GENTERA

Policy # [redacted],  Billing # [redacted].  A flat cancellation request was received on 6/29/16 on a new business policy that was previously bound and issued effective 4/7/15.   Since coverage was bound 4/7/15 and the cancellation request wasn't  received in our office until...

over 2 months later, underwriting agreed to offer a pro-rata cancellation eff 6/11/15. The 6/11/15 date is the date that the cancellation was filled out by the agent.    This decision to offer cancellation eff 6/11/15 was made since our policy would have responded had a loss occurred from 4/7/15 -  6/11/15.Please let me know if you need anything else on this matter. Sincerely, [redacted] Sr Inland Marine Underwriter[redacted]

Dear Ms. [redacted],This is in response to your correspondence received through the Revdex.com on April 22, 2016 regarding your automobile and tenant policies.  I am truly sorry we have lost you as a customer and appreciate the opportunity to respond.  I will provide a little...

background on how we arrived at the balance due.Personal Automobile PolicyThis policy initiated effective October 24, 2013 and subsequently renewed each year, most recently October 24, 2015 with an annual premium of $3,621.  Following the October 24, 2015 renewal you added an operator to this policy effective October 28, 2015 which resulted in a pro-rated premium of $53 and the policy balance was adjusted to $3,674.  We received one EFT payment totaling $306.17 ($3,674 divided by 12 with the final payment adjusted a few cents), this reduced the balance remaining to $3,367.83.We added the 2011 [redacted] effective November 5, 2015 which resulted in a prorated debit of $1,287 and adjusted balance due of $4,654.83. Since we did not receive notification of your intent to cancel and no additional payments were applied, this policy eventually cancelled for non-payment of premium effective February 5, 2016.  After cancellation, a $3,591 pro-rated credit was applied to the policy balance for an adjusted balance due of $1,063.83. A final $1,063.83 bill issued to you February 11, 2016 due March 2, 2016. Tenant PolicyThis policy also initiated October 24, 2013 and like the automobile policy renewed each year, most recently October 24, 2015 with an annual premium of $259.  The payment schedule was the same as for the automobile policy. We received one $21.58 EFT payment and the balance adjusted to $237.42. Since no additional payments were applied, this policy also cancelled for non-payment of premium effective February 5, 2016.  After the cancellation credit of $186 for the unused portion of the policy term the balance due adjusted to $51.42.  We billed you for this amount on February 11, 2016 with a due date of March 2, 2016. SummaryAs we did not receive your final payments within 21 days of the due date, we forwarded the balances totaling $1,115.25 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.Thank you for taking the time to speak with me April 25, 2016 so I could obtain information regarding the effective date of your new insurance policies.  I have amended the cancellation dates to December 4, 2015 to reflect the date you secured alternate coverage.  The balances due have been adjusted accordingly.  Since your policies were active approximately 1 ½ months (6 weeks); yet, only one monthly payment was received, there will be a residual balance due for each policy.  However, your policies will be removed from collections and additional time will be allowed for payment remittance as revised bills will issue to you with a due date of twenty days after issuance. I also mailed a copy of this correspondence to the address on file in response to your request for a letter.  Ms. [redacted], we are sorry to have lost you as a customer. I hope my response provides the clarity you are looking for. I included billing histories for your review. 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 UnitTele: [redacted]Fax: [redacted]<Attachment>

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].
[As I told the LM agent selling the policy , Mr. [redacted], I felt he had rushed me through the sales policy and if had been told anything about a 10% deductible I would have stopped the sale immediately and I felt like by signing the e-policy that I did not read  the part concerning wind/hale damage and that I thought I could trust the honesty of my sales contact.  At that point he became very rude and told me I NEEDED TO ACCEPTED RESPONSIBILITY AND TAKE CARE OF BUSINESS..  He stated he had my agreeing to the wind/hale deductible rate was on record, that he had personally reviewed it and found that he had even tried to convince me not to accept the rate.  I then asked him for a copy of the recording ,which he said he could not do without authorization from his superior. I never heard back from him.  He is the one that needs to accept responsibility.  In my opinion Liberty Mutual has something they are trying to hide in my case. I feel like I am a victim of insurance fraud and total misrepresentation of the elderly.                                                                                     
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. 
This isn't correct if I knew that you would do something like this without my consent I would have used a different Insurence carrier. I understand that Insurence companies don't like to pay out but this is just beyond me.  I wasn't notified of the change till after it was made! I would have left the company right there and then!Regards,
[redacted]

RE:  Personal Automobile Policy: [redacted] Consolidated Insurance Company/ NAIC: [redacted]Dear Mr. [redacted],This is in response to your additional correspondence to the Revdex.com regarding your automobile policy. I appreciate the opportunity to further reply.I regret the promotional mailer continues to cause you frustration. Our advertising refers to an average savings based on customers who switched to Liberty Mutual Insurance and stipulates that individual premiums and savings may vary. The concerns should be rectified with the removal of you and Ms. [redacted]’ name from the mailing list. Accusation of intent to falsely advertise is inaccurate and inappropriate, as we have already explained how we received your name and action taken to cease additional mailings.As previously mentioned, the savings advertised in the mailing have already been factored into your premium. You are receiving many vehicle level discounts, including your hybrid vehicle discount, vehicle safety, and anti-theft devices. Additionally, there are policy level discounts which include your [redacted] Alumni Association discount, Early Shopper, Paperless, New-to-Liberty, and New Move discounts.Regarding the removal of your previous vehicle, I amended the policy to remove the 2005 [redacted] effective November 6, 2016. The loss occurred on October 6, 2016 and the rental vehicle was returned on November 5, 2016. Prior to receiving this request, the vehicle was removed from the policy effective December 20, 2016. As a result of the policy amendment, an additional $61 credit was applied to the policy which adjusted the current balance due to $1,166.Mr. [redacted], I hope that I have addressed your additional concerns today. If you have questions unrelated to this matter, please feel free to contact me directly. I will be happy to assist.Sincerely,[redacted]Associate Customer Care SpecialistCustomer Care Unit[redacted] [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 feel that this does not resolve my problem. I cancelled this policy with Liberty Mutual to end on 04/28/16 because I had another policy on the very same vehicle though Liberty Mutual under my husband's name effective 04/29/16 for a better price through an employer discount. There is absolutely no reason for me to double insure the same vehicle. They are charging me for an extra month. The bounced payment was not a debt due to Liberty Mutual in the first place. I contacted them and they agreed and issued me 2 return check fees for the fees I incurred after the 2 attempts to collect this "extra" charge. I do not need double coverage on this vehicle. My husband's plan picked up where mine left off # [redacted]. As you will see upon review, this is accurate. We renewed with a representative named [redacted] and he assured us this would not happened when we called to confirm the cancellation on 04/28/16 and yet it did.
Regards,
[redacted]

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

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.  Per the response's statement, I have a new policy that replaces the original cancelled policy.  If for any reason that policy is similarly cancelled without opportunity forremediation, I will open a new Revdex.com complaint.
Regards,
[redacted]

Dear Mr. [redacted],
This is in response to your October 6, 2015 correspondence to the Revdex.com regarding your automobile policy. I appreciate the opportunity to respond to your concerns.
This policy renewed effective March 18, 2015 and cancelled at your request effective September...

29, 2015.
Motorcycle policies cancelled have any returned premium or charges calculated on a "seasonal pro-rata" basis using the chart below:
Month Earned Premium Month Earned Premium
January 2%       July 16%
February 2%      August 16%
March 4%         September 12%
April 8%           October 8%
May 12%          November 2%
June 16%         December 2%
The charges or credits determined from this chart are based on the earned premium monthly schedule. This means that we charge policyholders based on the usage of the motorcycle throughout the year. In most states, motorcycles are ridden more during the summer months so we charge a higher premium in those months. Therefore, you will see that the percentage is higher in summer months.
At the policy inception, you selected monthly Electronic Funds Transfer (EFT) payments as your billing method. There were six payments made prior to the cancellation. However, the monthly payment is not a reflection of the premium owed to date since the premium for the peak season is higher. Our EFT monthly billing option is simply an installment plan to pay the annual premium by the end of the policy term. The installment plan is based on the $842 annual premium divided by twelve equal payments.
While we understand your concern, we do not review “what-if” scenarios regarding cancellation when a policy is written. Our rating is aligned with when a motorcycle is driven more often. By applying a higher premium during the peak season we avoid our customers having the same high premium for their insurance when they are not being exposed to as much risk and the motorcycle is largely parked or in storage. The $262.98 balance appropriately reflects the premium due for coverage afforded through the September 29, 2015 cancellation date.
Mr. [redacted], we hope you decide to continue to allow us to provide for your automobile and homeowner policy needs. If you have further questions or concerns, please contact me directly. I will be happy to assist you.
Sincerely,

[redacted] Associate Customer Care Specialist, Customer Care Unit
Personal Insurance Distribution Operations
Phone: [redacted] Fax: [redacted]

Dear Mr. [redacted],   This is in response to the July 26, 2016 correspondence to the Revdex.com regarding your previous homeowner policy. I have been asked to respond and I appreciate the opportunity.  I am truly sorry your experience has been unfavorable.   Due to unexpected...

circumstances we just received your correspondence and regret the delay in our response.   Our records indicate we previously spoke with you on August 1, 2016 and August 4, 2016 and confirmed that you received the documents you needed and explained the policy is no longer accessible online once the cancellation is processed.   Mr. [redacted], I hope your concerns have been resolved. If you have additional questions or concerns please feel free to contact me directly and I will be happy to further assist you.   Sincerely,   [redacted] [redacted] Associate Customer Care Specialist Customer Care Unit Personal Insurance Distributions Operations Tele: [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 sure how many times I have to repeat the explanation as it looks like this is a different person sending the billing details:  1.  On 7/23/17 the vehicle was removed from storage, increase in premium expected was $100-$120.  The bill says $319.202.  On 8/22/17 the vehicle was placed back in storage, the monthly premium expected was around $16.92 as it was before3.  I made numerous attempts over several weeks to discuss the bill with someone at Liberty Mutual including in person meeting.  It finally took place in November 2017.4.  On November 16, 2017 I was told in writing by [redacted] from Liberty Mutual TO DISCARD THIS BILL!!!!5.  How can you charge me late fee, bill fees when your company gives a direction to discard the bill? [redacted]<[redacted].[redacted]@libertymutual.com>11/16/17tomePlea...⇄ disregard any bills with a policy number of [redacted]. At this point I’m at the mercy of the service team.  My manager has noted the policy and I check on it daily.  To give you a fair timeline, I will no more early next week but you can disregard any statements or mailings on the policy until I get the questions answered. Thanks[redacted] [redacted] Lead Sales Representative  Liberty Mutual Insurance [redacted] 
[redacted] 
[redacted] 
[redacted] 
[redacted] [redacted]      
[redacted]   
Regards,
[redacted]

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

Dear Mr. [redacted],   This is in response to your February 8, 2017 correspondence to the Revdex.com regarding your automobile policy. Thank you for speaking with me February 10, 2017. I appreciate the opportunity to reply and apologize for the frustration the delayed refund has...

caused.   Our goal is to provide exceptional, accurate service. I regret that we did not follow through in this instance and you received conflicting information about the timing of your refund. Your feedback regarding this will be used in our continued efforts to improve our level of service.   You contacted us on February 3, 2017 and we initiated a new automobile policy at your request effective February 4, 2017. We accepted a down payment of $136.08 by credit card.   This policy was later cancelled at your request effective February 4, 2017. The cancellation credit posted to your policy balance on February 7, 2017 and a $136.08 refund check was issued to you February 7, 2017.   However, I regret the refund check was issued in error as it would typically be issued to your credit card. In an effort to expedite the refund, a stop payment was placed on the check and a refund was issued to your credit card today. Credit card refunds are typically available within 3-5 business days but the funds may appear sooner if you contact your financial institution and advise them of the refund submitted.    Mr. [redacted], thank you again for reaching out. If you have any further questions or concerns, please contact me directly. I will be happy to assist you.   Sincerely,   [redacted] Associate Customer Care Specialist Customer Care Unit [redacted]

Thank you for giving me the opportunity to respond to the complaint regarding Mr. [redacted]’s claim. It is my understanding the complaint is regarding American Fire and Casualty’s handling of the claim. This claim was reported to us on Friday, April 8th at 5:26pm.  The adjuster assigned, [redacted]...

[redacted], spoke with our insured at 11:17am on Monday, April 11th and confirmed that our insured driver had rear-ended Mr. [redacted].  She then contacted Mr. [redacted] via telephone at 11:32am.  She discussed the claims and rental process at that time.  That conversation included a discussion regarding when repairs were to begin (on a Monday or Tuesday) to mitigate rental costs.  Mr. [redacted] agreed to have his vehicle repaired at a network shop, [redacted]. Unfortunately, there was a miscommunication between Liberty and [redacted].  [redacted] informed Mr. [redacted] that he could drop his car off on a Thursday.  Since repairs would not be completed by Friday (requiring two days down-time over the weekend), Ms. [redacted] declined to pay for the rental.  Mr. [redacted] confirmed he was aware of the Monday/Tuesday drop-off requirement, but was understandably confused when our network shop told him he could drop off on Thursday. Mr. [redacted] decided to repair through a different shop.  Ms. [redacted] had previously set up a rental reservation through [redacted].  Typically, we do not pay for insurance on the rental car, unless the renter does not have physical damage insurance on their own vehicle, which transfers to the rental when their own car is in a shop for repairs.  Again, it appears there was a miscommunication between Mr. [redacted] and Ms. [redacted].  When Ms. [redacted] understood that Mr. [redacted] did not have his own physical damage coverage, and once he’d provided her proof of this, she approved the additional insurance on the rental car. Ms. [redacted] spoke with Mr. [redacted] on 5/2/16 and confirmed that the rental was in order and he was scheduled to drop his car off at [redacted] at 1pm that day.  We spoke with [redacted] today and confirmed vehicle repairs are ongoing.  Supplemental damage was found and the estimated completion date is 5/13/16.  Liberty will continue to pay for Mr. [redacted]’s rental until repairs are completed.

Our records indicate that we have explained to you that the medical information on file does not support disability prior to July 27, 2016. Mr. [redacted], Manager, attempted to reach you by telephone on August 30, 2016 to discuss your claim. Our records indicate that you have spoken with Liberty staff member including management multiple times and that you have been kept apprised of the status of your claim. Any questions regarding the period of disability prior to July 2016 should be directed to Mr. [redacted].

Dear Mr. [redacted],This is in response to your January 20, 2016 correspondence to the Revdex.com.  I am sorry to hear of the recent loss in your family.   I have been asked to respond to your concerns. First, I would like to provide a little background.  You elected...

monthly Electronic Funds Transfer (EFT) as your preferred method of payment.  The September 14, 2015 and October 23, 2015 EFT payments were returned unpaid by your financial institution September 30, 2015 and November 10, 2015.  Two $25 returned payment fees were applied to your policy as a result.  A $379.64 balance remained due for the 2014 policy term which was transferred to your 2015 renewal policy term.  Your automobile policy renewed on November 13, 2015 with an annual premium of $3,193. After the $379.64 remaining balance was applied to the 2015 policy term, the balance was adjusted to $3,572.64.   The first $266.08 EFT payment ($3,193 divided by twelve) was processed November 16, 2015.  However, the November 16, 2015 EFT payment was returned unpaid by your financial institution December 3, 2015 and a $25 returned payment fee was applied to the policy balance.  A return item notice issued to you December 3, 2015 advising your December 14, 2015 EFT payment would be $936.80 ($379.64 prior balance, $266.08 November payment, $25 returned payment fee and $266.08 December payment).  On December 14, 2015, the $936.80 EFT payment was processed.  However, this payment was also returned unpaid by your financial institution December 31, 2015.   Another $25 returned payment fee was applied to the policy.  Your balance due was adjusted to $3,622.64.Due to the returned payments, your policy was removed from EFT and placed on direct bill.  A cancellation notice issued to you December 31, 2015 advising a minimum payment of $961.80 was required prior to January 20, 2016 to avoid cancellation.   When we did not receive this payment the policy cancelled effective January 20, 2016 for non-payment of premium. I attached the billing histories for the 2014 and 2015 policy term for your review.Our records reflect you contacted our customer service department January 15, 2016 regarding the cancellation notice you received and requested payment arrangements.  However, the cancellation notice issued to you stipulates, “A partial payment will not prevent cancellation.”  Therefore, we were unable to make payment arrangements and advised you of the $961.80 due to prevent the January 20, 2016 cancellation.  After the $2,611 cancellation credit applied to the policy balance, a $1,011.64 bill issued to you January 26, 2016 due February 15, 2016 reflecting premium due for coverage provided through the January 20, 2016 cancellation date.  This amount remains due.  You stated in your correspondence to the Revdex.com that you contacted us after each payment was returned.  However, this information is not consistent with our records.  In addition, a bill is submitted electronically to your financial institution.  If the requested funds are not available, a second attempt will automatically be processed within a ten day period.  If the second attempt is unsuccessful, the payment will be returned as unpaid by your financial institution and your next scheduled EFT payment will be adjusted to include any past due billing.  Therefore, Liberty Mutual may be unaware initially of any issues with the payment processing.  I would appreciate the opportunity to review your eligibility for reinstatement by telephone.  Please contact me directly to discuss.  Mr. [redacted], thank you for contacting us with your billing questions.  I hope that I have addressed all of your 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 UnitPersonal Insurance Distribution OperationsPhone: [redacted]  Fax: [redacted]Enclosures

Dear Ms. [redacted],
This is in response to your additional concerns as stated to the Revdex.com regarding your automobile policy. I appreciate the opportunity to further respond.
While we appreciate your concern, since the January 2, 2015 violation is listed on Mr. [redacted]’s driving record and Accident Forgiveness does not apply to violations, the violation is a factor in your October 17, 2015 premium determination.
We are grateful to have you as a customer and hope you remain with us; however, please understand that there is no flexibility with our rating rules.
Ms. [redacted], we appreciate your feedback and regret our response could not be more favorable. If you have further questions or concerns, please feel free to contact me directly. I will be happy to assist you.
Sincerely,
[redacted]
Customer Care Specialist
Customer Care Unit
Personal Insurance Distribution Operations
Tele: 1-[redacted] | Fax: 1-[redacted]

September 28, 2017   Revdex.com of Eastern MA, ME, RI & VT 290 Donald Lynch Boulevard, Suite 102 Marlborough, MA 01752   Re:       Date of Loss:               ...

            March 8, 2016             Revdex.com Complaint Number:         [redacted]             Underwriting Company:           Liberty Personal Insurance Company   Dear Revdex.com,   Please accept this letter in response to your complaint from our customer, which was received by our Presidential Service Team.   According to the explanation included in the complaint, the customer expressed concern regarding the policy holder behind charged more for her claim.   First and foremost, I would like to apologize on behalf of Liberty Mutual for any frustration that customer may have experienced during our handling of his claim and appreciate the opportunity to address his concerns.    The results of our review After a thorough investigation completed by our Presidential Service Team, I have confirmed that we charged the insured with a comprehensive claim.   I have verified with our sales and service team we do not charge any PH’s additional premium due to a comprehensive loss. The claim will show up on your CLUE report but will not affect your renewal.   Again, we would like to express our sincere apologies for any inconvenience the customer may have experienced.  Thank you again for contacting Liberty Mutual and providing the valuable feedback for us to continue our commitment.   Sincerely,   [redacted] Presidential Service Team Tell us why here...

Dear Mr. [redacted],    This is in response to your additional correspondence to the Revdex.com. I regret you have been unable to receive the clarity you are looking for and appreciate the opportunity to further respond.Prior to answering your specific questions, please note that the tenant policy provides a limit of $2,500 coverage for business property on the residence premises and $250 away from the premises.  Occasional professional use is allowed; however, any income received should not constitute the principle nor sole means of livelihood for this coverage to apply. You could potentially increase this coverage by endorsement if not the principle (or sole) means of income.  However, the maximum coverage available for off-premises coverage is 10% of the total of the business property insured under the endorsement.  So if the policy is endorsed to cover $10,000 in business property, the off premises coverage is $1,000.As an alternative if the cameras and video equipment does not constitute the sole or principle means of livelihood, they may be scheduled under the scheduled personal property endorsement.  All scheduled property is covered worldwide and is covered for all perils unless specifically excluded on the policy.  Theft, as you described, is a covered peril.  Intentional loss is excluded if it is committed by or at the direction of an “insured” and with an intent to cause a loss.  Damage during an auto accident would be a covered peril. Earthquake is not a covered peril.  I mailed copies of the policy contact, scheduled property and personal property replacement cost  endorsements under separate cover for your review.Since you do not have a policy in force, please note that the provisions, limitations and exclusions of your insurance policy, including your policy Declarations, will determine whether a claim is covered.Mr. [redacted], if you have further questions, please feel free to reach out to me directly, I will be happy to assist.Sincerely,[redacted] [redacted]Associate Customer Care SpecialistCustomer Care UnitPhone: [redacted] Fax: [redacted]

RE:   Homeowner Policy: [redacted] Liberty Mutual Fire Insurance Company/NAIC: [redacted]                              ...

        Dear Mr. [redacted],This is in response to the May 19, 2107correspondence 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.  To provide some background, your policy initiated June 21, 1995 and subsequently renewed each year, most recently June 21, 2016, and is set to renew on June 21, 2017.  Your upcoming renewal for $5,062 was adjusted to reflect increased coverage for your home.  The dwelling coverage (Coverage A) increased from $144,900 to $146,900 at renewal due to the Inflation Protection endorsement included on this 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 for having this endorsement on your policy.In review of your concern for reimbursement of prior year’s premiums, our records do not support any refund is due.  Your policy has renewed each year and your premium is appropriate to insure your appropriately insure the specifics of your home. Insurance prices are partially based on the likelihood of future losses and policies written for different customers and residences are not comparable. Liberty Mutual Insurance has been committed to providing quality insurance for over 100 years.  The premiums we charge are the rates needed to ensure we meet our financial obligations to all our Michigan homeowner customers. Mr. [redacted], I thank you for reaching out. You have been a valued customer since 1995!  We would be happy to review your policy for any opportunity for savings. You may contact me directly or customer service at [redacted].I will be more than happy to assist you.Sincerely,[redacted]