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

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

RE: Insured: [redacted] Claim # [redacted] Claimant: [redacted] Date of Accident: 09/11/ 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 accidentOur 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 lossThe insured claims he was struck in the rear while making a turn from the right hand laneWe regret to advise you, therefore, that we will be unable to pay your property damage claimIf you have any questions or concerns please feel free to contact me directly at [redacted] or [redacted] Sincerely, [redacted] ***

Dear Mr***,This is in response to your February 28, correspondence to the Revdex.com regarding your automobile policyI appreciate the opportunity to reply.I regret the circumstances that prompted your contact and apologize for the inconvenience this matter has causedWe 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 membersBecause you met specific criteria obtained through the promotional inquiry, Liberty Mutual mailed you such an offerPromotional 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***’ names from our mailing listIn 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-weeks.At Liberty Mutual, we always strive to give our customers the best price possibleTherefore, 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 AssociationIf you would like us to review your policy with you for any potential savings, please contact me at [redacted] between the hours of 9:a.m– 5:p.mEastern TimeAdditionally, we have a team of dedicated licensed insurance professionals available beyond business hoursThey are available seven days a week at [redacted] from 8:a.m– 10:p.mMonday through Friday, 8:a.m– 8:p.mon Saturday and 11:a.m– 5:p.mon Sunday (Eastern Time).Mr***, thank you for contacting usI hope that I have addressed your concerns todayIf you have any additional questions, please reach out I will be happy to assist you.Sincerely, [redacted] Associate Customer Care SpecialistCustomer Care Unit [redacted]

Dear Mrand Mrs***, This is in response to Mrs***’s December 13, correspondence to the Revdex.comI 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 policyIt is unfortunate that the matter was further compounded when you did not receive a call back from a supervisor when anticipatedI 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 policiesOur records reflect Mr [redacted] contacted [redacted] November 14, and this policy initiated effective December 1, at his request with an annual premium of $1,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 providedIn addition, you indicated that we obtained Mr***’s social security number illegallyHowever, this is also inconsistent with our recordsOur records reflect that Mr [redacted] provided his social security number when he spoke with the sales representative on November 14, After the policy was initiated, policy documents were issued to you the same day you were given the quoteIf a policy is implemented, we electronically notify your mortgage company to confirm active coverageHowever, when you spoke with our service representative on November 22, 2016, we cancelled the policy effective the December 1, policy inception date as requestedTherefore, the policy never went into effect.Although we didn’t bill the mortgagee, we received a $1,payment on November 25, Since this policy was cancelled, we issued a $1,refund check to you on November 30, Our records reflect the check was cashed on December 13, 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 mortgageeIn regard to the desired settlement requested, our records reflect this policy was initiated and then cancelled at Mr***’s requestTherefore, 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 mortgageeMr& Mrs***, we are truly sorry for your unfavorable experience and wish you the best in your future endeavorsIf you have any further questions or concerns, please contact me directlyI will be happy to assist you.Sincerely, [redacted] Associate Customer Care SpecialistCustomer Care UnitPhone: [redacted] Fax: [redacted]

This is in response to the January 5, 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 pricesOther 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 claimLiberty Mutual’s policy contract with you obligates us to investigate and pay all covered losses under the policyThe 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 premiumWe will review your experience to see what could have been done differently to ensure a positive experience for a valued customerAlso, there are discounts we offer that may gradually decrease over time, such as your Early Shopper discountIn 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 priceA 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 $in excess of the policy deductibleThe experience period is defined as monthsSince the April 28, loss meets the definition of a qualified claim, the Claims Free discount was removed effective the February 8, renewal It is never our intention to disappoint a valued customerHowever, insurance costs have trended upwardThe premiums we charge are the rates needed to ensure we meet our financial obligations to our customersLiberty 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 Ms [redacted] , This is in response to the November 10, correspondence to the Revdex.comI have been asked to respond to your concernsPlease know that it is always our objective is to be responsive to our customers’ needsI regret your bank account was negatively impacted by the unanticipated withdrawal and you still have unresolved concernsFeedback 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 $payment was processed for your prior automobile policyIn addition a $payment ($for current automobile policy + $for condominium policy) was processedWhen we were notified of your concern, a payment of $was returned to your bank account on October 28, Doing so decreased the remaining billing cycles available for your monthly Electronic Funds Transfer (EFT) paymentsInstead of twelve billing cycles, there would only be eleven which increased the monthly EFT payment to $($1,annual premium divided by 11) In regard to the other payments that were processed, the $payment was the final payment due for your prior policy and the $payment was due for the condominium policyThese payments are unable to be refundedYou requested to be reimbursed a total of $in feesHowever, after reviewing your bank statement and our records, a check for $was mailed to your home address to reimburse four of the $overdraft feesWe are unable to pay the additional $that you are requestingWe reimbursed the fees that were a result of the unanticipated payment.Ms [redacted] , we are sorry you had an unfavorable experience with Liberty Mutual InsuranceIf you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely, [redacted] Associate Customer Care SpecialistCustomer Care Unit [redacted]

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 belowi requested reevaluation of my policy and premium every yearYou may want to go back and review the call history on my policy for last yearsFrom my available phone records of last months, I placed calls for policy review ion 2nd October and 30th September 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 Basically your policy review is very subjective and deceivingYou guys only do proper review only if the customer has a competitive rate from other providersBy the way my credit history is always excellent.secondly I am not sure whether you review is correct and throughI think you just picked last transactions and framed your responseThis shows gross negligence on your part in addressing my grievanceUnderstand I am the victim of your insurance company for having my policies with liberty for yearsHere is why I think you did a lousy reviewI have signed up ebills for long ago and I receive the ebills each month to my personal email address and also to my financial instituteBut you say your system doesn't show that ebills were setupSo this makes me think either it is a bug in your system or you don't know extracting the proper information out of the systemIt is clear indication to me is that your response lacks credibility to trust and close the issueI 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 detailsLastly it is a common sense when the customer pay his premiums the on on-time each month for last years irrespective of premium value and payments suddenly stopped after reduction in premiumsA company that values their customer would attempt to give a phone call to the customer before canceling the policyYour company failed to upheld highest standards in providing satisfactory customer serviceYou choose to cause pain to me by canceling the premium with a intention to charge higher premiumsIt is shameful act Regards, [redacted]

Dear Mr***, This is in response to the May 18, 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.In addition there are discounts on your auto policy that decrease slightly each year such as the Early Shopper, New Move and New to Liberty discountsAlthough your policy may be eligible for these discounts for several years, the amount of the discounts decreases each year as the policy ages.As a result of your great driving record, your policy currently qualifies for Accident Forgiveness if you remain incident-freeIf you have an accident, we take your excellent history into account and the accident would not impact your policy price as accidents typically do.While we appreciate you as a responsible customer, your driving history is only a portion of the information used to calculate your policy priceEven though you have had no claims that impacted your premium, all policyholders’ premiums are used to pay for the claims of othersOther factors I referenced earlier may impact the overall premiums we charge When we calculate the price for your collision coverage, for example, we have to factor in what repairs shops are currently charging Like your auto policy, there are some discounts that decrease over time on your homeowner policy The Early Shopper, New Roof, New Home and Recent Home Buyer discounts are applicable to your homeowner policy and gradually decrease at each renewal You are also receiving a Claims Free discount due to your excellent claims history.In addition, the dwelling coverage increased upon renewalIn 2014, you carried $205,in dwelling coverage which was increased to $205,due to the optional Inflation Protection endorsement included on your policyThis endorsement automatically adjusts your dwelling amount, if needed, at each renewal in anticipation of any expected changes in the cost to repair your house as construction and labor costs increaseHowever, you also receive a credit on your policy with this endorsement.Mr***, I thank you again for reaching out with your questions and comments about your policy priceAs a valued customer, I hope that I have answered all of your questions todayIf not, please also feel free to contact me directlyI will be more than happy to assist you.Thank you for being a Liberty Mutual customer! Sincerely, [redacted] ***Associate Customer Care SpecialistCustomer Care UnitTele: [redacted] Fax: [redacted]

RE: Personal Automobile Policy: [redacted] LM General Insurance Company/NAIC: [redacted] Dear Ms [redacted] ,This is in response to your May 4, to the Better Business Bureau regarding your automobile policyI appreciate the opportunity to reply and apologize for the delay in receiving your refundThis policy was scheduled to renew effective April 4, We billed you on March 6, for the $2,annual premium After receiving the required documentation from your new carrier, we processed the cancellation at your request effective March 26, to correspond with the effective date of your new policy We received your $2,payment on March 17, Since this policy was cancelled, a $2,refund was issued (including $from the prior term) on April 13, 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, 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 reviewIf you have further questions, please contact me directly I will be happy to assist you.Sincerely, [redacted] Associate Customer Care SpecialistCustomer Care Unit [redacted]

I am writing today in response to the complaint number from [redacted] which was received by our Presidential Service Team.According to the explanation included in the complaint, the policy holder expressed concerns about the reason for cancellation and payroll billingLiberty Mutual has been forced to make some difficult decisionsTo manage our loss exposure and promote the viability of our company, we reviewed our current automobile business and made the decision to non-renew a number of our automobile policiesWe are no longer able to offer you insurance coverage due to your loss historyPlease understand this was not an easy decision as we appreciate you as a long-time customer We list all claims used for the non-renewal determinationThe information from the letter dated November 30, is: Driving record and/or loss history11/16/Hit a Stationary Object10/25/Towing and Labor09/22/Towing and Labor12/09/Towing and Labor11/17/Towing and Labor06/06/Towing and LaborThe account was previously set for payroll deduction for both the auto and property policiesThe property policy remains in forceLiberty Mutual has been receiving payments from the policy holder's company in arrearsThis is common practice to allow for payroll processing and a remittance to Liberty MutualThe auto policy began on February 18, and the first payment was received through the payroll department on July 11, The last payment received for the auto policy was on January 25, for $A detailed billing statement has been generated and sent to the policy holder, per her requestThe final outstanding amount on the policy is $1,for earned premium not paid.It is the recommendation of Liberty Mutual for the policy holder to contact her payroll department regarding any additional payments that have been deducted but not paid to Liberty MutualIt is possible the payroll department is behind on remitting on behalf of the policy holder

Dear Mrs [redacted] ,This is in response to your March 28, correspondence to the Revdex.comI am truly sorry we lost you as a customer and appreciate the opportunity to respond to your concernsThank you for reaching out regarding the balance due on your automobile policy My hope is to provide the clarity you are looking for.First, I would like to provide a little background This policy renewed October 1, with an annual premium of $2, There were twelve monthly Electronic Funds Transfer (EFT) payments of $($2,divided by twelve) scheduled to pay your premium in full With EFT, payment in arrears is permitted Although your policy renewed on October 1, 2015, the first payment was not scheduled until October 30, Your $EFT payment was returned unpaid by your financial institution on November 1, since the account was closed In addition, a $returned payment fee was applied to the policy The balance due adjusted to $2,875.We were unable to continue the EFT due to the account closure and the billing method was changed to direct bill With direct bill, a $bill fee applies to each bill issued In addition, fewer bills issue which results in a higher payment amount Instead of eleven remaining payments of $237.50, you now had nine bills remaining of $(unbilled balance of $2,divided by nine + $bill fee) Your balance was adjusted to $2,with the bill fee added.A $($past due, $returned payment fee, $bill fee plus $current month) issued to you November 30, due December 20, A $payment was received on December 15, and your balance was adjusted to $2,322.22.Your next $bill issued to you on December 30, due January 19, When this bill was not paid a $($current month + $past due) bill issued to you February 1, due February 21, Your balance was adjusted to $2,with the $in bill fees A $payment was received on February 5, and your balance was adjusted to $1, Another $bill issued on February 29, due March 20, with $bill fee Your balance was $1, However, no payment was received in response to this bill.This policy was cancelled at your request effective March 1, After the cancellation, a $1,credit was applied to the policy balance for the unused portion of the policy term This adjusted your balance to $ We issued a final $bill to you March 4, due March 24, reflecting the premium owed for coverage afforded through the cancellation date I enclosed a billing history detailing all the transactions.Thank you for your $payment received March 28, This policy currently reflects a zero balance Mrs [redacted] , thank you for contacting us with your billing questions Again, I am sorry we lost you as a customer and I hope that I have answered all of your questions today If you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely, [redacted] Associate Customer Care SpecialistCustomer Care UnitPersonal Insurance Distribution OperationsPhone: [redacted] Fax: [redacted] Enclosure

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] 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]

RE: Personal Automobile Policy: [redacted] Liberty County Mutual Insurance Company NAIC: [redacted] Dear Mr [redacted] ,This is in response to the December 11, correspondence to the Revdex.comI have been asked to respond to your concernsThank you for reaching out regarding your coverage concerns and the balance due on your automobile policyI am truly sorry we have lost you as a customer, but am happy to answer your questions in the hope of providing you with the clarity you are looking for.Please accept my apology for any miscommunication that may have occurred regarding the coverage applicable to the personal property in your trailerI regret any inconvenience this matter may have caused you.First, I would like to provide a little background to address your coverage concerns regarding the personal property in your trailer This policy initiated effective November 2, 2015.The policy provisions issued to you at the policy inception defines a trailer as a vehicle designed to be pulled by a private passenger auto, pickup or van.When pulling the trailer behind another vehicle Liability, Medical Payments, and Uninsured Motorists coverage is extended from the vehicle pulling the camper or trailerPhysical Damage coverage is also available if requested Personal property that would be covered includes facilities or equipment used and installed in the trailerFor example: cooking, dining, plumbing or refrigeration, and any other facilities or equipment designed for use with the camper or trailerIn addition, additional coverage endorsements can be purchased for items added after the original purchase of the camper or trailer such as awnings, cabanas, and additional living facilities.When the trailer/camper is not attached to the covered auto or permanently parked in a park location; liability coverage for the trailer would be provided via your home policy (however, this can vary from carrier to carrier)Since you do not insure your home with Liberty Mutual, I am unable to speak to the coverage available for your trailer on your home policy In addition, Personal Property stored in the trailer while parked would need to be covered under a separate homeowner’s policyDue to the unique nature of mobile/manufactured home policies, these homes are better addressed by a specialty insurance carrierLiberty Mutual is currently not writing manufactured/mobile home insurance; however, we have partnered with Assurant Specialty Property who does write this line of businessPlease feel free to contact an Assurant sales agent at [redacted] if you are interested in a personalized manufactured home quote.Regarding your billing concerns, we received one payment of $on October 30, and a second payment of $on December 2, On December 9, you requested cancellation of this policy effective the November 2, inception date This resulted in a refund to issue of $279.99.Most financial institutions will submit funds on an account holder’s behalf when payment is requested, then retract the funds if they are not available within two weeksTherefore, a hold was placed on this refund to confirm the payment would not be returnedThe $refund was scheduled to issue to you December 16, However, your payment of $received December 2, was later returned unpaid on December 14, In addition, a $return payment service charge was applied to your policy balance As a courtesy, the $return payment service charge was waived, and the amount of the refund due to you adjusted to $ Our records indicate a refund check for the $issued to you on December 16, Please allow 7-business days for receipt I have attached a billing history that shows the payments received along with the changes made to the policy for your review Mr [redacted] , I thank you for contacting us with your concernsAgain, I am truly sorry that we have lost you as a customer, but I hope that I have addressed all of your concerns todayIf 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 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] 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 your additional March 7, correspondence to the Revdex.com I regret you were unsatisfied with my previous responseIt 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 locationTherefore, while we appreciate your concern, our position remains unchanged.As you stated, we are the experts regarding insuranceIn the same respect, you are the expert of your needs and the changes in your lifeWe are neither able to assume the status of your personal situation, nor do we automatically move customers from one policy type to anotherWe remained available to discuss your policy since inception in and only became aware of this concern on February 24, 2017.We have over years’ experience providing insurance needs and do have customers that insure two homeowner policies within a short distanceIf 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 requiredFor example, I have family members that insure their main home and their lake home, both as homeowner policies, with a distance of only miles between the propertiesThe 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, on the [redacted] policy under the Home Computer EndorsementThis coverage would not have been applicable under a long-term rental policy, as it would only insure the building and not your personal propertyAs you stated, the August 23, 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 customerAgain, 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 youIf 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 Mr [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 This policy was cancelled at your request effective July 5, Your balance prior to the cancellation was $4, After the $4,cancellation credit was applied, your balance adjusted to $ If the policy had been cancelled with no penalty, your credit after cancellation would have been $4,600.61, a difference of $ The short-rate fee is therefore $ With respect to your request for a billing statement, our prior response indicated one was mailed to you In case you have not received it yet, I enclosed another copy with this response Thank you for your $payment received on August 20, There is no longer a balance owedWhile we acknowledge you have been a valued customer for many years and regret you were not anticipating the premium balance due, please understand that when you elected to cancel your policy prior to the expiration of the policy term, the short-rate was applied in accordance with your policy provisions We are unable to make an exception based on tenure or loss history Mr [redacted] , we appreciate the time you allowed us to provide for your insurance needs I hope that I have answered all of your questions today If you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely, [redacted] Associate Customer Care SpecialistCustomer Care UnitPhone [redacted] Fax: [redacted] Enclosure

Dear Ms [redacted] , This is in response to your September 21, correspondence to the Revdex.com regarding your automobile policyI have been asked to respond to your concerns and appreciate the opportunity This policy initiated effective October 17, and is scheduled to renew effective October 17, At Liberty Mutual, we are very serious about our obligation to offer our policyholders a competitive premium while remaining financially secureMaintaining this balance means we must periodically review our rates and make necessary adjustmentsSome of the factors that impact overall rates include the increasing costs of 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, renewalAlthough 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, renewal, we obtained the most up-to-date information regarding the operators’ driving historiesA review of this information indicated that Mr [redacted] received a violation for operating a vehicle in unsafe conditions on January 2, This violation was also a factor in your premium determination You indicate in your correspondence that your policy includes Accident Forgiveness January 2, accident should therefore be forgivenTo date, the accident is not reflected in your loss historyIn addition, Accident Forgiveness does not apply to violationsAlso, with the recent violation, this policy is no longer eligible for Accident ForgivenessIn 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, violation, he does not have five or more years of clean driving historyTherefore, this policy no longer qualifies for Accident Forgiveness effective the October 17, renewalWhile 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 determinationWhile the violation was a factor, it was not the sole factorThere are multiple other factors consideredWhile Accident Forgiveness is offered to qualified customers, it does not apply to violations and the eligibility criteria have to be metThe 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 needsIf you have further questions or concerns, please contact me directlyI will be happy to assist you Sincerely, [redacted] Customer Care Specialist Customer Care Unit Personal Insurance Distribution Operations Tele: 1- [redacted] | Fax: 1- [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] ***

This is in response complaint # [redacted] was filed on 5/17/by [redacted] The complaint was received 05/18/by the Presidential Service TeamI appreciate the opportunity to respond.This policy initiated effective June 14, with an annual premium of $which included the initial discount for enrolling in the RightTrack program RightTrack is an optional program that allows our customers to install a device in their vehicle to determine if their vehicle usage and safe driving habits qualify them for an additional discount When enrolled in RightTrack, our customers receive an initial enrollment discount of 5% After a 90-day review period, our customers are eligible for a final RightTrack premium discount of up to 30% based on their usage data as recorded by the RightTrack device.After the 90-day review period, the final discount applied to the vehicle was 22% Ms [redacted] ’s annual premium was adjusted from $to $with a pro-rated credit of $when the final discount was applied A Declarations page issued to Ms [redacted] October 9, confirming the adjustment Please know that you are a valued customer and we are grateful you allow us to insure your automobileBundling insurance needs and implementing more than one line of business may further maximize your savingsOften our sales representatives will offer to provide a home quote to maximize the savings by including a Multi-Policy discountAt the renewal the multiple policy discount was removed this impacted your premiumThe renewal premium for Just 14, 2018-will be $443.00.At Liberty Mutual, we always strive to give our customers the best price possible—but sometimes factors like increasing costs of repairs, medical expenses, and extreme weather call for a review of our pricesOther factors such as fraud, attorney fees and litigation costs may also contribute to the cost of your policyAdditionally, certain discounts, such as the Early Shopper, gradually decrease each year as the policy agesHowever, the decrease in your discount was gradual and not a primary factorI know this decision is disappointing and not the outcome you wanted, however, I hope this letter clarifies our reasoning and provides you with some peace of mind