GENTERA

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].
 Your statements are incorrect.  My reason for cancellation is that when I called to review my policy with a representative she informed me there were no errors on my policy and the increase was correct and she then advised me to go look for a new insurer.  I was never given the opportunity to even consider staying with Liberty Mutual, as I was not informed that there was an error and what my actual rate should have been until after the policy was canceled.  That clearly shows my cancellation was due to your error and not competitive rates.  I should not be charged a fee due to your error on my policy and your advisement to cancel without even being informed that there would be a cancellation fee.  You have utterly poor and disgusting business practices and customer service.
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].  
We were previously instructed by Liberty Mutual representatives that we would be receiving a retroactive credit/refund for that mistake, so this is unacceptable. Unfortunately, it looks like between this problem and the problem with our current homeowner's claim, we will not only be taking our multiple policies with Liberty Mutual elsewhere, but also obtaining a lawyer to seek compensation for these two issues plus legal fees, doing a credit card chargeback for all of our policies that renewed in January because we are clearly not getting proper service, and notifying our local news outlet to see if they'd be interested in sharing our experience with Liberty Mutual for one of their "bad businesses" segments.
Regards,
[redacted] & [redacted]

Liberty Life did not receive a prior inquiry from the Revdex.com prior to August 22, 2016 regarding [redacted] remitted a similar inquiry to Liberty Life on August 11, 2016. [redacted], Manager, called Ms. [redacted] on August 12, 2016 and addressed Ms. [redacted]’s service...

issues. Ms. [redacted] was notified on August 16, 2016 of the following: Your request for STD benefits has been approved for the period of 7/27/2016 through 8/3/2016. Benefits are payable from 7/27/2016 through 8/3/2016. Your estimated return to work date is 8/4/2016. Ms. [redacted] was advised to contact Ms. [redacted] directly with any additional questions regarding her STD claim.

RE:      Promotional Mailings   Dear Mr. [redacted],   This is in response to your March 3, 2017 correspondence to the Revdex.com regarding the recent promotional mailing you received. I appreciate the opportunity to respond.   I regret the...

circumstances that prompted your contact and apologize that you were advised that we could not remove you from receiving future promotional mailings. We 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.    To prevent you from receiving additional offers such as this in the future, I removed you from our mailing list. In 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 6-8 weeks.   Mr. [redacted], thank you for contacting us. I hope that I have addressed your concerns today. If you have any additional questions, please reach out.  I will be happy to assist you.   Sincerely,   [redacted] Associate Customer Care Specialist Customer Care Unit T: [redacted] | F: [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. 
Regards,
[redacted]

Dear Mr. [redacted],This is in response to your additional correspondence to the Revdex.com on January 9, 2017. While our position remains unchanged, I am happy to further respond. You ask that we review the call recordings from when you contacted us on July 7, 2016 to review what was discussed. While we do randomly record incoming calls to our sales or customer service departments, if a transaction is recorded, the recording is retained for a limited time (typically 1 to 2 months) for quality assurance. These recordings are proprietary and used for coaching and training purposes only. A recording from July 2016 is no longer available for review. However, as part of our implemented procedure, we document our interactions with our customers and any counseling provided.You indicate that you were advised policy documents were not available to you; however, they have suddenly appeared. While you did not specify what documents you are referring to you, billing statements can be sent to you any time you request. However, our records do not reflect you requested any documentation when you contacted us July 7, 2016. As indicated in my previous correspondence, the June payment which was returned, was not the reason your policy cancelled. Our records indicate you submitted this payment on July 14, 2016. On August 9, 2016, you stated you would remit a $120 payment on August 11, 2016 and call back on August 25, 2016 to set up EFT again. You submitted the $120 payment through your eService account on August 11, 2016 and contacted us on August 18, 2016 to make a payment of $202.69. We discussed setting up EFT going forward; however, you indicated you would review this with your wife and contact us if you were needing to implement any changes. Our records do not reflect we were contacted to re-establish EFT billing and the policy remained on direct bill.Even though you made partial payments through your eService account in October and November, we did not hear from you again until December 5, 2016, over three months later. At the time of your December call, the policy had already cancelled effective November 22, 2016 for non-payment of premium. While we appreciate your concern, the cancellation notice issued to you November 2, 2016 stipulated $307.63 was required prior to November 22, 2016 to avoid cancellation. When payment was not received, the policy cancelled. We have been consistent with our response that we are unable to reinstate your policy and the cancellation stands. The $98.26 balance remains due for coverage afforded through the cancellation date. This information was clearly outlined in the billing histories attached to my December 29, 2016 response.As we did not receive your final payment within 21 days of its due date, we forwarded the $98.26 balance to a third-party collections vendor, [redacted], on January 9, 2016. This 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. 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], thank you following up on your concern. If you have any unanswered questions, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely,[redacted]Associate Customer Care SpecialistCustomer Care UnitTel: [redacted] | Fax: [redacted]

RE:   Personal Automobile Policy:  [redacted] LM General Insurance Company/ NAIC: [redacted] Dear Mr. [redacted],This is in response to your recent correspondence to the Revdex.com regarding your auto policy. I appreciate the opportunity to respond further.Every insurer sets rates based on their own loss history, operational costs, and anticipated losses. While the factors that cause our rates to change are not unique to Liberty Mutual, they effect different insurers in different ways at different times. Unfortunately, we cannot compare rates between companies. I regret your disappointment in the rate increase on your policy. Due to privacy concerns, we are unable to release information about other policyholders' rates. However, not every customer would have received the same increase, others may have seen more or less than you, depending on their own policy factors. Furthermore, the specific data used to determine rates is considered proprietary and as such is not something we will release. Mr. [redacted], if you have further questions, please feel free to contact me directly. I will be happy to assist you.Sincerely,[redacted]Customer Care SpecialistCustomer Care UnitPhone: [redacted]

I agree with their statement they repeated what I have said and gone through. What they have not touched on is the fact that they only said I needed to send in my diploma to make sure the discounts are activated. The sales rep knew I would only be purchasing renters insurance but unknown to me he still applied discounts that I would not be able to fulfill.
Regards,
[redacted]

Dear Mr. [redacted], This is in response to the October 5, 2016 correspondence to the Revdex.com. We are truly sorry to have lost you as a customer. I am happy to address your concerns and hope to provide you with the clarity you are looking for. First, I would like to provide a little...

background. Your automobile policy was created on July 16, 2004. When your policy initiated a down payment was received on July 8, 2004. You elected monthly Electronic Funds Transfer (EFT) as your preferred method of payment with a withdrawal date of the 30th. Your first Electronic Funds Transfer (EFT) payment was processed August 30, 2004 and credited to the policy balance September 1, 2004. There were eleven additional payments scheduled on the 30th of each month (September through July) which paid the initial policy term in full. Weekends or holidays could delay the processing until the following business day.A deposit is only required during the initial policy term. When your policy renewed effective July 16, 2005 your first EFT payment was processed on August 30, 2005. You had twelve payments scheduled (August through July), with the final payment processed on July 30th. This billing schedule continued with the following renewals. While your withdrawal date was the 30th of the month, your payment may not have posted until the beginning of the following month due to processing time. Your policy renewed most recently on July 16, 2016 with an annual premium of $2,500, which included the $1 Minnesota Theft Prevention Surcharge. There were twelve payments scheduled to pay the premium in full. Your first $209.25 ($2,499 divided by twelve + $1 surcharge fee) EFT payment was received on August 30, 2016 which adjusted the balance to $2,290.75. This policy was cancelled at your request effective September 26, 2016. After cancellation, a credit of $2,007.80 was applied to the policy for the unused portion of the policy term and your balance adjusted to $282.95. A $287.85 ($282.95 policy balance + $5 bill fee) issued September 28, 2016 due October 18, 2016. In summary, your policy was active for over two months, yet we only received one monthly payment. I mailed statements to you on October 12, 2016 for each policy term since the policies’ inceptions in 2004. I also attached a billing history for the most recent policy term. The $287.85 balance remains due.With respect to your comparison of the prices offered by other carries, each insurer calculates its own rates in accordance with their own rating practices and this is based on past loss experience and expenses. The collective loss experience for each carrier may differ even within the same geographic area, the products and services offered may vary and the premiums may also differ. Liberty Mutual Insurance has been committed to providing quality insurance to our customers for over one hundred years. The prices we charge are the rates needed to ensure we fulfill our long-standing commitment to our Minnesota customers and provide them with the peace-of-mind knowing we have the financial backing to protect them in the event of a covered loss.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. If you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely,[redacted] [redacted]Associate Customer Care SpecialistCustomer Care UnitPhone: ###-###-#### Fax: ###-###-####

Dear Mr. [redacted], This is in response to your August 1, 2017 correspondence to the Revdex.com regarding the above referenced automobile policy. I appreciate the opportunity to respond. Please accept my apology for any miscommunication that may have occurred regarding the coverage...

applicable to this policy. We expect our representatives to provide complete and accurate information and regret this is not consistent with what you described. We will review your interaction to determine what we could have done differently to ensure a positive experience for a valued customer. However, when this policy initiated, a policy packet issued to you confirming the coverage and exclusions applicable to this policy. The policy provisions state that coverage is excluded while the vehicle is being used as a public or livery conveyance. This packet also contained a notification requesting you review the information carefully and contact us with any questions. Our records do not reflect you contacted us questioning the coverage until August 1, 2017 at which time we advised that ride sharing was not covered. We regret this led to your decision to cancel this policy effective August 9, 2017; however, we are unable to issue a refund of past premium paid as coverage was provided as stipulated on the Declarations page and policy provisions. Instead, a $68.03 balance is owed for coverage provided through the August 9, 2017 cancellation date. In addition, our records reflect two claims were paid against this policy on December 25, 2016 and July 31, 2017. In regard to the July 31, 2017 glass loss you reference in your complaint, I apologize for any confusion in regard to an additional inspection needed for the glass damage. We work directly with [redacted] Auto Glass for glass repair and replacement. If you have unresolved questions or concerns regarding your claim, please reach out and I will ensure your concerns are directed to the appropriate department to research and respond. Mr. [redacted], thank you reaching out to discuss your concerns. We are sorry to have lost you as a customer. If you have additional questions or concerns, please also feel free to contact me directly and I will be happy to assist you. Sincerely,[redacted]Senior Customer Care SpecialistCustomer Care Unit[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. 
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].  
 I consider coverage for this policy canceled 1/2/17 due to non payment... I had obviously chosen the WRONG INSURANCE COMPANY. I will not be overpaying your company $300 unnecessarily.   it is unreasonable for you to expect me to accept your denial of an applicable discount that should have never been removed, regardless of the excuses you've given. any future billing will be ignored as you have ignored the reasonable request to reinstate a discount that had been applied for 2 years without any written documentation and will be considered as harassment. 
Regards,
[redacted]

This is in response complaint # [redacted] which was filed on 3/30/2018 by [redacted]. The complaint was received04/01/2018 by the Presidential Service Team. I appreciate the opportunity to respond.I have reviewed the billing for the policy the home, policy number [redacted]. As a company...

driven to meet the needs of our customers, we thank you for taking the time to bring this to our attention. On behalf of Liberty Mutual, please accept my apology for the inconvenience and frustration this matter has caused you. A [redacted] Insurance representative brought the cancellation to the attention of the Liberty Mutual Escalation Team on March 29, 2018. On March 30, 2018 the request with all of the appropriate documentation was sent to Underwriting. Underwriting reinstated the policy with no lapse in coverage. The policy number remains the same and the effective date for the policy is January 26, 2018 until January 26, 2019. The mortgage payment should not change since this is considered continuous coverage.A refund check was sent for the amount of $492.00. If the check has not been cashed a Stop-Payment can be placed and the amount can be reapplied. If the check was cashed, the amount will need to be remitted to balance the account. There is never an acceptable reason for poor customer service. Your willingness to share your experience is helpful in identifying areas where we are not consistently meeting our service standards or our clients’ expectations. Thank you for taking the time to detail your experience with Liberty Mutual. We regret that your initial experience has been less than favorable.

November 14, 2016Revdex.com of Eastern MA, ME, RI & VT290 Donald Lynch Boulevard, Suite 102Marlborough, MA 01752-4705Re:      Complaint #:   [redacted]Company, NAIC #:  Liberty Mutual Fire Insurance Company NAIC [redacted]Thank you for your...

letter dated November 4, 2016 regarding the premium increase onthe policyholder’shomeowner policy. We have reviewed our policy’s premiumsand validated that the policyholder was provided with the appropriate premium amounts. The policyholder’s premium increased from $1,399 in 2008 to $8,399 at the 2016 renewal due to the following factors:1. The policy was affected by several yearly rate revisions, ranging from 5% to 25% annually,filed with theMissouri Department of Insurance. Note that these were statewideaverage increasesand policyholders may see higher or lower increases depending on their individual characteristics.2. The premiums reflect the application of a surcharge as a result of water damagein 2012. A surcharge is applied based on the number of qualified claims made by a customer during the policy period.In addition, as a result of this claim the policy no longer qualified for a discount of 15%.  3. The policy qualified for a lower premium credit in 2014 due to a change in the category classificationof the property’salarm system.  4. The Coverage Aamount on the policy increased from the 2008 policy to the 2016 policy.  Coverages are evaluated and adjusted at each renewal to account for expected inflationary increases.This is an optional endorsement the customer selected and for which they receive a credit.In regards to the policyholder’s comments concerning premiums paid by her neighbors with other insurance agencies, each insurer will rate a policy according to their own rating practices they have filed with the Department of Insurance. We are not able to comment on competitor’s rating programs.  In addition, we do not have record of us communicating with the policyholder stating her premiums will increase due to Florida floods or California wildfires.  Please note, these events did not affect her policy or premium amount.  Liberty Mutual’s rates are based on our experience over a given point in time. When our experience improves we share that improvement with our policy holders by decreasing rates. Conversely when our experience deteriorates, policyholders are likely to see an increase in their premium. We review our rate plans continuously and work closely with state regulators to administer rates to our policyholders that are adequate, not excessive, and non-discriminatory.  We must charge our published rates without deviation and are therefore unable to make adjustments or refunds of past premiums that were correctly calculated. If you have additional questions regarding this matter, please feel free to contact our service department at [redacted].Sincerely, [redacted]Compliance Analyst II

The process of changing billing type must be done fifteen days prior to the next payment. This allows ample time for us to provide the customer with the confirmation of the change.  This change occurred 2 days prior to transfer being scheduled. The policy had a billing date of the Fourth of the month. The electronic funds transfer request was submitted to the financial institution on December 4, 2017. This change was requested with the customer service department on December 6, 2017. At the time the billing was converted from automated deductions to direct billing at that time.A fee was charged to the policy for the returned item. that fee has been waived because the customer did not experienced confusion when the billing method changed.

First, your expectation and what actually occurred are two different things. The agent that handled my case did not communicate any about this "[redacted]" program and that participation or lack of participation would affect the price they offered to attract my business. Improving your communication in the future does little to repair our consumer relation. Secondly, your notifications are vague and do not clearly address the reality of your policy requirements. The only time anything was mentioned about the "[redacted]" program was in a letter issued to me after I purchased your insurance and a week before the actual trackers were emailed. And even then the notification that my premium would go up by not participating was not clearly stated until the tracker was received. Third, the "[redacted]" Terms and Conditions form is under Section D and make no actual reference to the "[redacted]" program or how its enacted. I have no concerns with the parameters, I strictly find them invasive and do not wish to subject myself to that. My issues is with Liberty Mutual shady business tactics, vague contract wording and presumption that I should pay more money as a result of your business mistakes. Your lack of acknowledgment that your practices are wrong and your continued ignorance that I should accept this price change or enroll in this "[redacted]" program are quite frankly tasteless and disrespectful. It seem the Revdex.com will not do anything as nor will Liberty Mutual. For the time beginning I am aware that my premium will go up $80 and I guarantee that next year I will change home and auto insurance providers and will never do business with Liberty Mutual. That means nothing to a mutli-billion dollar company like yourself but it is the principal in business which you and your company seem to lack.

Dear Mrs. [redacted], This is in response to the January 5, 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.  If a check issues to an incorrect address,...

this is typically resolved by reissuing the check to an alternate address.  It is disappointing to hear that an unauthorized party cashed your check.  I received confirmation from our accounting department that the forgery affidavit was received on November 24, 2015.  We opened up the bank investigation on November 25, 2015.  As confirmed by the November 12, 2015 letter we issued to you, forgery investigations may take anywhere from 6-9 months to resolve while the bank investigates the fraud.  This is an investigation completed externally and Liberty Mutual Insurance is not involved. Mrs. [redacted], we value you as a customer and appreciate you taking the time to discuss your concerns.  We are truly sorry for the inconvenience and will provide an update as soon as the bank concludes their investigation. If you have any further questions or feedback to share, please contact me directly.  I will be happy to assist you. Sincerely, [redacted] [redacted] Associate Customer Care Specialist Customer Care Unit Personal Insurance Distribution Operations Phone: [redacted]  Fax: [redacted]

Re: Complaint #: [redacted] [redacted]       
 To Whom It May Concern:   Thank you for sending your inquiry regarding the above customer complaint.   Our records show the automobile policy was issued with...

two vehicles effective September 21, 2012.  On March 5, 2013, the insured requested the second vehicle be deleted and we processed the change as requested.  Upon review, we agree to amend the ** and [redacted] coverages to non-stacked limits per the 2013 endorsement and offer a refund. The refund will be mailed to the insured shortly.  If the customer needs any further information, please contact our customer service team at [redacted] Thank you for your time in this matter. Sincerely, [redacted] Senior Compliance Analyst

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]

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. The issue has been resolved to my satisfaction.    Thank you for your assistance.
Regards,
[redacted]