GENTERA

We have reviewed the customer’s complaint, and I appreciate the opportunity to respond. Please accept my apologies for us initially applying the payment to the wrong policy. This was our error, and I am truly sorry that this caused confusion on the account. The payment of $260.33 was misapplied on...

11/19/17, and on 01/05/18, the charge was refunded to the credit card upon notification that the payment was applied to the incorrect policy. Per customer’s request, we cancelled the policy effective 11/30/17, with a balance of $193.40 due on 12/21/17. Payment was not made within 21 days of the due date, so the account was sent to Collections on 01/10/18. We received payment of $193.00 on 01/17/18, wrote off the $0.40 difference, and there is no longer a balance owed. [redacted] was notified of this adjustment and there has been no adverse credit reporting as a result of the prior collection activity. Per my conversation with [redacted] on 01/25/18, the account has been cleared from their records.  To address customer’s concerns regarding discourteous treatment from our service representative, I sincerely apologize that the customer was disrespected in any way. There is never an acceptable reason for poor customer service. We appreciate the willingness to share your experience as it is helpful in identifying areas where we are not consistently meeting our service standards or our customers’ expectations.

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 did not notify me of cancelation of the policy.  We had to emergently get another homeowners policy which cost us double the premium.
Regards, [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. I requested reevaluation of my policy and premium every year. You may want to go back and review the call history on my policy for last 15 years. From my available phone records of last 18 months, I placed 2 calls for policy review ion 2nd October 2014 and 30th September 2015. The October 2nd call review came out no change but because I threatened to move policy to state farm, liberty now carefully reviewed and reduced the premium on September 2015. Basically your policy review is very subjective and deceiving. You guys only do proper review only if the customer has a competitive rate from other providers. By the way my credit history is always excellent.secondly I am not sure whether you review is correct and through. I think you just picked last 2 transactions and framed your response. This shows gross negligence on your part in addressing my grievance. Understand I am the victim of your insurance company for having my policies with liberty for 15 years. Here is why I think you did a lousy review. I have signed up ebills for long ago and I receive the ebills each month to my personal email address and also to my financial institute. But you say your system doesn't show that ebills were setup. So this makes me think either it is a bug in your system or you don't know extracting the proper information out of the system. It is clear indication to me is that your response lacks credibility to trust and close the issue. I also believe the front people who perform the policies review the system doesn't take all information to give proper value to the policy holders and that is the reason why I was told the premiums are properly valued but the story changed after I have a competitive bid.  I once gain please check my phone calls and respond me back with credible details. Lastly it is a common sense when the customer pay his premiums the on on-time each month for last 15 years irrespective of premium value and payments suddenly stopped after reduction in premiums. A company that values their customer would attempt to give a phone call to the customer before canceling the policy. Your company failed to upheld highest standards in providing satisfactory customer service. You choose to cause pain to me by canceling the premium with a intention to charge higher premiums. It is shameful act.
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.

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]

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].. 
The response will be rejected due to the inconsistencies involved with Liberty Mutual's policies of un ethical advertisements.  The public does not need to be lead into filling out lengthy online forms only to be purposely stalled and forced to call in, be put on hold, and then re enter (verbally) all of the information previously entered on the online site, with a double increase in rate.  This has SCAM wrote all over it, and I feel the public should AVOID all contact with this company as Liberty Mutual is not a company that can stand by the principle of accident forgiveness if Liberty Mutual does not accept consumer's with Accidents, and that the company RELIES on FRADULENT ADVERTISMENT to lure in consumers illegitimately. 
Regards,
[redacted]

At this time all claim made by Ms. Wagner against our customer [redacted] Brands Inc., have been resolved, paid and closed.  Sincerely, [redacted]Claims Team Manager

Liberty Mutual provided a response directly to the NY Department of Insurance in response to this complaint.

Dear Ms. [redacted], This is in response to the November 10, 2016 correspondence to the Revdex.com. I have been asked to respond to your concerns. Please know that it is always our objective is to be responsive to our customers’ needs. I regret your bank account was negatively impacted by...

the unanticipated withdrawal and you still have unresolved concerns. 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.Our records reflect on October 13, 2016, a $144.50 payment was processed for your prior automobile policy. In addition a $208.42 payment ($149.25 for current automobile policy + $59.17 for condominium policy) was processed. When we were notified of your concern, a payment of $149.25 was returned to your bank account on October 28, 2016. Doing so decreased the remaining billing cycles available for your monthly Electronic Funds Transfer (EFT) payments. Instead of twelve billing cycles, there would only be eleven which increased the monthly EFT payment to $162.82 ($1,791 annual premium divided by 11).  In regard to the other payments that were processed, the $144.50 payment was the final payment due for your prior policy and the $59.17 payment was due for the condominium policy. These payments are unable to be refunded. You requested to be reimbursed a total of $364 in fees. However, after reviewing your bank statement and our records, a check for $112 was mailed to your home address to reimburse four of the $28 overdraft fees. We are unable to pay the additional $252 that you are requesting. We reimbursed the fees that were a result of the unanticipated payment.Ms. [redacted], we are sorry you had an unfavorable experience with Liberty Mutual Insurance. 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 Unit[redacted]

Dear Mr. [redacted],This is in response to your February 28, 2017 correspondence to the Revdex.com regarding your automobile policy. I appreciate the opportunity to reply.I regret the circumstances that prompted your contact and apologize for the inconvenience this matter has caused. We value...

you as a customer and appreciate your willingness to share your experience as it is helpful in identifying areas where more attention can be placed to ensure a positive experience with our current customers.  Liberty Mutual has partnered with organizations throughout the country to offer insurance products to its members. Because you met specific criteria obtained through the promotional inquiry, Liberty Mutual mailed you such an offer. Promotional inquiries indicate a company has obtained name, address and other limited information so it can make an offer of insurance.  To prevent you from receiving additional offers such as this in the future, I removed you and Ms. [redacted]’ names from our mailing list. In the unlikely event any mailings were pre-scheduled prior to today, there may be a final issuance of promotional material from us in the next 6-8 weeks.At Liberty Mutual, we always strive to give our customers the best price possible. Therefore, the savings advertised in the mailing have already been factored into your premium.In review of your current policy, you are receiving several policy and vehicle level discounts, including your affiliation through [redacted] Alumni Association. If you would like us to review your policy with you for any potential savings, please contact me at [redacted] between the hours of 9:00 a.m. – 5:00 p.m. Eastern Time. Additionally, we have a team of dedicated licensed insurance professionals available beyond normal business hours. They are available seven days a week at [redacted] from 8:00 a.m. – 10:00 p.m. Monday through Friday, 8:00 a.m. – 8:00 p.m. on Saturday and 11:00 a.m. – 5:00 p.m. on Sunday (Eastern Time).Mr. [redacted], thank you for contacting us. I hope that I have addressed your concerns today. If you have any additional questions, please reach out.  I will be happy to assist you.Sincerely,[redacted]Associate Customer Care SpecialistCustomer Care Unit[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. 
I spoke with [redacted] in Liberty Mutual underwriting this morning.  She agreed to drop the requirement on the railing on the flat roof on the fallout shelter which was mistakenly identified as a deck.  She also said that as soon as my new roof is completed I may reapply for a new policy, so once that new policy is approved I will accept your response.  
Regards,
[redacted]

Dear Mr. [redacted], This is in response to the January 26, 2016 correspondence to the Revdex.com regarding your previous automobile policy. I have been asked to respond and I appreciate the opportunity.  I regret any inconvenience this matter has caused you.  Our records...

indicate you initially contacted us May 13, 2015 and June 18, 2015 in order to obtain quotes for transferring your insurance from New York to Michigan.  At that time, you declined to initiate a Michigan policy with Liberty Mutual Insurance.  Our representative advised you of the plate return requirements and ensured you were advised that there may be possible fines if the license plates are not returned prior to the policy cancellation.  Any fee or fine assessed by the New York Department of Motor Vehicles (NY DMV) is entirely at their discretion.  I am pleased they did not assess a fine in this case.Since we were not notified you obtained alternate coverage, this policy remained active and the billing continued.  After consecutive bills issued to you May 18, 2015 and June 18, 2015 remained unpaid, a cancellation notice issued to you July 13, 2015 advising a minimum payment of $678 was required prior to August 2, 2015 to prevent cancellation of this policy.  No payment was remitted and this policy cancelled effective August 2, 2015 for non-payment of premium.  After cancellation, a $138 bill issued to you August 10, 2015 due August 30, 2015 reflecting premium due for coverage provided through the August 2, 2015 cancellation date.  You contacted our sales office August 18, 2015 when you advised that you obtained other insurance effective July 1, 2015.  This policy was reinstated and you were again advised about the plate return requirements for the state of New York and that the plates must be turned in prior to the cancellation of the policy.  In addition, physical damage coverage was removed from the vehicles and the annual premium was adjusted from $1,426 to $766.  When we did not hear from you regarding the plate return, our service representative contacted you September 29, 2015 to inquire if the plates had been returned.  You advised they had and together we initiated a conference call with the NY DMV to confirm the date the plates were returned.  They confirmed the plates for the 2009 Honda were surrendered September 8, 2015.  Our representative offered to backdate the cancellation to July 1, 2015 and issue a PS-613, which describes the impact of cancelling a policy in NY without returning the plates first.  You declined to make any changes at that time and the policy remained in force and billing continued.As the bills issued to you remained unpaid, another cancellation notice issued to you November 11, 2015 advising a minimum payment of $372 was required prior to December 1, 2015 to prevent cancellation.  However, you contacted our sales office November 17, 2015 and advised you were going to contact the NY DMV and request a copy of the FS-6 showing the date the license plates for both vehicles were surrendered.  This information would allow us to backdate the cancellation appropriately.Neither the prior information was received nor was a payment remitted; therefore, this policy cancelled for non-payment effective December 1, 2015.  A $331 bill issued to you December 8, 2015 due December 28, 2015 for the residual balance owed for coverage afforded through the 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] ([redacted]), which is how all unpaid balances on cancelled policies are managed at Liberty Mutual.  On January 25, 2016, we received notification from you that the license plates for both vehicles had been returned and our representative initiated the process to cancel.  We agreed to cancel retroactive to July 1, 2015 as you obtained alternate coverage effective that date and understood the repercussions of cancelling insurance on a vehicle registered in New York State.  The cancellation date for this policy has been adjusted to July 1, 2015 and the balance remaining has been adjusted to $25 which reflects the premium owed to pay the policy through the July 1, 2015 cancellation date.  A final bill issued to you January 29, 2015 due February 18, 2016 and I mailed a copy to your Michigan address under separate cover.  [redacted] has been updated and Liberty Mutual did not report to any credit bureau.  A billing history is enclosed for your review.  Mr. [redacted], I thank you again for reaching out with your questions and comments.  I hope that I have answered all of your questions today.  If not, please feel free to contact me directly at [redacted] or by email at [redacted] and I will be more than happy to assist you.Sincerely,[redacted] [redacted]Associate Customer Care SpecialistCustomer Care UnitPersonal Insurance Distributions OperationsTele: [redacted]Fax: [redacted]Enclosure

Thank you for your consideration and actually picking up the phone to contact me during this complaint. 
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]

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]

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]. 
[redacted] has not contacted me.  She has not even followed up with my witnesses as she stated she would.  She didn't do her due diligence in regards to this case to get the complete information.  [redacted] didn't call me, because I have voice mail capabilities on my phone, as well as a call log and she didn't leave a message or contact me via email.  Had she contacted me I could have provided her my new address as I have moved.  So I didn't receive any letter of denial from her either.  Furthermore how can you deny something where she didn't follow up on all aspect of the case. This is extremely frustrating and very unprofessional of liberty mutual.  As [redacted] stated in the letter the last email correspondence was 1/11/2016 which is incorrect.  I emailed [redacted] on 1/13/2016 and still didn't receive any response.  Please provide time stamped information showing the email that she sent me.  Please also provide time stamped information showing she called me on 3/28/2016.  This company is trying to get of paying a claim that they are legitimately liable for. I have provided [redacted] with so much information that she has neglected to mention in the response. Please pull all calls.
Regards,
[redacted]

I am writing today in response to the complaint from [redacted], which was received by our Presidential Service Team.   According to the explanation included in the complaint, the policy holder was not aware of the outstanding balances on both the vehicle and property policies.  ...

Please know that we take our responsibility to our customer very seriously. So thank you for bringing this matter to our attention.   The property policy was cancelled effective September 26, 2017 per the policyholder’s request. This policy was paid through September 3, 2017. The outstanding balance of $85.38 is for the coverage provided from September 3 to September 26.   The vehicle policy was cancelled effective September 26, 2017 per the policyholder’s request. This policy was also paid through September 3, 2017. For the period from September 3 to September 26 has a balance of $342.50.   The remaining forwarded balance was forwarded to a third-party collections vendor, [redacted] ([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. [redacted] manages unpaid balances on cancelled policies and therefore would handle any payment arrangements.  You may contact them at ###-###-####.  Their hours are Monday through Friday from 5:00 a.m – 9:00 p.m. and Saturday from 6:00 a.m. – 2:30 p.m. Pacific Time.   On behalf of Liberty Mutual, I would like to apologize for any frustration we may have caused Mr. [redacted].

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.Thanks again for all your work to resolve this matter. We really appreciate it!
Regards,
[redacted]

Dear Mr. [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 with the Electronic Funds Transfer (EFT) payments being in arrears. It was not our intention to disappoint you as our goal is to provide exceptional service. You elected to remit payments via our monthly EFT billing method, which allows for twelve installments drafted on the 30th of each month as your chosen bill date. If the billing date occurs on a weekend or holiday, it delays the processing until the next business day.Allowing our customers to submit payment in arrears is intended to allow our customers additional flexibility with payment remittance and the option to select any EFT withdrawal date they choose. Payment in arrears is applicable to many of our customers. The fact that we only require a down payment from our customers during the initial policy term confirms (unless our customers select to pay their annual premium in full with the first bill) that payment in arrears occurs regularly.You indicated the dates when payments were processed are not the same dates on your bank statement. It may take 1-3 business days for the payments to post, so there may be a day or two difference for this reason. I previously issued a billing history for each policy term. With this response, I attached statements reflecting all transactions, payments received and remaining balance due. I am unable to adjust your remaining balance due. As a courtesy, the $5 bill fee and $25 returned payment fees were waived; however, the $161.25 balance appropriately reflects the premium due for coverage afforded through the cancellation date. The fact that we provide coverage before we bill you for it does not warrant adjustment on the amount owed. It is an acceptable business practice to bill you for services after they are performed.Mr. [redacted], if you have further questions, please feel free to contact me directly. I will be happy to assist you.Sincerely,[redacted] J [redacted]Associate Customer Care SpecialistCustomer Care UnitPhone: [redacted] Fax: [redacted]Enclosures

Dear Mr. [redacted],    This is in response to your March 30, 2016 correspondence to the Revdex.com.  I appreciate the opportunity to respond.  Please accept my apology your service experience did not meet your expectations.  I also regret any miscommunication which...

resulted in you not receiving the call you anticipated from a supervisor.  However, please understand that we are unable to respond to your request for answers to your hypothetical claims scenarios.  I reviewed the multiple scenarios you presented to our sales representative.  We do not recommend that our sales representatives respond to the types of questions you asked.  Coverage for any particular claim is dependent on the facts of the particular loss and the insurance policy in effect at the time of that loss, including terms, exclusions, limitations and conditions listed on your Declarations page.   We are concerned that providing advice about the availability of coverage in response to hypotheticals may give rise to a misunderstanding as to how coverage may ultimately be determined in the event of a future specific loss.Since you did not elect to purchase a policy with us to date, we do not have a policy contract to issue to you.  If you would like me to send you a copy of the basic tenant policy form plus any endorsements you may be interested in, I would be happy to do so.  I will send this information by email or mail at your direction. Mr. [redacted], I regret your initial experience was unfavorable.  If you have further questions or concerns, please contact me directly.  I will be happy to assist. Sincerely,[redacted] [redacted]Associate Customer Care SpecialistCustomer Care UnitPhone: [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 will not accept the fact that Liberty Mutual staff made numerious mistakes and broke contracting law when they made changes to our/their contract without my approval.  Any changes to a document requires my approval, and my approval was never received.   I am going out of town and will not be back until May 4, 2017 sometime in the afternoon.  [redacted]
Regards,
[redacted]