GENTERA

Dear Ms. [redacted],
This is in response to your January 26, 2017 correspondence to the Revdex.com regarding your automobile policy. Please accept my apology you did not previously receive an adequate explanation regarding the balance due on this policy. While our records reflect you...

were billed appropriately for the balance owed, I am happy to respond. My hope is to provide the clarity you are looking for.
First, I will provide a little background. Your auto policy was created on April 29, 2014 and renewed on April 29, 2015. $2,559 was your renewal price for the policy, which we cancelled at your request on April 28, 2016.
When you first set up the policy, you selected our Electronic Funds Transfer (EFT) option as your preferred payment method, which you kept in place throughout the life of the policy. There are twelve EFT payments (one per month) for each policy term, which amounted to $213.25 due each month. You selected the 28th as your withdrawal date. The first payment was scheduled May 28, 2015 and final payment scheduled April 28, 2016.
Your policy term was in effect for one day short of 12 months at the time it was cancelled, but you only made 11 monthly payments because the last $213.25 payment on April 28, 2016 was returned due to non-sufficient funds.
When the payment was returned, a $25 returned payment service charge was assessed which increased the total due to $238.25. We issued a $243.25 bill to you on June 30, 2016 due July 20, 2016 for the dishonored payment. This amount included a $5 bill fee.
We later cancelled this policy one day before the April 29, 2016 expiration of the policy term. The credit for the one day was $6.56. Your balance due adjusted to $236.69. A $241.69 bill issued to you on July 28, 2016, which included another $5 billing fee.
As we did not receive your final payment within 21 days of its due date, we forwarded the balance to a third-party collections vendor, [redacted]), which is how all unpaid balances on cancelled policies are managed at [redacted] Mutual. I apologize if you were surprised by this course of action, but it is one we must take when we do not receive final payments on cancelled policies.
Our records reflect the balance was resolved with your payment to [redacted]. The amount you paid did not include the fees previously assessed. There is no longer a balance due. There was no adverse credit reporting as a result of the prior collection activity. I enclosed your billing history for your reference.
We acknowledge we could have set better expectations regarding your billing. At the same time this policy was expiring, you initiated a new automobile policy with us. We accepted a $207.74 down payment for the new policy on April 15, 2016. It must have been confusing for you since you also had a $213.25 payment withdrawn for your expiring policy two weeks later on April 28, 2016. You contacted us and advised us that you were charged returned payment fees by your bank. Our records reflect we reimbursed you for the bank fees you incurred due to the confusion.
In summary, while the premium was owed, we are glad you reached out so we may review what we could have done differently to ensure you had a positive experience.
Ms. [redacted], thank you for contacting us with your billing questions. We appreciate having you as a customer and we are truly sorry for the frustration you have experienced. 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 Specialist
Customer Care Unit
[redacted]
Enclosure

Dear Mr. [redacted],
This is in response to your December 24, 2016 correspondence to the Revdex.com regarding your previous automobile policy. We are truly sorry to have lost you as a customer. While we are unable to waive or adjust the $63.16 balance due, I appreciate the opportunity to...

respond and hope to provide you with the clarity you are looking for.
This policy initiated effective June 26, 2016 with an annual premium of $2,621.
At the policy inception, you opted to participate in our RightTrack program. RightTrack is an optional program that allows you to install a device in your vehicle to determine if your vehicle usage and safe driving habits qualify you for an additional discount. When enrolled in RightTrack, you receive an initial enrollment discount of 5%. After a 90-day review period, you are eligible for a final RightTrack premium discount of up to 30% based on your usage data as recorded by the RightTrack device.
Although you indicate in your correspondence that you never received the initial 5% discount, this is not consistent with what occurred. Our records reflect the 5% enrollment discount was included in your $2,621 annual premium and the documents issued to you confirmed this.
You selected paperless documents. Therefore, any policy information is available for viewing online through your eService account. On June 27, 2016 we sent you an email notification to view your policy documents online. The cover page for your Policy Declarations states the following:
Congratulations on enrolling in Liberty Mutual's safe driving program. Based on your participation, you have earned the following discount.
RightTrack® 2006 [redacted] 5%
RightTrack® 2007 [redacted] 5%
Additionally, on page 2 of 4 of the Policy Declarations, under vehicle discounts, it indicates that the RightTrack discount was applicable to both vehicles insured.
In response to your billing concerns, I would like to provide a little background. The annual premium was $2,621. On June 27, 2016 a $24 balance transferred to this policy from a prior policy which was effective June 21, 2016 to June 26, 2016. The balance due adjusted to $2,645.
You elected Electronic Funds Transfer (EFT) as your preferred payment method and selected a withdrawal date of the 20th. There were twelve payments scheduled in the amount of $220.42 ($2,645 divided by twelve, with the final payment adjusted a few cents) to pay the annual premium in full with the first payment scheduled July 20, 2016.
We received two payments of $220.42, totaling $440.84, and the balance due adjusted to $2,204.16.
This policy cancelled at your request effective August 31, 2016. After the $2,146 cancellation credit applied to the policy balance for the unused portion of the policy term, the balance due adjusted to $58.16. Therefore, a final bill for $63.16, which included a $5 billing fee, issued to you August 31, 2016 due September 20, 2016. I have enclosed billing histories for your review.
When payment was not received, we forwarded the $63.16 balance to a third-party collections vendor, [redacted]) on October 10, 2016, 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.
While we appreciate your concern, the 5% enrollment discount for RightTrack was included in your $2,621 annual premium; therefore, no adjustments can be made. Additionally, your policy was active for over two months; yet, we only received two payments. The $63.16 balance due reflects the residual balance owed of $24 from the prior policy, along with the remaining pro-rated balance owed for coverage afforded up to August 31, 2016. As long as the balance owed is paid or resolved with us directly or with [redacted] on our behalf, your credit will not be affected.
Mr. [redacted], since your Declarations page contains personal information, I am emailing you a copy of this document for your review under separate cover to the email address provided in your correspondence. If you have further questions or concerns, please contact me directly and I will be happy to assist you.
Sincerely,
[redacted]
Sr. Customer Care Specialist
Customer Care Unit
[redacted] [redacted]

Dear Ms. [redacted],This is in response to your additional correspondence to the Revdex.com.  I appreciate the opportunity to further respond. You indicated the 2001 [redacted] was added to your policy after the divorce was finalized. Although the divorce was finalized in 2012, we spoke with you on March 5, 2013.  You indicated at this time Mr. [redacted] was still the registered owner of at least one of the vehicles and therefore we confirmed he must remain named insured.  When the 2001 [redacted] was added two months later, Mr. [redacted] was therefore still a named insured on the policy.   As I have previously indicated, we attempted to reach Mr. [redacted] by phone and mail to obtain his permission to cancel this policy; however, we were unsuccessful.  If you allow the policy to lapse due to non-payment, you will have a final bill due for coverage  provided through the cancellation date.  If there was no longer a need for coverage as of an earlier date, we are more than happy to assist you with a retroactive cancellation.  However, we are unable to do so without the appropriate documentation.  Please provide a bill of sale, title, vehicle registration or other documentation confirming coverage was no longer required by the named insured.  You may forward the information to me by facsimile to [redacted], email attachment to [redacted] or mail to [redacted].  Once received, I will cancel the policy for the date specified.  Ms. [redacted], we appreciate the time you allowed us to insure your vehicles, but please understand this we are unable to waive this requirement.  It is a process intended to protect our customers and prevent a lapse in insurance coverage.  If you have further questions or concerns I am always glad to assist if you contact me directly.  Sincerely,[redacted] [redacted]Associate Customer Care SpecialistCustomer Care UnitPhone: [redacted]  Fax: [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
I have never had to pay for auto insurance coverage after a cancellation of a policy in the 45 years that I have owned policies from several companies. It is a hidden fee to put money in the pockets of the Liberty Mutual Company. People will walk away from these tactics as the word gets out. Unfortunately I learned to late. Shame on you!!!!!
 [redacted]

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, 2016.  Your balance prior to the cancellation was $4,479.60.   After the $4,066.81 cancellation credit was applied, your balance adjusted to $412.79.  If the policy had been cancelled with no penalty, your credit after cancellation would have been $4,600.61, a difference of $533.80.  The short-rate fee is therefore $533.80.  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 $415.79 payment received on August 20, 2016.  There is no longer a balance owed. While 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] [redacted]
Associate Customer Care SpecialistCustomer Care UnitPhone[redacted]  Fax: [redacted]Enclosure

Dear Ms. [redacted], This is in response to your January 17, 2017 correspondence to the Revdex.com. I am happy to review your concern in hopes to provide you with the clarity you are looking for. On behalf of Liberty Mutual, please accept my apology for the inconvenience and frustration...

this matter has caused you. Please know that it is always our objective to ensure our customers have a positive experience anytime they contact us. Your willingness to share your experience is helpful in identifying areas where we are not consistently meeting our service standards or our clients’ expectations. When you contacted us on January 17, 2017 to advise that the incident listed on your December 18, 2016 renewal was inaccurate, this was the first knowledge we had that incorrect information was present on your policy. Once we received a copy of your Motor Vehicle Report (MVR), we were able to confirm the incident listed was not applicable. The incident was removed retroactive to the December 18, 2016 renewal date when it was initially applied. Prior to this change, your premium balance due was $2,543. After the retroactive credit, the premium balance due was lowered to $2,056, a decrease of $487.  While we updated your name and driver’s license number back to the 2013 inception date, since the incident was not added until the December 18, 2016 renewal, there was no further premium adjustment for the 2013-2015 policy terms. I apologize that you were provided conflicting information about when an MVR is ran. We order MVRs in all states when the policy is initially written. Therefore, your MVR was initially ran in 2013. However, we do not require an MVR be ordered every year and this varies state by state. Our records reflect that your MVR was ran prior to your December 18, 2016, which resulted in the addition of the incident. Additionally, you mentioned that you paid a $12 fee for a copy of your MVR. I appreciate your concern and would be happy to reimburse this fee to you. In order to reimburse fees, we require a copy of the paid receipt. You can forward this to me at the fax number below or by email at [redacted] Upon receipt, I will review for reimbursement. Ms. [redacted], thank you for reaching out. I hope that your concerns have been fully resolved and you trust we do care about our customers by demonstrating our desire to make right any wrongs on your policy. If I can be of further assistance, please contact me directly.  I am happy to help. Sincerely, [redacted] Associate Customer Care Specialist Customer Care Team [redacted]  **  [redacted] .

Dear Mr. [redacted],This is in response to the August 1, 2016 correspondence to the Revdex.com.   I have been asked to respond to your concerns.  Please accept my apology for any miscommunication regarding your mailing address. I understand how disappointing it must have been...

when you did not receive your refund within the timeframe you anticipated.  It is our objective to make each transaction as smooth as possible for our customers and I regret we fell short in this instance.We expect all our representatives to verify the mailing address when a policy is cancelled to ensure any refund issues appropriately.  I asked the appropriate management to review and address your service experience.  It was not our intention to disappoint you. I am also sorry to hear we lost you as a customer due to the prices we charge.  While we always strive to give our customers the best prices possible—sometimes factors like increasing costs of repairs, medical expenses, and extreme weather call for a review of our prices. With that said, we always welcome our customers’ questions and regret we did not have the opportunity to review your policies for any savings opportunities prior to your decision to leave us.  Our records reflect we reissued the refund check to you on July 25, 2016 and it was cashed on August 2, 2016.  Mr. [redacted], thank you for contacting us.  I am truly sorry we have lost you as a customer.  We are grateful for the time you allowed us to provide for your insurance needs and hope you no longer have any outstanding concerns. If you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely,[redacted] [redacted]Associate Customer Care SpecialistCustomer Care UnitPhone: [redacted]  Fax: [redacted]

(Please see full letter attached)                      To whom it may concern: This letter is in response to the above complaint filed by [redacted] captioned above. Please be advised that...

Liberty Mutual’s first notice of this potential claim came from the Revdex.com complaint filed by Ms. **.  Upon notification, a claim was established on 1/11/2017 under our policy holder’s general liability policy bearing claim number [redacted] and assigned to [redacted] in our [redacted] location.  On 1/12/2017 Ms. [redacted] started her investigation into this matter and attempted to contact Ms. ** by phone but was not able to reach her.  A letter has been sent to make contact with Ms. **.  Additional investigation of this claim is underway.     If you need any further information that will assist in your review of this complaint, please do not hesitate to contact our office. Sincerely, [redacted], CPCU, AIC, SCLA, API, AIM Claims Manager, CI Claims Services ([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]I was notified by [redacted] in reguards of my STD claim but unfortunately my last day of work was 6-24-16 and I'm just now returning to work so from 6-27-16 through 7-26-16 I am still trying to get benefits for and since 8-3-16 I have been hospitalized for the same conditions and they have been informed and given medical records I am due a total of 3 checks since I've been off work however I did speak with Ms [redacted] but unfortunately she was no help to me at all infact she has told me that basically I was a nusent and to stop calling so much and that I could only speak with [redacted] or [redacted] about my case so I would rather not speak with her anymore she never took my situation into consideration   so this situation is still not resolved I was notified by [redacted] in reguards of my STD claim but unfortunately my last day of work was 6-24-16 anI'm just now returning to work so from 6-27-16 through 7-26-16 I am still trying to get benefits for and since 8-3-16 I have been hospitalized for the same conditions and they have been informed and given medical records I am due a total of 3 checks since I've been off work however I did speak with Ms [redacted] but unfortunately she was no help to me at all infact she has told me that basically I was a nusent and to stop calling so much and that I could only speak with [redacted] or [redacted] about my case so I would rather not speak with her anymore she never took my situation into consideration   so this situation is still not resolvedhave been hospitalized for the same conditions and they have been informed and given medical records I am due a total of 3 checks since I was notified by [redacted] in reguards of my STD claim but unfortunately my last day of work was 6-24-16 and I'm just now returning to work so from 6-27-16 through 7-26-16 I am still trying to get benefits for and since 8-3-16 I have been hospitalized for the same conditions and they have been informed and given medical records I am due a total of 3 checks since I've been off work I was never informed to contact Ms [redacted] I have no clue who she is nor do I know how to contact her so this situation is still not resolved

Dear Mr. [redacted],This is in response to your January 10, 2017 correspondence to the Revdex.com. I regret the frustration you experienced that caused you to cancel your policy with us. Please allow me to address your concerns in the hope of providing you with the clarity you are...

looking for.First, I will provide a little background. Your auto policy was created on April 28, 2016 and $3,077 was the initial price for the policy. When you first set up the policy, you paid the $256.41 down payment by credit card on April 27, 2016. At this time, your policy billing was set up on Recurring Credit Card (RCC). With RCC, there were eleven remaining withdrawals scheduled the 28th of each month in the amount of $261.42 ($2,820.59 divided by eleven, including a $5 billing fee, with the final payment adjusted a few cents) beginning in May. Therefore, we received an RCC payment for $261.42 on May 30, 2016 as scheduled. However, you contacted us immediately to indicate the policy should be on a direct bill. We reversed the $261.42 payment back to your credit card on June 1, 2016 and corrected the billing moving forward to bill you directly at home. When consecutive bills and a cancellation notice issued without payment, the policy eventually cancelled for non-payment of premium on September 6, 2016. At the time of cancellation, the policy balance was $2,850.59. After the $1,974.79 cancellation credit applied to the policy for the unused portion of the policy term, the balance due adjusted to $875.80. A final $880.80 bill (including $5 billing fee) issued to you September 13, 2016 due October 3, 2016. This balance reflects the amount due for coverage afforded up to the September 6, 2016 cancellation date and remains due. For your review, I issued a policy statement to your PO Box.As we did not receive your final payment within 21 days of its due date, we forwarded the balance to a third-party collections vendor, [redacted], which is how all unpaid balances on cancelled policies are managed at Liberty Mutual. I apologize if you were surprised by this course of action, but it is one we must take when we do not receive final payments on cancelled policies.You indicate you were charged overdraft fees as a result of the May 30, 2016 RCC payment. If you incurred fees from your financial institution due to the unexpected payment, please provide me with a copy of your bank statement which shows the fee(s) was applied due to this payment. Once received, I will review your request for reimbursement.  This information may be sent by facsimile to [redacted].Mr. [redacted], thank you for contacting us with your billing questions. If you secured alternate insurance prior to September 6, 2016, please send me a copy of your Declarations page to the above listed fax number. Upon receipt, I will amend your cancellation date to reflect the inception of your new policy and the balance due would be adjusted accordingly. [redacted]. would be notified of any adjustment. In addition, 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 UnitTel: [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]. . 
  I am not aware of any auto insurance company that will provide a full months coverage without any payment. Your claim that when I cancelled at the end of the contract then still owed for the previous month is ridiculous. Also the attachment you provided shows a $0.00 balance.
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 am on the policy from the time we got the insurance, I left message  saying they need to be more mindful of  who their clients are. Recently within the past week I received a message that the overdraft fee of $29.00 will be sent to be as a check, so if I receive it I will ask the case to be closed..]
Regards,
[redacted]

RE:   Personal Automobile Policy:  [redacted] Liberty Mutual Fire Insurance Company/NAIC: 0111-23035Dear Ms. [redacted],This is in response to your October 6, 2016 correspondence to the Revdex.com.  I appreciate the opportunity to respond.Please accept my...

apology for the delay in processing the cancellation of your policies. I also regret you did not receive the return telephone call you anticipated from a supervisor. We expect all our representatives to be responsive to our customers and to return telephone calls if requested. Feedback has been provided so we can review what we could have done differently to ensure a positive experience for a valued customer.To clarify the refund method, we issue refunds in the same manner in which the payment was received. The $195.08 automobile policy refund issued on October 11, 2016 was directly deposited into your account but the homeowner policy refund was issued by check on October 10, 2016. The approximate timeframe for receipt of a refund check is two weeks after issuance. Since it has been a week, waiting for the check to arrive the mail would result in a quicker delivery.  Checks issue from our automated distribution center by regular mail and allowing this process to occur is typically more efficient than manually diverting the check to another office with the capability of issuing the check by overnight mail. Additionally, we would also have to consider the additional time required to issue a stop payment on the initial check before the refund could be reissued.Ms. [redacted], again, we are truly sorry for the delay but anticipate you will receive your refund shortly. We thank you for the time you allowed us to provide for your insurance needs. If you have any further questions or concerns, please feel free to contact me directly. I will be happy to assist you.Sincerely,[redacted]Associate Customer Care SpecialistCustomer Care UnitPhone: ###-###-####  Fax: ###-###-####Tell us why here...

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Dear Ms. [redacted],This is in response to additional correspondence to the Revdex.com.  I appreciate the opportunity to further respond.  First, please note that Liberty Mutual is unable issue a refund when the premium has not been paid and there is an outstanding balance due.  Any credit from changes to the policy are instead applied to the remaining balance owed which is consistent with what occurred with your policy.Second, your policy term was effective from November 20, 2015 through March 17, 2016, approximately four months.  Yet we only received three monthly payments which resulted in a final balance due after cancellation.  With the previous response, a billing history was enclosed detailing all the transactions and payments received.  Regarding your concern with the referral to collections, this action was taken only after we did not receive a response to the $223.46 final bill issued to you or the email reminder issued to you on April 7, 2016. The $223.46 balance remains due.  Ms. [redacted], thank you for reaching out with your billing concerns.  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]

This is in response to Revdex.com complaint [redacted]. I have been asked to respond and appreciate the opportunity.  I regret any miscommunication that occurred regarding Mr. [redacted]’s intent to cancel this policy.   This policy cancelled effective October 31, 2017 which...

is when it would have been renewed.  Below is a summary of our interactions with Mr. [redacted] and his family member who was also present during the call.   November 14, 2017 Mr. [redacted] called with questions about cancellting the policy. The agent advised Mr. [redacted] there would be a prorated balance to cover the period from October 31, 2017 to November 15, 2017. Mr. [redacted] made the decision to backdate the cancellation so no balance would be owed. November 17, 2017 Mr. [redacted] called to speak to a supervisor about cancellation date. Policy would have to be reinstated and re-cancelled to change the cancellation date. Per the notes on the policy, there was a misunderstanding about the outstanding balance.  Novemeber 28, 2017 Supervisor was unable to reach policyholder and unable to leave a message. Supervisor denied reinstatement.   January 8, 2018 Mr. [redacted] called about paying the prorated amount, stating policy should not have been cancelled on October 31. Mr. [redacted] put family member, [redacted] on the phone. Ms. [redacted] stated they thought the backdating was to avoid the cost due not cancelling the policy. It is understood the department of motor vehicles is imposing a fine for lapse in insurance. Unfortunately, Liberty Mutual complied with the policyholder’s request. At this time, there is no change in the policy cancellation dates.

Dear Ms. [redacted],This is in response to your additional correspondence to the Revdex.com regarding your homeowner policy. I regret my previous response did not meet your expectations.Regarding your concern with your premium change at renewal, 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.Additionally, there are some discounts that decrease over time on your homeowner policy.  The Early Shopper, New Roof and Recent Home Buyer discounts were applicable to your homeowner policy and gradually decrease at each renewal.  Another factor is the dwelling coverage increased upon renewal.  In 2015, you carried $217,000 in dwelling coverage which was increased to $218,500 due to the optional Inflation Protection endorsement included on your policy. This 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 increase. However, you also receive a credit on your policy with this endorsement.Regarding the paperless documents, at the policy inception you elected to sign your policy documents electronically.  Included in the policy documents was the Paperless Policy Terms and Conditions (T&C).  I attached a copy of the signed T&C for your review.Since you indicated concern about receiving our promotional offers, I added you to our no contact list. [SJ1] You may receive additional correspondence from us that has been pre-scheduled; however, the offers should cease. As I mentioned in my previous response, we are unable to pro-rate your refund based on the 2015 premium as the rate is guaranteed for one year and may change at renewal.Ms. [redacted], we are sorry to have lost you as a customer.  If you have further questions or concerns, please contact me directly.  I will be happy to assist you.Sincerely,[redacted] [redacted]Associate Customer Care SpecialistCustomer Care UnitPersonal Insurance Distributions OperationsTele: [redacted]Fax: [redacted]Attachment

Dear Mr. [redacted],This is in response to your additional correspondence to the Revdex.com.  I appreciate the opportunity to further respond.I regret that you continue to have unresolved concerns regarding the wind/hail deductible you selected when this policy initiated.  However, I assure you the matter was fully investigated. The telephone interaction along with the policy documents were reviewed.  We expect all our agents to communicate clearly regarding the coverage and deductible options available to our customers when a policy is first started.  At the same time, once we issue the application and policy contract confirming your selections, we expect you to review the information carefully as instructed and notify us if any changes are needed.  We maintain that the application signed on July 4, 2016 and the New Business packet issued reflects the coverage you purchased.  The policy had a 10% wind and hail deductible at the time of the July 6, 2016 loss and continues to have this deductible.    We are always willing to make any changes to your policy; however, we require you to notify us.  It is our objective to make it easy for our customers to do business with us.  We have licensed professionals available seven days a week at [redacted].  If you prefer email communication, you may contact us at [redacted]  Please contact us if you would like to make any changes going forward.Mr. [redacted], you are a valued customer and we appreciate you bringing your concerns to our attention.  While I respect this is not the outcome you had hoped for, please understand we have thoroughly researched your concern and there was no error identified that would warrant us to reconsider our position. Sincerely,[redacted] [redacted] Associate Customer Care SpecialistCustomer Care UnitPhone: [redacted]  Fax: [redacted]

Dear Mr. [redacted], This is in response to your June 15, 2016 correspondence to the Revdex.com.  I am truly sorry we have lost you as a customer but am happy to respond in the hope of providing you with the clarity you are looking for.Please accept my apology for your unfavorable...

service experience.  I regret any misunderstanding regarding your intent to cancel these policies.  I have provided feedback to the appropriate management to ensure your service experience is reviewed and addressed.  First, I would like to provide a little background. Renewal packets for both your automobile and homeowner policies issued to you March 15, 2016, over one month prior to the renewal date.  Your policies renewed, as scheduled, on April 17, 2016.  Your automobile policy renewed with an annual premium of $951 and the homeowner policy with an annual premium of $1,626. Although you typically paid your premium annually, this policy was scheduled for our monthly billing payment method which includes a $5 billing fee.  Consecutive bills issued to you March 17, 2016 and April 18, 2016 remained unpaid and a $5 billing fee was applicable to each bill issued.  Therefore, cancellation notices issued to you on May 11, 2016 advising a minimum payment of $182.91 for the automobile and $343.28 for the homeowner policies was required prior to May 26, 2016 to avoid cancellation.   When no payment was remitted, both policies cancelled retroactive to the April 17, 2016 renewal date since the renewal term was considered not accepted.  After the cancellation, the balance due was adjusted to $10 for both the automobile and homeowner policies which reflected the balance due for billing fees. Upon receiving your correspondence, we waived the $20 in bill fees ($10 for each policy) applied to the policy and your balance due adjusted to zero. As we discussed when we spoke on June 17, 2016, this has not been reported to a collection agency; therefore, there will be no adverse credit reporting as a result of the balance due.  Mr. [redacted], again, we are truly sorry to have lost you as a customer.  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]

Dear Mr. [redacted],This is in response to your December 21, 2016 correspondence to the Revdex.com. While we are unable to reinstate your policy, I am happy to answer your questions in the hope of providing you with the clarity you are looking for.First, I will provide a little background....

Your auto policy was created on December 12, 2015 and $1,427.05 was the initial price for the policy, prior to additional changes made throughout the policy year.When you first set up the policy, you selected our Electronic Funds Transfer (EFT) option as your preferred payment method. We received payments as scheduled until your payment received June 10, 2016 was later returned unpaid on June 24, 2016. Our records do not reflect any denial of payment. In actuality, when you contacted us on July 7, 2016 about the insufficient payment, we advised that we make a second attempt from the bank and that you should allow that to play out as to prevent a duplicate payment. At this time, you requested to be removed from EFT billing and be placed on a monthly direct bill. A week later, on July 14, 2016, you remitted a payment to cover the payment returned June 24, 2016.  As the policy continued, payments were made in a regular manner. However, on September 12, 2016, we issued a $216.32 bill due October 2, 2016. When no payment was received, we issued a past due bill for $432.62 on October 10, 2016 due October 30, 2016. While we received a partial payment of $125.00 on October 13, 2016, there was still a remaining balance due of $307.63. Therefore, a cancellation notice issued to you on November 2, 2016 advising remittance of $307.63 was due prior to November 22, 2016 to prevent cancellation. Another partial payment of $125 was received on November 13, 2016. However, this was not sufficient to keep the policy active and the policy cancelled effective November 22, 2016 for non-payment of premium.  After cancellation, a $98.26 bill issued to you November 29, 2016 due December 19, 2016 for $98.26. This balance reflects the amount due for coverage afforded up to the November 22, 2016 cancellation date and remains due. For your reference, I am enclosing your billing history.While we appreciate your concern, the June payment you reference in your correspondence had nothing to do with the cancellation of your policy. Your policy cancelled after consecutive bills and a cancellation notice issued remained unpaid. The cancellation notice issued November 2, 2016 stipulated the minimum amount required and the due date of when payment was required to avoid cancellation. Therefore, we are unable to reinstate this policy and the cancellation stands.Mr. [redacted], thank you for contacting us with your billing questions. While I understand this is not the outcome you anticipated, I hope that I have answered 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]Associate Customer Care SpecialistCustomer Care UnitTel: [redacted] | Fax: ###-###-####