspondence to the Revdex.com.  I appreciate the opportunity to further respond.We are truly sorry about your unfavorable experience with the [redacted] program and assure you that we have asked the appropriate management to address what occurred.  However, we provided advance notification prior to the June 23, 2016 scheduled effective date of this policy of the premium impact if you did not elect to participate in this program and your premium was adjusted accordingly.As a valued customer, we appreciate you choosing us as your insurer and we want you to have the lowest premium possible.  However, please understand that we are unable to apply a discount if you are not eligible. Our customers may qualify for additional discounts over time.  For example, you and Ms. [redacted] are eligible for a discount if you both complete a state-approved Defensive Driving Course (online courses are accepted if approved by the state) which would result in an $80 annual premium savings once we are verbally notified of the completion.  The pro-rated credit would depend on the completion date.  This discount is valid for three policy terms with your continued incident-free driving record.  The savings amount may vary each year since it is calculated as a percentage of premium. Mr. [redacted], I am sorry that your experience has caused you to consider looking for another insurance carrier.  I hope you reconsider.  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]  Fax: [redacted]

Dear Mr. [redacted],This is in response to the December 31, 2015 correspondence to the Revdex.com.   I have been asked to respond to your concerns.  Please accept my apology for any miscommunication that may have occurred regarding the discounts we offer.  Prior to adding...

your daughter as an operator effective December 30, 2015 our records reflect we spoke with you on one other occasion regarding this subject.  You notified us approximately six months earlier on June 22, 2015 your daughter had obtained her permit. However, we have no records to support you were advised that you would receive a discount if a driver’s training course is completed.  We randomly record incoming calls for quality assurance purposes and the recordings are retained for a limited time, typically one to two months.  There was no recording of the interaction you described.Instead of a Driver’s Training Course discount, we offer a TeenSmart discount.  As a courtesy, we included this discount at the time your daughter was added.  The TeenSmart Driving Course is offered to operators who are under the age of 20. The course will take approximately 10 hours to complete. Once complete, [redacted] will notify Liberty Mutual. If the course is not completed within 60 days, the discount may be removed. To take the course, visit the internet site www.teensmartdriving.com or call [redacted] to sign up. You should mention our Priority Code “LMTS” to receive a special price of $69.95. We also offer a Parent-Teen Driving Contract discount.  The Liberty Mutual Parent-Teen Driving Contract is for an operator who is under the age 20 and has agreed to sign a contract with his/her parent/guardian. The contract is built to establish discussion points between parent and teen as well as discuss consequences of bad driving behavior. Our records reflect you were advised of the option to sign this contract and a discount was applied.  We appreciate your concern for your daughter’s safety and good driving habits and are happy she successfully completed Driver’s Training. While we are unable to reimburse you for the cost of the course, the TeenSmart and Parent-Teen Driving Contract discounts we added reflected $183 in premium savings. Mr. [redacted], we value you as a customer and appreciate you taking the time to discuss your concerns. If you have any further questions or feedback to share, please contact me directly.  I will be happy to assist you.Sincerely,[redacted]                            ...⇄ Associate Customer Care SpecialistCustomer Care Unit Personal Insurance Distribution Operations Phone: [redacted]  Fax: [redacted]

RE:   Personal Automobile Policy:  [redacted]        LM General Insurance Company/ NAIC: [redacted] Dear Mr. [redacted],This is in response to your recent correspondence to the Revdex.com regarding your auto policy. I have been asked to respond and...

appreciate the opportunity.Please accept my apologies if you did not want your regular policy bill sent to you electronically. We certainly offer options that do not include paperless billing, and regret you had not taken advantage of them. However, not all correspondence is issued electronically. Past due bills and cancellation notices are issued by US mail.I understand that you previously advised our representatives that you had remitted payment on January 20, 2017 and February 3, 2017. Unfortunately, our records show those payments were not received until January 26, 2017 and February 9, 2017, respectively. The cancellation notice was issued January 25, 2017 advising the full $525.50 had to be paid prior to February 9, 2017 to prevent cancellation. Since the final payment was not received prior to that date, the policy was cancelled accordingly. It’s important to note that if you utilize online bill payment through your financial institution that the date posted on your account may not be the date a company receives payment. Many financial institutions make an immediate deduction from your account and then mail a check to the respective company, only to be received several days later.Furthermore, even though we issued a refund for overpayment, we received no communication from you to confirm or inquire about the status of your policy until after the claim occurred. Regrettably, after a loss has occurred, we will not reinstate a policy that has cancelled for non-payment.The proof of mailing for the cancellation notice is enclosed for your reference. While we are not required to send a cancellation notice by certified mail, we are required to document when it was sent. This is the only requirement of your policy provisions or of the law.Mr. [redacted], I regret my response could not be more favorable. If you have further questions or concerns, please feel free to contact me directly. I will be happy to assist you.Sincerely,[redacted]Customer Care SpecialistCustomer Care UnitPhone: [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].
 
Regards,
[redacted]

This is in response to the January 5, 2018 correspondence to the Revdex.com.   I have been asked to respond and I appreciate the opportunity.   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.  Please accept my apology for any miscommunication that may have occurred regarding the premium impact of filing a claim. Liberty Mutual’s policy contract with you obligates us to investigate and pay all covered losses under the policy. The claim handler and/or service representative cannot anticipate at the initial reporting of a loss what the total claim payout will be or what affect it will have on your premium. We will review your experience to see what could have been done differently to ensure a positive experience for a valued customer. Also, there are discounts we offer that may gradually decrease over time, such as your Early Shopper discount. In addition, your claims history is a factor in your premium determination and any qualified claims that occur within the experience period may impact the policy price. A qualified claim is any claim or prior loss, excluding medical payments, earthquake, and mine subsidence losses, less associated subrogation recoveries, which results in a paid loss of $500 in excess of the policy deductible. The experience period is defined as 36 months. Since the April 28, 2017 loss meets the definition of a qualified claim, the Claims Free discount was removed effective the February 8, 2018 renewal.  It is never our intention to disappoint a valued customer. However, insurance costs have trended upward. The premiums we charge are the rates needed to ensure we meet our financial obligations to our customers. Liberty Mutual Insurance has been committed to providing quality insurance for over one hundred years and we are confident we will be there for our customers when they need us most.