GENTERA

Spoke with Mrs. [redacted] on 12/30 after the initial complaint came in through the [redacted].  I advised her that after reviewing the damages it seems as the damages are questionable of how the loss actually occurred.  There are no witnesses to the accident and the damages don't match up....

 She said that was not correct and she said that her daughter saw the accident.  I made her rephrase what happened as the daughter only heard the accident and did not see the accident.  She did not want to file a claim through her own insurance even though I explained the insurance process with her.  On 1/5/2016 Liberty Mutual received photos and estimate for the damages to the claimant's vehicle.  Damage to the lower fender and wheel area.  there is no real scuff marks off of the claimants vehicle and there is a little rust spot where the bumper meets the fender.  I really couldn't tell if this is exactly where allegedly a [redacted] would have struck the parked vehicle.  The damage is too slight.  I did request the height of the damage from the shop but they did not oblige.  Details of the accident are questionable at best. Mrs. [redacted] indicated that her daughter heard the accident and then recanted and said that her daughter "saw" the accident. However she was unwilling to let Liberty Mutual speak with the daughter. There were no independent witnesses in the case and the photos really don't show any scraping along the side of the bumper.  At this time I would at most be willing to offer 50% of the damages in lieu of a full and final settlement.  The Property Damage is $1192.35 @ 50% = $596.18Settled case with the claimant on 1/6/2016 in the amount of $596.18.  She was ok with the settlement but still believed that [redacted] struck her vehicle. Payment went out to Mrs. [redacted] on 1/6/2016Tell us why here...

The accident occurred on 1/7/16 and yes we are closed over the weekend so the adjusters received the claim on 1/9/16 and made contact immediately. We have reviewed the steps needed for medical treatment and payment, have placed Mr. [redacted] in a rental vehicle and we are working with Mr. [redacted] and his...

preferred shop to get an estimate of his damages to then complete repairs on the vehicle. We will continue to work with Mr. [redacted] on settlement for all aspects of the claim. If anything else is needed my direct phone number is [redacted].Thank You,[redacted]Auto Team Manager

Dear Ms. [redacted],This is in response to your additional correspondence to the Revdex.com.  I apologize if our previous response did not meet your expectations and appreciate the opportunity to further reply.  While we regret any miscommunication that occurred regarding the account information you provided, your balance owed is based on the premium due for coverage afforded through the cancellation date.  We are unable to calculate premium owed based on a premise that you would have cancelled earlier when this did not occur.   Second, you were enrolled in the RightTrack program at the inception of the policy effective May 26, 2016 and an initial 5% discount was applied to the policy. The discount was only removed after we did not receive the signed Terms and Conditions form required to participate in the program.   As you stated, a prorated charge of $93 was added to your policy.We later received the signed Terms and Conditions and you were enrolled again in the program effective July 21, 2016.  The prorated credit of $83 was applied to the policy based on when you complied with the requirements of the program.  We are unable to backdate the addition of the discount to the date you were opted out since you had not returned the Terms and Conditions at that time.  In addition, after the RightTrack discount was added again, it remained on the policy through the cancellation date, it was not cancelled again as you indicated.We appreciate your $172.69 payment received August 25, 2016.  As a courtesy, I waived the $5 bill fee included on your final bill. Your balance due has been adjusted to $82.23.  This amount remains due.Ms. [redacted], thank you for contacting us.  I am truly sorry we have lost you as a customer and regret our relationship did not end on a positive note.  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: ###-###-####  Fax: ###-###-####

Dear Mr. [redacted], This is in response to your additional correspondence to the Revdex.com regarding your automobile policy. I am sorry to hear of your continued concern and appreciate the opportunity to respond. I truly appreciate your kind words and am grateful I was able to assist you with obtaining a more favorable renewal premium. However, I regret we are unable to provide the resolution you are seeking as there is no flexibility with respect to the premium we charge. We are unable to offer Accident Forgiveness if a customer is ineligible. While the rating rules relevant to your policy are not included in your policy contract, we acknowledge that all our representatives should provide accurate information and have addressed your service experience with the appropriate management.  Please know that it was never our intention to disappoint a valued customer. However, as I explained in my prior response, your own driving history is only a portion of the information used to determine premium, there are multiple other factors considered. To set the appropriate expectation regarding any adjustments to your premium, we issue our renewal offer at least one month in advance of the renewal date. Mr. [redacted], thank you again for reaching out. If you have further questions or concerns, please contact me directly. I will be happy to assist you. Sincerely, [redacted] [redacted]Customer Care SpecialistCustomer Care UnitTele: ###-###-####Fax: ###-###-####

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my...

issues and/or concerns in reference to complaint # [redacted].  
I am rejecting this response due to the fact that not a single step has been taken in your investigation. The tow company contacted me because you guys have not contacted them. The other Driver was cited at the scene and the wreck had an obvious at-fault party. It has been well over a month now and I don't even have a rental vehicle. That was my only vehicle that your driver took out and I need you to do what needs to be done to get my family back on the road and my lawyer will handle the personal injury.
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. Regards,
[redacted]
What more is to say your agent lied, a classic bait and switch.  He lied and he intentionally mislead me. I do not believe it was an accident. I know companies like yours have scripts to follow and I'm sure in that script it wouldn't say check the box for homeowners when he didn't give you a homeowner's insurance that is illegal fraud. I have already contact the State commission for insurance about this matter and they will contact you to to resolve this. And finally I don't think it's legal for your company to change my policy and not inform me of the change that's giving me an option as to whether I want to keep the policy. You did not do that.

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. 
 Response is very inappropriate and written by someone who has no knowledge about the case and facts. It is very unfortunate. This is another reason why I should not be with this company going forward. It simply kills trust for the following reasons:1. Response says:  DMV is not correct. It is not appropriate response and completely misleading. This was the one among many other concerns led to this complain.  DMV as well as other insurance company where I moved the new VAN insurance coverage confirmed me clearly that Liberty Mutual is wrong. There is no such provision or NC law for not registering vehicle with parents if both now leave at same address even when vehicle is on child’s name. I was expecting simply expecting them to say that they are sorry and it is just Liberty Mutual policy and not DMV. We do not register. Sorry, that person knowing charged the [redacted] card when he should not have as it is very clear in recorded conversation that I disclosed it to him and in fact he asked the questions about why the Van is in child’s name. Then, I am still puzzled why response is so defensive and try to put in-fact blame on the customer. To me, person who charged my card should be fired as he absolutely knew about the complete case and still did it. 2. Response says: Customer should have informed us in past that child was at this location. This response is also incorrect and try to mislead and deviate from original complain about fraudulent charge to my card. In my conversation with LM members, I made it very clear that child is moving in as he has completed the college. How come I include him when he has not leaved with us in the past with us. It was clearly discussed and I hope ML has recording of it in case I need to take this case to the court. Again, a simply sorry would have kept this decade long partnership. But now I see each person I discuss in ML talks different story (I spoke with five individuals REPS in ML and received five different stories so far). Since, I have lost the faith in ML, it ends here only. Thanks Revdex.com for taking it up. I will go back to DMV and seek next steps against ML. I suspect they are doing more of these fraudulent activities with others too. I know, I am upset and to be fair to ML they have right to have their own policies. But there inappropriate response to not say sorry, blaming customer itself and not focusing on the person who charged my card incorrectly as he knew clearly VAN is purchased on my child name but still he went ahead and did it is devastating and illigal. 
Regards,
[redacted]

February 18, 2016To:                   Revdex.com Complaint ResponseRe:                   [redacted]Date of Injury: ...

01/03/2016eStar Case#:    [redacted]Attn:  To Whom it May ConcernMs. [redacted]’s claim was assigned to a new adjustor on February 10, 2016.  The new adjustor has since been in contact with Ms. [redacted] and has resolved all outstanding issues regarding her indemnity and medical benefits.  If you would like to discuss further, please feel free to call me at [redacted].Thank You,[redacted] | Claims Team Manager Liberty Mutual Insurance/Helmsman Management ServicesCommercial Insurance Claims Workers’ Compensation – [redacted], IL(P) [redacted] (P) [redacted] Ext [redacted]  (F) [redacted]Mailing address: [redacted]

Dear Ms. [redacted],
This is in response to your September 21, 2015 correspondence to the Revdex.com regarding your automobile policy. I have been asked to respond to your concerns and appreciate the opportunity.
This policy initiated effective October 17, 2014 and is scheduled to...

renew effective October 17, 2015.
At Liberty Mutual, we are very serious about our obligation to offer our policyholders a competitive premium while remaining financially secure. Maintaining this balance means we must periodically review our rates and make necessary adjustments. Some of the factors that impact overall rates include the increasing costs of vehicle repairs, medical expenses, the frequency and severity of claims, and our collective loss experience in the state of Colorado.
Another factor is the percentage amounts of your Early Shopper, New Move, and New to Liberty Vehicle were decreased with your October 17, 2015 renewal. Although these discounts are applicable for several years, the percentages allotted for these discounts decrease each year as your policies age.
In addition, prior to your October 17, 2015 renewal, we obtained the most up-to-date information regarding the operators’ driving histories. A review of this information indicated that Mr. [redacted] received a violation for operating a vehicle in unsafe conditions on January 2, 2015. This violation was also a factor in your premium determination.
You indicate in your correspondence that your policy includes Accident Forgiveness January 2, 2015 accident should therefore be forgiven. To date, the accident is not reflected in your loss history. In addition, Accident Forgiveness does not apply to violations. Also, with the recent violation, this policy is no longer eligible for Accident Forgiveness. In order to qualify, the following criteria must be met:
    • Every experienced operator on the policy must be a full five years clean for the most recent five year period.
    • At least one operator on the policy is licensed for at least five years.
    • No accident was forgiven by Liberty Mutual during the last five years.
Due to Mr. [redacted]’s January 2, 2015 violation, he does not have five or more years of clean driving history. Therefore, this policy no longer qualifies for Accident Forgiveness effective the October 17, 2015 renewal. While we regret any misunderstanding, our commercials indicate Accident Forgiveness is available to qualified customers and certain conditions or eligibility requirements apply.
In summary, your driving history is only a single factor in your premium determination. While the violation was a factor, it was not the sole factor. There are multiple other factors considered. While Accident Forgiveness is offered to qualified customers, it does not apply to violations and the eligibility criteria have to be met. The premiums we charge are the rates needed to ensure we meet our financial obligations to our Colorado automobile customers.
Ms. [redacted], you are a valued customer and we thank you for allowing us to provide for your insurance needs. If you have further questions or concerns, please contact me directly. I will be happy to assist you.
Sincerely,
[redacted]
Customer Care Specialist
Customer Care Unit
Personal Insurance Distribution Operations
Tele: 1-[redacted] | Fax: 1-[redacted]

Dear Mr. [redacted], This is in response to your additional March 7, 2017 correspondence to the Revdex.com.  I regret you were unsatisfied with my previous response. It was meant to provide a history of the communication we received regarding your home on [redacted]. Although there were many moving parts, including changes in the named insured, we were not notified that your insurance needs had changed for that location. Therefore, while we appreciate your concern, our position remains unchanged.As you stated, we are the experts regarding insurance. In the same respect, you are the expert of your needs and the changes in your life. We are neither able to assume the status of your personal situation, nor do we automatically move customers from one policy type to another. We remained available to discuss your policy since inception in 2013 and only became aware of this concern on February 24, 2017.We have over 100 years’ experience providing insurance needs and do have customers that insure two homeowner policies within a short distance. If you own the home, live there part-time or seasonally, furnish it with your belongings, and do not rent it out to others, a homeowner policy would be required. For example, I have family members that insure their main home and their lake home, both as homeowner policies, with a distance of only 15 miles between the properties. The argument that one cannot own two properties that are residential, and insure as such, is inaccurate.Additionally, payment was made for a loss dated August 31, 2015 on the [redacted] policy under the Home Computer Endorsement. This coverage would not have been applicable under a long-term rental policy, as it would only insure the building and not your personal property. As you stated, the August 23, 2016 claim was filed; however, you did choose to pay out-of-pocket due to the difference between the deductible and the tree damage.Mr. [redacted], you are a valued customer. Again, if you would like a quote to rewrite the [redacted] policy to a landlord policy going forward, please contact me and I will coordinate this for you. 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

Dear Ms. [redacted],This is in response to your October 31, 2016 correspondence to the Revdex.com. I have been asked to respond to your concerns. Please accept my condolences on the loss of your mother. I regret there has been a delay in processing the cancellation and issuance of the refund for her tenant policy. I understand how disappointing it must have been when you did not receive the refund within the timeframe you anticipated. Feedback has been provided to the appropriate management to review and address in an effort to improve our service in the future. On September 15, 2016, we received the court documents reflecting you are the executor of your mother’s estate. At your request, this policy was cancelled effective May 1, 2016 and a $137 refund check was mailed September 15, 2016. However, on October 13, 2016, we were notified that the check was not received. A stop payment was placed on the first check (check #[redacted]) and a replacement check (check # [redacted]) issued on October 13, 2016.After receiving your correspondence, I contacted you on November 7, 2016. When we spoke, you indicated you still were waiting on the refund. I placed a stop payment on check #[redacted] and a new check will be mailed to the address you requested in the next one to two business days. Please allow approximately two weeks (from the date of issuance) for receipt. Ms. [redacted], thank you for contacting us. I am truly sorry you had an unfavorable experience. We anticipate you will receive your refund shortly. 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 Sincerely,[redacted]Associate Customer Care SpecialistCustomer Care UnitPhone: ###-###-#### Fax: ###-###-####

Dear Ms. [redacted],This is in response to your January 3, 2017 correspondence to the Revdex.com. I am truly sorry to hear you decided to cancel your policy. However, the balance owed is appropriate and unable to be waived. With that said, I appreciate the opportunity to respond and hope to...

provide the clarity you are looking for.Liberty Mutual Insurance has a partnership with [redacted] for the writing of homeowner policies. This policy initiated through this partnership effective August 1, 2013 and subsequently renewed each year, most recently August 1, 2016 with an annual premium of $580. You elected monthly Electronic Funds Transfer (EFT) as your preferred method of payment with a withdrawal date of the 15th. With this billing method, there were twelve payments scheduled in the amount of $48.33 ($580 divided by twelve, with the final payment adjusted a few cents) to pay the annual premium in full with the first payment scheduled August 15, 2016.With our monthly Electronic Funds Transfer (EFT) payment option, the payment is submitted to your bank on the date you select. However, there may be a delay if the payment date falls on a weekend or holiday. In those cases, the payment will be processed the following business day. In addition, there may be a delay for your bank to process the payment and we advise our customer’s payments will be processed within 1-3 business days. If the funds are not available in your account at the time of withdrawal, a second attempt may be made by your bank within ten business days. If the second attempt is unsuccessful, the payment will be returned as unpaid and the following month’s EFT withdrawal will include the previous month’s balance in addition to a returned payment service charge if applicable. Our records reflect that we submitted the August 15, 2016 payment and on August 17, 2016 we were notified you did not intend to renewal the policy; therefore, we processed the cancellation effective August 1, 2016. You contacted customer service on August 26, 2016 to inquire about a recent withdrawal and we informed you that the August 26, 2016 payment in the amount of $48.33 was a “retry payment” of the August 15, 2016 EFT payment processed, which suggests the funds were not initially available. However, the payment was successful on the second attempt.Since your policy had cancelled effective the August 1, 2016 renewal, on August 29, 2016 we issued a $48.33 refund to your checking account ending in [redacted] for the payment received. However, on August 31, 2016 we were notified that a stop payment was placed on this payment. The $48.33 was debited back to the policy balance and a $25 returned payment fee was also applied, adjusting the balance due to $73.33.We issued a $78.33 bill ($48.33 refund + $25 returned payment fee + $5 bill fee) on September 15, 2016 due October 5, 2016. An email reminder and courtesy letter also issued to you on October 6, 2016 advising you to remit payment to prevent collection activity.As we did not receive your final payment, we forwarded the balance to a third-party collections vendor, Credit Collection Services, which is how all unpaid balances on cancelled policies are managed at Liberty Mutual. This course of action is one we must take when we do not receive final payments on cancelled policies. I attached billing histories for both the 2015-2016 and 2016-2017 policy terms confirming the payments received and balance due. As a courtesy, I have waived the $25 returned payment fee and $5 bill fee leaving a balance of $48.33. As long as the $48.33 balance owed is paid or resolved with us directly or with C.C.S. on our behalf, your credit will not be affected.While we appreciate your concern, we were not notified of your intent to cancel this policy until August 17, 2016, after we had already requested payment. We refunded the $48.33 to you, and then the payment was returned by your bank, adjusting the balance due. Therefore, we billed you for the balance and sent you reminders to remit payment; however, we did not receive a response. The $48.33 balance remains due and we unable to waive. Ms. [redacted], thank you for contacting us with your billing questions. Again, I am sorry you have decided to cancel your policy. 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 UnitPhone: [redacted] Fax: [redacted]Enclosure

RE:  Personal Automobile Policy: [redacted]        LM General Insurance Company/NAIC: [redacted]              Dear Ms. [redacted],This is in response to your May 4, 2017 to the Better Business...

Bureau regarding your automobile policy. I appreciate the opportunity to reply and apologize for the delay in receiving your refund. This policy was scheduled to renew effective April 4, 2017.  We billed you on March 6, 2017 for the $2,420 annual premium.  After receiving the required documentation from your new carrier, we processed the cancellation at your request effective March 26, 2017 to correspond with the effective date of your new policy.  We received your $2,420 payment on March 17, 2017.  Since this policy was cancelled, a $2,476 refund was issued (including $56 from the prior term) on April 13, 2017.  Due to a printing error, the refund check printed without your name and address.  The refund was delayed due to this rare error.  It was a pleasure to speak with you on May 5, 2017.  After our conversation, we processed an ACH refund directly to your financial institution account.  When we spoke again on May 8, 2017, your confirmed receipt of the refund.  Ms. [redacted], I am so pleased that this concern has been resolved.  Additionally, I have enclosed the billing histories for your review. If you have further questions, please contact me directly.  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].  
Thank you for the response, but please note that we are still misaligned on what transpired. In your reply, you state that "During the previous policy periods several coverage changes occured, at the policholders request. These changes cause the policy premium to change each time." There are only two level of coverages that I had requested during the 4.5 years that this RV had coverage with Liberty Mutual.  Storage and Basic Coverage.  If there were other levels of coverages place on the policy, they were not requested by me and either were "coding" errors on the "manual" policy or other errors.  Please check the notes on the account when I placed calls to either place the RV in storage or remove from storage.  You should find that I always requested the same two coverage levels: 1. Storage (11 months / year). The yearly rate started at $203/year in 2013 and was $239/year in 2017.  The increase of 17% during a 4 year span seemed reasonable to me.2. Basic Coverage (1 month / year).  This coverage configuration was set up in August 2013 and I never requested to change its configuration.  It started at $1250/year and fluctuated $6K, $2K, $4k, ...  A 5000% increase in premium is not logical!  I had no driving tickets, no claims, plus my auto insurance during all this period was steady.  The only logical explication stated by several of your employees was that there were "coding" errors. A simple math would show that my yearly premium for 11 months in storage and 1 month of Basic Coverage should be $342/year ($220 for 11 months of storage + $122 for one month of Basic Coverage)  That is assuming that both my Storage and Basic Coverages increased by 17%...   I your last email you state that for a 1 year span from 2016 to 2017, I owe over $500 is not justifiable. On top of it, I was on a monthly pay plan and I have bank statements showing that just in 3 months from August to October, I was charged over $1200 just in 3 months, when during a whole year, I was supposed to be around $342 as stated above...  10/05/2016 E Withdrawal LIBERTY MUTUAL - PAYMENT $ 343.42 09/06/2016 E Withdrawal LIBERTY MUTUAL - PAYMENT $ 343.42 08/04/2016 E Withdrawal LIBERTY MUTUAL - PAYMENT $ 514.88  As stated for over 6 months now, looking over the history of overcharges on this policy, Liberty Mutual owes me $916.27.  I would like to retrieve the amount of money that I was overcharged due to LM errors. Regards,
[redacted]

Dear Mr. [redacted], This is in response to your July 20, 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 your service experience. It is always our objective is to be responsive...

to our customers’ needs. I regret this is not consistent with your service experience. Feedback was provided to the appropriate management so we may review what we could have done differently to ensure a positive experience. First, you mentioned Liberty Mutual's cancellation of your home insurance policy for unknown reasons. I would like to provide some clarification. On April 18, 2017, over two months prior to the renewal date, renewal documents issued to you confirming the coverage and premium applicable to this policy. Included with the renewal packet was a Declarations page outlining the $960 annual premium, along with a North Carolina Consent to Rate (CTR) form. The first page of the renewal packet stated the following: ACTION REQUIRED: SIGN & RETURN ENCLOSED "CONSENT TO RATE" FORMPlease note that our offer to renew your policy requires an increase in premium. If you agree to this increase, please complete and sign the enclosed Consent to Rate form, and return it to Liberty Mutual. If we do not receive your signed Consent to Rate form, your policy will NOT be renewed.When the CTR form was not received, a nonrenewal letter issued May 8, 2017 advising the reason for the non-renewal was failure to return the signed CTR form included with the renewal. I enclosed a copy of the renewal packet and non-renewal letter for your review. On July 13, 2017, the Consent to Rate form was received and the coverage was reinstated. I also enclosed a copy of the reinstatement letter. When we reinstate coverage, the policy is placed back in effect the date that the policy was cancelled. Therefore, coverage was effective from June 30, 2017 through July 20, 2017 and premium is due for this time. If a loss occurred during this time, coverage would have been provided per the terms and conditions on the policy. We are unable to waive premium for the time the policy was in place.  Regarding your desired settlement, our records show when we processed an endorsement change to reduce your coverage effective July 15, 2017, a $190 refund check was issued to you. However, a stop payment was placed on the check (check number [redacted]) on July 19, 2017.After receiving the written cancellation request indicating you wanted to cancel the policy effective July 20, 2017, the cancellation was processed. A $910 refund check was mailed to your home address. Please allow seven to ten days for receipt. While we are truly sorry your experience was unfavorable, we are unable to compensate you for time or inconvenience. Your feedback will assist us in determining the areas we need to focus on in the future to ensure we consistently provide exceptional service. Mr. [redacted], I am sorry your service experience led to your decision to find another insurance carrier and that we will no longer be providing for your insurance needs. We appreciate the time you allowed us to protect what you value most. If you have any further questions, concerns or feedback to share, please feel free to contact me directly. I will be happy to assist you. Sincerely,[redacted] J [redacted]Associate Customer Care SpecialistCustomer Care Unit[redacted]
Enclosures

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  I have to send you this email because I couldn't respond in the letter from Liberty Mutual ( Nothing would type in in the section that says "rejection comments in this section). In response to them, there was no final bill to be issued if the bill was cancelled May 11,2017, if there was a bill you created this on your own CANCELLED means over, done, stop, I'm finished. So any bill after May 11th is FRAUDULENT. In there  response letter to me , Liberty admits there was final bill issued on May 15 due June 4,2017 again it was CANCELLED so how are you still sending out bills you aren't GOING TO MAKE ME PAY FOR SOMETHING I DON'T OWE AND CANCELLED. The payment of $450 was paid and Liberty said the payment was from March 30 until May 15,2017. If you covered me beyond May 11,2017 than that's your fault as I CANCELLED it before the due date. The policy I agreed to pay was originally $434 a month and then went to $450 the next day than when I was told it would be $500 a month I decided to cancel, that is not what I signed up for. You kept changing the price that's why I cancelled ,In your response to me/Revdex.com you say in your response that it was a 12 month  policy for $6,284( I wouldn't have signed up for a $6,000 policy) yet attached to your letter to the Revdex.com/me the pdf of the billing history says $5,403 which was $450 dn and $450 for 12 months, which one is it ( which lines up with what I was saying it was $450 down and $450 a month= $5,403). ( endorsement 1)The priced quote and I paid for didn't have right track in it so the quote of $450 was without it, you don't get to change the game in the middle of the game or after the game. Endorsement 2 are you crazy I had the wrong vin number ( for my old truck and you want to charge me $40 to change the vin numbers on the policy that wasn't even active yet LOLOL. You had my money($450)for 3 weeks before the policy even started. $5 for a billing fee for a CANCELLED policy/bill. Long story short when I signed up for this and gave my money it was $450 dn and $450 a month even your billing history says that so where did the $6,284 come from I didn't agree to that amount nor sign for it you can't change the policy after I agreed to pay one thing that's called FRAUD. These are made up cost... when I contacted your agent May 11,2017 he said after May 11, I wouldn't owe anything, period!  Regards,
[redacted]

Dear Mr. [redacted],This is in response to your additional correspondence to the Revdex.com regarding the cancellation and billing on your automobile policy. I appreciate the opportunity to further respond to your concerns and apologize for the delay you experienced with the cancellation.Since my previous response, we have received the Notice of Transfer (2A) form from your current insurer in order to properly cancel the policy.  The policy has been cancelled effective August 23, 2016.  Attached are the billing histories since policy inception, August 18, 2014, through the cancellation date, August 23, 2016. The $387.11 final bill issued on April 3, 2017 due April 23, 2017.Mr. [redacted], thank you for reaching out. If you have any unaddressed questions, 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]
Enclosures

Dear Mr. and Mrs. [redacted], This is in response to Mrs. [redacted]’s December 13, 2016 correspondence to the Revdex.com. I appreciate the opportunity to respond and hope to provide the clarity you are looking for.I regret any misunderstanding regarding your intent to initiate this policy. It is...

unfortunate that the matter was further compounded when you did not receive a call back from a supervisor when anticipated. I provided feedback to the appropriate management to ensure your service experience is reviewed and addressed.Liberty Mutual Insurance has a partnership with [redacted] for the writing of homeowner policies. Our records reflect Mr. [redacted] contacted [redacted] November 14, 2016 and this policy initiated effective December 1, 2016 at his request with an annual premium of $1,202. Mr. [redacted] provided the mortgagee information and indicated the mortgagee was to be billed for the annual premium.  Your contention that Mr. [redacted] only intended to obtain a quote is not consistent with our records.  The mortgagee and billing information would not have been required or obtained from the customer if only a quote was provided. In addition, you indicated that we obtained Mr. [redacted]’s social security number illegally. However, this is also inconsistent with our records. Our records reflect that Mr. [redacted] provided his social security number when he spoke with the sales representative on November 14, 2016. After the policy was initiated, policy documents were issued to you the same day you were given the quote. If a policy is implemented, we electronically notify your mortgage company to confirm active coverage. However, when you spoke with our service representative on November 22, 2016, we cancelled the policy effective the December 1, 2016 policy inception date as requested. Therefore, the policy never went into effect.Although we didn’t bill the mortgagee, we received a $1,202 payment on November 25, 2016. Since this policy was cancelled, we issued a $1,202 refund check to you on November 30, 2016. Our records reflect the check was cashed on December 13, 2016. Liberty Mutual cancelled this policy as requested; however, we are unable to speak to the cancellation of your prior policy or the insurance charged by your mortgagee. In regard to the desired settlement requested, our records reflect this policy was initiated and then cancelled at Mr. [redacted]’s request. Therefore, we are neither able to comply with your request for free credit monitoring nor are we able to refund any hazard premium charged by the mortgagee. Mr. & Mrs. [redacted], we are truly sorry for your unfavorable experience and wish you the best in your future endeavors. If you have any further questions or concerns, please contact me directly. I will be happy to assist you.Sincerely,[redacted] [redacted] Associate Customer Care SpecialistCustomer Care UnitPhone: [redacted] Fax: [redacted]

While we understand that the consumer disagrees with our position on this matter, they have not provided any additional/new information in their rebuttal.  At this time our position remains the same and we would ask that you close this file. Should the consumer submit new information regarding this dispute, we will be happy to review and respond. Thank You,[redacted]

November 28, 2017   RE: Revdex.com Complaint Number: [redacted] Underwriting Company: LM General Insurance Company     This is in response to your correspondence received through the Revdex.com on November 21, 2017 regarding your automobile policy. I appreciate the opportunity to...

reply. According to your concerns, you advised that you were upset that your automobile policy premium was written for more than your vehicle is worth.   Our algorithm examines a combination of several characteristics including driving history, claims history, prior insurance, and current and prior coverage limits, as well as many other factors. This decision is driven by a combination of characteristics rather than a specific factor. Our policies are not written based on the value of a vehicle.   On behalf of Liberty Mutual, please accept my apology for the inconvenience and frustration this matter has caused you.   Mr. [redacted], 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] Customer Advocate I Presidential Service Team Tele: [redacted] Ext: [redacted]