GENTERA

This is in response to Ref # [redacted]. Due to the sensitivity and confidentiality of the response materials, we are sending Ms. [redacted] a separate response via [redacted] that we believe will address her concerns.

Response to [redacted]

RE:      Personal Automobile Policy: [redacted]           Liberty County Mutual Insurance Company NAIC: [redacted]            Dear Mr. [redacted],This is in response to...

the December 11, 2015 correspondence to the Revdex.com. I have been asked to respond to your concerns. Thank you for reaching out regarding your coverage concerns and the balance due on your automobile policy. I 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 trailer. I 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 trailer. Physical Damage coverage is also available if requested.  Personal property that would be covered includes facilities or equipment used and installed in the trailer. For example: cooking, dining, plumbing or refrigeration, and any other facilities or equipment designed for use with the camper or trailer. In 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 policy. Due to the unique nature of mobile/manufactured home policies, these homes are better addressed by a specialty insurance carrier. Liberty Mutual is currently not writing manufactured/mobile home insurance; however, we have partnered with Assurant Specialty Property who does write this line of business. Please 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 $141.99 on October 30, 2015 and a second payment of $138 on December 2, 2015.  On December 9, 2015 you requested cancellation of this policy effective the November 2, 2015 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 weeks. Therefore, a hold was placed on this refund to confirm the payment would not be returned. The $279.99 refund was scheduled to issue to you December 16, 2015.  However, your payment of $138 received December 2, 2015 was later returned unpaid on December 14, 2015.  In addition, a $25 return payment service charge was applied to your policy balance.  As a courtesy, the $25 return payment service charge was waived, and the amount of the refund due to you adjusted to $141.99.  Our records indicate a refund check for the $141.99 issued to you on December 16, 2015.  Please allow 7-10 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 concerns. Again, I am truly sorry that we have lost you as a customer, but I hope that I have addressed all of your concerns 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 Unit Personal Insurance Distribution Operations Phone: [redacted]  Fax: [redacted]

Dear Mr. [redacted],
This is in response to your July 29, [redacted] correspondence to the Revdex.com regarding your automobile policy. I appreciate the opportunity to respond to your concerns.
This policy initiated effective August 12, 2013 and subsequently renewed effective August 12,...

2014. It is scheduled to renew effective August 12, [redacted].
On April 25, [redacted] you contacted our customer service department to put your [redacted] into storage as you would be giving the vehicle away. However, you later contacted us the same day to remove the vehicle from the policy effective May 22, [redacted]. A Declarations page issued to you April 27, [redacted] confirming the removal of the [redacted].
You indicate in your correspondence that you contacted us on June 19, [redacted] to add the [redacted] back onto your policy; however, this information is not consistent with our records.
Our records indicate you contacted us on June 20, [redacted] regarding any opportunities to lower your annual premium. At this time, the representative you spoke with confirmed the vehicles on the policy were a [redacted] and [redacted]. You discussed removing comprehensive and collision from the [redacted] and increasing the collision deductible on the [redacted] from $500 to $1,000. However, there was no discussion about adding the [redacted] to the policy at this time.
We later added the [redacted] back to the policy effective July 15, [redacted] at your request.
While we appreciate your concern and hope your remain our customer, please understand that we are unable to provide the [redacted] and Motor Vehicles proof of coverage for the [redacted] from May 22, [redacted] through July 15, [redacted] since coverage was not in force during this timeframe.
Mr. [redacted], we regret our response could not be more favorable. 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: [redacted] | Fax: [redacted]

Dear Mr. [redacted],This is in response to your additional correspondence to the Revdex.com.   I have been asked to further respond.  The credit for completing the Parent-Teen Driving Contract will remain on the policy for an operator who is under the age 20 and has agreed to sign a contract with his/her parent/guardian. However, we are unable to continue the TeenSmart discount if the appropriate requirements have not been met within 60 days.  While we regret the inconvenience and any miscommunication regarding the discounts we offer, please understand that there is no flexibility with the premiums we charge.Mr. [redacted], if you have any other questions or feedback to share, please do not hesitate to contact me. I will be happy to assist you.Sincerely,[redacted] [redacted]                                   ...⇄ Associate Customer Care SpecialistCustomer Care Unit Personal Insurance Distribution Operations Phone: [redacted]  Fax: [redacted]

I am unable to locate the policy with the information provided.  Please provide the name and address of the insured and the policy number if available so that we may investigate this concern.Thank you,[redacted]

April 12, 2016
Revdex.com serving Eastern Massachusetts, Maine, Rhode Island and Vermont
RE: Complaint #: [redacted]
Homeowner’s Policy
Liberty Insurance Corporation: NAIC [redacted]
Dear Revdex.com:
Thank you for sending your inquiry regarding the above referenced policy....

This confirms that the policy was cancelled effective April 1, 2016. A cancellation notice was sent on February 11, 2016.
The customer asks for a full premium refund of $1,085. However, this was the premium for the full one-year term. As the policy was in effect from August 21, 2015 to April 1, 2016, we refunded the unearned premium (April 2, 2016 to August 21, 2016). The customer only paid for the number of days (out of the full policy year) that the policy was in effect.
I hope this information provides clarity regarding our decision and the premium refund.
Sincerely,

[redacted]. Compliance Analyst

Please be advised that your inquiry has been directed to a manager to contact you by telephone today to explain the overpayment on your claim. In addition, a revised letter will be sent to you explaining the overpayment in detail. Thank you for contacting us in order to allow us to address...

your service issue.

The above claim was received into our office on September 15, 2015. Contact attempts were made on 9/17/2015 and 09/24/2015.  A contact letter was mail to the claimant on 09/24/2015. A statement was taken from the claimant on October 06, 2015 wherein the claimant states that she was getting...

lunch with her coworkers and walked to the restroom.  While exiting the restroom she slipped on a rug and alleged that there was water underneath it.  After attempts to contact the insured to collect documents, an investigator was assigned and claimant was made aware.  The final report came in and claimant was contacted and made aware of the possible denial on 01/21/2016.  At that point the claimant provided additional information.  The last email correspondence with the claimant was on 01/11/2016.  A voicemail was received and responded to on 03/28/2016 and claimant did not answer the phone.  A denial letter was sent the same day.  All contact attempts by the claimant were responded to with a phone call or an email response.  Tell us why here...

Dear Mr. [redacted], This is in response to your additional correspondence to the Revdex.com.  I appreciate the opportunity to further respond.First, I would like to clarify my previous response.  I advised the policy term is one year so the initial policy term expired on December 20, 2015.  I explained that we do not have fifteen month contracts.  You had a twelve month contract and your premium may change at the expiration of the contract.  This policy renewed on December 20, 2015 and the renewal term was active three months and twelve days.  So while I understand your reference to fifteen months, we refer to each annual contract separately and I regret if this caused any confusion.  Secondly, your coverage for the renewal term was effective from December 20, 2015 – April 1, 2016.  This was more than three months.  If your renewal policy had been in effect exactly three months, coverage would have ended on March 20, 2016.  Instead, your policy was active almost two weeks longer.  Since the renewal policy was active for more than three months and we only received three monthly payments, the balance of $56.75 reflects the premium due for the additional time we provided coverage through April 1, 2016.  You also indicated concern with discounts received.  As itemized on the Declarations page, you received multiple discounts while your policy was active.   We appreciate your feedback regarding our commercials.  However, there are many factors that may impact the premium charged and we are unable to commit to the same premium year over year.  The premiums we charge are the rates needed to ensure we meet our financial obligations to our customers.  With respect to your concern that you did not receive prior notification of the premium change, I enclosed a copy of the email notification issued to you November 16, 2015, over one month prior to the renewal date, advising your renewal documents were available for viewing online. The premium charged was appropriate for the time we provided coverage.  There is no refund owed to you. The $56.75 balance remains due.  Mr. [redacted], while we regret we were unable to offer the resolution you had hoped for, we are grateful for the time you allowed us to provide your insurance and wish you the best in your future endeavors.Sincerely,[redacted]Associate Customer Care SpecialistCustomer Care UnitPhone: [redacted]  Fax: [redacted]

In response to the following complaint, we would like to provide an explanation of our handling of this file. On several occasions, we have attempted to settle this file with Mr. [redacted] on multiple occasions. Mr. [redacted] is demanding that we total out his repairable vehicle. We requested to tear...

the vehicle down, which Mr. [redacted] has declined to allow the shop to do. He continues to sway back and forth on rather he will accept our estimate for his vehicle, or continue to dispute and request that we total it. In the midst of his ongoing disputes, he is demanding that we pay for his rental, which we do not owe for. As of 6/9/2016 (60 days into his claim), he is still disputing. We owe approximately 35 days of rental, which we explained to him. A complaint has also been filed and answered with the Department of Insurance supporting his delays in resolving this claim.

We received notice of your STD claim on September 16, 2015.You submitted a claim with a disability commencing September 14, 2015.We notified you by our letter dated September 21, 2015 that we had requested medical records from your treating providers to determine your eligibility for STD...

benefits.Your STD claim was approved on October 9, 2015.Upon receipt of your inquiry form the Revdex.com, [redacted], Manager, attempted to reach you by telephone today to discuss your claim and payment amount.Mr. [redacted] may be reached at [redacted] e...

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. We not getting any where just going back and forth I need to pay $224 dollars I'm not satisfied with the out come cause it's seems like I'm paying more money but I will never deal with this company again I don't appreciate how I was treated that's why I left and you all still sent me to collection without sending me bills I CONTACT you all nothing was sent to me but a collection bill thanks for nothing just won't refer or communicate with this company again thanks
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].if liberty mutual seriously thinks that I'm going to trust them with my insurance after they made me waste a lot of time and effort trying to get them to make good on their promises then they are seriously mistaken. Liberty mutual has shown it is completely untrustworthy and therefore they are not a good candidate for taking care of my insurance needs, perhaps if they gave me a $20 gift card as well to make up from my wasted time and energy, I might reconsider
Regards,
[redacted]

To Whom It May Concern,   This is in response to the September 13, 2016 Revdex.com Complaint number [redacted].   From a review of our records, Liberty Mutual received a request during a telephone call from the complainant on August 8, 2016 to provide a quote for property...

insurance. When an applicant requests a quote by calling into one of our call centers, our standard practice is to collect information needed from the applicant to provide the requested quote. Our telephone sales representatives are trained to verbally provide an information disclosure stating that we access consumer report information such as claims histories, driving records, and credit-based insurance scores. Based on an applicant’s consent to continue, Liberty Mutual processes the quote request and accesses a credit-based insurance score through [redacted] using the applicant’s information as provided in the quote request. Here, our records show this process was followed.   Thank you the opportunity to address this concern. I hope you find this information helpful.

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.   The business has not determine what the reimbursement will be from 2013 to the present.
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 have provided all supporting Doc. from my physician staff. I am not working for the previous employer,   and therefore the treatment I get.
Regards,
[redacted]

Thank you for your call on February 4, 2016.  As you have noted in your follow-up, our Service Representative advised you that you may contact us for the consideration of a new policy once the necessary repairs have been completed to your home. [redacted] Senior Compliance Analyst

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]

RE:      Personal
Automobile Policy: [redacted]            Liberty Mutual Fire Insurance
Company / NAIC: [redacted]          Dear Mr. [redacted],This is in
response to...

the November 25, 2015 correspondence to the RevDex.com.   I have been asked to respond to
your concerns.  Please accept my
apology for your service experience.  We expect our representatives to be
courteous and responsive to our customers’ needs.  I regret this is not consistent with what
occurred.  It is disappointing that we
did not follow through for a valued customer and I provided feedback to the
appropriate management to address.  Guaranteed Asset
Protection (GAP) extends the damage to your auto (comprehensive and collision)
to provide coverage for the difference between the outstanding indebtedness on
a loan financing purchase or lease agreement of a new vehicle and the actual
cash value of the vehicle when a total loss occurs.  GAP may only be applied at the time the
vehicle is added to the policy.  In addition, further
eligibility requirements for GAP are listed below: The vehicle is a new vehicle (not previously titled
under the motor vehicle laws of any state). The vehicle is a private passenger vehicle, motor
home, or four wheel vehicle with load capacity of 1500 pounds or less. On November 12,
2015, the 2015 [redacted] was added to this policy effective November 13, 2015.   You contacted our customer service
department again November 25, 2015 to discuss GAP coverage.  However, the 2015 [redacted] was ineligible for
GAP coverage as it was previously added to this policy.  Although we are
unable to apply this coverage, the annual premium would be adjusted from $1,475
to $1,547 if this coverage was chosen when the 2015 [redacted] was added to this
policy (the pro-rata premium may be adjusted depending on the effective date of
the transaction).  However, some leasing
companies automatically include GAP coverage.  Therefore, we recommend discussing this directly with your lessor.  Mr. [redacted], we
regret the inconvenience this matter has caused and appreciate you taking the
time to discuss your concerns. 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 Unit Personal Insurance Distribution Operations Phone: [redacted]  Fax: [redacted]