GENTERA

We estimated the final audit due to lack of cooperation from the Insured.  We contacted the Insured on three occasions to schedule the appointment for the audit with the rom the Insured.  On the first attempt on 12/4/15, we spoke with the Insured and he advised that he...

would have to speak with his bookkeeper and get back to us.  After several follow-up attempts the audit was returned for non-compliance on 1/5/16. We did not purport that an actual audit had been performed.  Subsequent to receiving the policyholder complaint the assignment was reopened and an appointment scheduled for 4/29/16.  The Auditor attempted to get an earlier appointment date and is still pursuing this possibility. The estimated audit will be revised with the actual exposures once the policyholder fully complies with the audit.

Dear Mr. [redacted],This is in response to your March 22, 2016 correspondence to the Revdex.com.  I appreciated the opportunity to speak with you on March 29, 2016.  After reviewing your policy I am hopeful your concerns have been resolved.As we discussed, our records reflect you...

spoke with our customer service department on May 21, 2015 and this policy was cancelled effective June 10, 2015 at your request.  However, we were later notified by you on June 2, 2015 that the closing had been postponed and this policy was reinstated. We asked you to contact us again after the closing so we could cancel the policy based on the new closing date.  Since we did not hear back from you, this policy remained active and eventually cancelled for non-payment of premium effective January 26, 2016.  After cancellation, a final $101.50 bill issued to you February 2, 2016 due February 22, 2016 for coverage provided through the cancellation date.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.After our conversation, I amended the cancellation date to November 1, 2015 at your request.  Please disregard the $101.50 bill previously issued.  Instead, a $53.50 refund will issue to your [redacted] card ending in [redacted].  Please allow three to five business days for receipt. I enclosed a billing history detailing all the transactions on the policy. [redacted] will also be notified of this adjustment and there has been no adverse credit reporting as a result of the prior collection activity.  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]

RE:      Revdex.com Reference # [redacted]             We have received the customer’s complaint and appreciate the opportunity to respond. It seems we may have made an error in not cancelling the customer’s policy in January...

as we have no record of this request. However, we have since cancelled the policy with the effective date requested, and a pro-rated premium refund for $478.97 was processed on 02/05/18 to be deposited into the bank account we have on file. The customer was sent a refund notification via e-mail on 02/06/18. We apologize for any frustration and hope this helps to resolve his concerns.

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

says:  "While we appreciate Mr. [redacted]’s request, our surveys are produced by an outside vendor and participants are selected at random.  As such, we are unfortunately unable to send him a survey regarding his experience." is not true.  Please have [redacted] reveal what is really going on with that company and have them send me an email with the truth.
Regards,
[redacted]

Unfortunately Ms. [redacted] claim was inadvertently reported as a record only no lost time claim.  As a result no contacts were made with her as we were not aware she was losing time or seeking treatment.  On 7-20-16 we received a medical reports from her 6-1-16 date of service that...

indicated she was losing time.  Immediate efforts were made to contact her at that time with messages left on 7-20-16 and 7-21-16 and we finally reached her on 7-22-16.  We were able to gather enough information to issue partial payment to her on 7-28-16 to move some benefits to her, however we could not issue full payment until we secured her earnings information and calculated her average weekly wage and WC rate.  This information was secured and an adjustment check was issued on 8-5-16.  I have spoke to Ms. [redacted] and explained the situation and am following up with the attached letter as well.  She thanked me for the information and indicated there were no further issues.

Dear Mrs. [redacted],This is in response to your January 25, 2016 correspondence to the Revdex.com.   I have been asked to respond to your concerns.  I attempted to contact you by telephone on January 27, 2016; however my attempt was unsuccessful. I regret any...

miscommunication regarding your intent to have your policies cancelled.   Our records reflect you contacted our customer service department on January 14, 2016 and January 25, 2016 to request to have both of your policies cancelled.  However, you were advised that in the state of Georgia, we require a written request in order to process the cancellation. After receiving your email, I cancelled your automobile and condominium policies effective January 14, 2016 at your request.  On January 28, 2016 refunds in the amount of $99.82 for the automobile policy and $21.32 for the condominium policy issued to your checking account.   Please allow approximately 3-5 business days for receipt.  Mrs. [redacted], I thank you for reaching out and we are truly sorry you decided to cancel your policies.  Please feel free to contact me directly if you have additional questions or concerns.  I will be happy to assist you.Sincerely,[redacted] [redacted] Associate Customer Care SpecialistCustomer Care UnitPersonal Insurance Distribution OperationsPhone: [redacted]  Fax: [redacted]

Dear Mr.
[redacted],This
is in response to your October 17, 2015 correspondence to the RevDex.com regarding your automobile policy.  I appreciate the opportunity to respond to your concerns.This
policy initiated effective November 12, 2014.  At the policy inception, you...

selected monthly Electronic Funds Transfer
(EFT) payments as your preferred billing method.  Monthly EFT payments were processed as
scheduled for several months.  However, your
June 11, 2015 EFT payment of $110.45 was returned unpaid by your financial
institution due to non-sufficient funds (NSF) and a NSF fee of $25 was applied
to the policy balance.  On July 13, 2015
we attempted to process an EFT payment for $245.90, which included the payment of
$110.45 due in July, the dishonored payment from June and the NSF fee.  This payment returned as NSF as well, and an
additional $25 fee was added to the policy.In
accordance with the terms of your policy contract we were required to provide
notice before terminating your policy.  A
cancellation notice therefore issued to you July 27, 2015 stipulating a minimum
payment of $270.90 was required prior to August 11, 2015 to prevent
cancellation.  Since payment was not
received, your policy cancelled effective August 11, 2015 for non-payment of
premium.  A final $369.98 bill issued to
you August 18, 2015 due September 7, 2015 reflecting the premium owed for
coverage afforded through the cancellation date.  When payment was not received, this balance
was referred to collections September 28, 2015.Liberty Mutual uses a third party vendor, [redacted]), to secure past due premium owed for cancelled policies.  Policyholders are referred to [redacted] when
their policy has cancelled and the balance is not paid within 21 days of the
final bill due date.In
light of the difficult circumstances you describe in your correspondence, I removed
the $50 in NSF fees.  However, the $319.98
remains due. Payment arrangements may be available through [redacted]  You may contact them directly at their
toll-free number [redacted].  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], 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 Personal Insurance Distribution Operations Phone: [redacted]  Fax: [redacted]

RE:   Homeowner Policy: [redacted]Liberty Insurance Corporation/NAIC: 0111-42404   Dear Ms. [redacted], This is in response to your November 26, 2016 correspondence to the Revdex.com. I have been asked to respond to your concerns and appreciate the...

opportunity. On behalf of Liberty Mutual, please accept my apology for the inconvenience and frustration this billing issue has caused. We expect our representatives to provide accurate information and process payments accordingly. I regret this is not consistent with what occurred. Feedback was provided to the appropriate management to review and address. At the policy inception our records indicate you elected quarterly direct bill as your preferred payment method. With this bill method, after a down payment of $304.75, there would be three remaining payments of $309.75 (each including a $5 installment fee) to pay the annual premium in full.Our records indicate we inadvertently processed a down payment in the amount of $1,219 on November 22, 2016. On November 25, 2016, you contacted us to request the overpayment of $914.25 be returned to your bank account. We submitted the request the same day. The refund typically takes 3-5 business days for receipt in your account.  In response to your concern with the overdraft fees you incurred, our records reflect we mailed you a check for $100 on November 29, 2016 for reimbursement of the overdraft fees you incurred due to the unanticipated withdrawal for $1,219. In addition, we spoke with you on November 29, 2016 and confirmed the $914.25 was reversed back to your bank account and that we mailed the $100 reimbursement check. Ms. [redacted], thank you for bringing this to our attention and for allowing us the opportunity to correct this situation. I hope that you are satisfied with the outcome. We will strive to provide you with the excellent service you deserve going forward. If you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely,[redacted]   Associate Customer Care SpecialistCustomer Care UnitPhone: ###-###-####  Fax: ###-###-####Tell us why here...

Dear Mr. [redacted], Thank you for your letter dated March 28, 2016, regarding the premium increase on your homeowner policy. The purpose of this letter is to help you understand why the premium for your policy increased. Your premium increased from $601 in 2015 to $658 at the 2016 renewal due to a...

17% rate revision filed with the Ohio Department of Insurance, effective for all homeowner’s policy renewals on or after September 29, 2015.  Note that this is a statewide average increase and policyholders may see a higher or lower increase depending on their individual characteristics. Your premium increased from $526 in 2014 to $601 at the 2015 renewal due to a similar statewide increase. Lastly, our customers are eligible for many discounts associated with their risk profile.   At each renewal, these savings are evaluated and adjusted in accordance with the applicable rating rule.  This means that the amount of the discount decreases every year up until the time that it is no longer applied. I hope this information provides some clarity on the price increase to your policy. Sincerely, [redacted] Sr. Business 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.[redacted] contacted me by email and we found a time when we could speak over the phone.  She helped me lower the cost for the insurance and also helped me get set up for monthly payment which was a huge help since I've always had to pay the full amount at one time.  She did an excellent job helping me and I am very grateful that everything has been taken care of and will make it easier for me to keep the insurance at a safe amount. Regards, [redacted]

This is in response Complaint # [redacted] that was filed on 3/22/2018 by [redacted]. The complaint was received 3/23/2018 by the Presidential Service Team.Ms. [redacted] previously contacted the Presidential Service Team. The response to the inquiry was:"After a thorough review, we have determined the...

email address: [redacted] is not an email listed in our database. We have attempted to contact you in reference to your concern but did not receive an answer. If you are concerned with the notifications being a Liberty Mutual Insurance or Safeco Insurance error, please return my call."Upon receiving this complaint, I verified your name is not on our contact list and any affiliate partner referral list. Your email address is not available for electronic mailings. The physical address was also listed in our Do Not Solicit file. In the unlikely event any promotional mailings were pre-scheduled prior to today, there may be a final communication from us in the next 6-8 weeks.

Dear Mr. [redacted],This is in response to your March 24, 2017 correspondence to the Revdex.com regarding the cancellation and billing on your automobile policy. Please accept my apology for the difficulty you have experienced in cancelling this policy. I appreciate the opportunity to...

respond to your concerns.Our records indicate the automobile initiated effective August 18, 2014 and subsequently renewed, most recently on August 18, 2016, with a premium of $4,380.When you spoke to our customer service department on August 22, 2016, we confirmed the Notice of Transfer (2A) form would be needed from your new carrier in order to process the cancellation and provided the appropriate fax number for submission of the 2A form. However, thus far, we have not received the 2A form from your new carrier. Therefore, the policy remained active and the billing continued. When payment was not received, this policy cancelled effective November 15, 2016 for non-payment of premium. A $1,423.11 final bill issued November 22, 2016 due December 12, 2016 for coverage provided through the cancellation date. 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.In order to amend the cancellation date, please request your new carrier provide the Notice of Transfer (2A) form to the fax number listed below or by email to [redacted] Once the required form is received, I will cancel the policy effective the date you obtained new coverage and the policy balance will be adjusted appropriately.  Mr. [redacted], we are sorry for the difficulty you have experienced. I hope all your questions have been answered today. However, 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 Unit[redacted]

Dear Mr. [redacted],This is in response to your January 25, 2016 correspondence to the Revdex.com.   I have been asked to respond to your concerns. Thank you for reaching out regarding the balance due on your automobile and motorcycle policies.  I am sorry to hear of the...

difficult circumstances you faced when trying to cancel both policies.  My hope is that this response will provide the clarity you are looking for.Personal Automobile PolicyFirst, I would like to provide a little background regarding your billing. Your automobile policy renewed on May 31, 2015 with an annual premium of $2,744. Effective the May 31, 2015 renewal, we removed your son and the 2003 [redacted] from the policy. This resulted in an annual premium revision from $2,747 to $1,687, a credit of $1,060.  You had elected monthly Electronic Funds Transfer (EFT) as your preferred method of payment.   There were six monthly payments of $140.58 received between June and November and your balance was adjusted to $843.52. On December 4, 2015 you contacted us to cancel this policy effective December 8, 2015.  After the cancellation, we issued a final $40.12 bill to you December 4, 2015 due December 24, 2015 reflecting the premium owed for coverage afforded through the cancellation date.As we did not receive your final payment within 21 days of its due date, on January 13, 2015 we forwarded the $40.12 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 that you made the $40.12 payment using our online portal to satisfy this balance.  However, once the automobile policy was cancelled, the online access to the policy was removed. Therefore, you no longer had access to make a payment using your eservice account.  Upon further review, I confirmed the $40.12 payment was made to your motorcycle policy since it remained active.  Therefore, I have had this payment transferred from the motorcycle policy to this policy to satisfy the remaining balance due.  [redacted] will be notified of this adjustment and there will be no adverse credit reporting as a result of the prior collections activity.  Motorcycle PolicyThis policy renewed on June 6, 2015 with an annual premium of $1,137 and cancelled effective December 8, 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 PremiumJanuary 2%          July 16%February 2%        Augus...⇄ 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 also selected monthly Electronic Funds Transfer (EFT) payments as your billing method for this policy.  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.  There were three payments of $94.75 received in June, July, and August. Effective September 2, 2015 towing and labor coverage was added to the 2012 [redacted]. This resulted in an annual premium revision from $1,137 to $1,149, a pro-rated charge of $9.00. We then received four payments of $95.75 in September, October, November, and December.  In addition, we also received the $40.12 payment in December intended for your automobile policy.  Your balance due adjusted to $438.63.On January 11, 2015, you contacted us to cancel this policy and it was cancelled effective January 12, 2016. After cancellation, a final bill for $90.43 issued to you January 11, 2015 due January 31, 2015.  However, upon receiving your correspondence, I amended the cancellation date to reflect December 8, 2015 as you previously requested to have the policy cancelled on this date as you were not going to be using the motorcycle.  The balance due adjusted to $64.07. After the amended cancellation, we issued an updated final $64.07 bill to you January 27, 2016 due February 16, 2016 reflecting the premium owed for coverage afforded through the cancellation date.  However, as previously mentioned, I have had the $40.12 payment intended for the automobile policy transferred to satisfy the remaining balance due on that policy.  Therefore, the final balance due on this policy has been amended to $104.19.  While we regret the inconvenience and any miscommunication regarding the seasonal pro-rata charges, please understand that there is no flexibility with the premium.  We must charge the appropriate premium for your policy as it accurately reflects the balance due for coverage afforded through the cancellation date.  Mr. [redacted], thank you for contacting us with your billing questions.  I have enclosed billing histories for your review and I hope that I have answered all of your questions today. If you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely,[redacted] [redacted] Associate Customer Care SpecialistCustomer Care UnitPersonal Insurance Distribution OperationsPhone: [redacted]  Fax: [redacted]

Dear Ms. [redacted],   This is in response to your May 16, 2017 correspondence received through the Revdex.com. I appreciate the opportunity to respond to your concerns.   I sincerely apologize that your initial interactions with Liberty Mutual were unfavorable. We expect our sales...

and service representatives to be responsive to our customers’ needs. I regret in this instance we fell short of this goal. Feedback regarding your interactions has been provided to the appropriate management in an effort to improve our service in the future.   As per your previous conversations with another member of my team, the physical damage coverage was restored to your 2016 [redacted] and 2012 [redacted] on May 17, 2017 following the completion of the photo inspections. In addition, we agreed to allow an addition five calendar days (May 22, 2017) for completion of the inspection on the 2015 [redacted]. However, the inspection was not completed until May 23, 2017; while coverage was removed effective May 12, 2017 it was restored effective May 23, 2017. I have attached the most recent Declaration for your review.   Please contact me directly if you have any questions regarding the current coverages.   Ms. [redacted], once again, I truly regret your recent experiences. As a valued customer I hope we can provide the excellent coverage you deserve going forward. If you have additional questions or concerns, please also feel free to contact me directly. I will be happy to assist.   Sincerely,   [redacted] [redacted] Customer Care Specialist Customer Care Unit [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
We did not receive notice of termination from Liberty Mutual.
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 am sorry, but your explanation provides no relevant justification or context.  In the past, I have been with the same insurance company over several years and never seen a rate increase anywhere this significant.  If you look at mine and my wifes history, neither one of us have accidents or citations for the past 14 years.  The only data point that holds water is the fact that she was in an accident and the rate went up.  You claim that without accident forgiveness the rate would have gone up more.  I find that hard to believe that anyone would actually stay with an insurance company when their rates go up 20-30%.  I had the same policy from 2015 to 2016 and there was no increase.  My wife now gets in an accident and the rate increases.  I think the news and social media will find that interesting.
Regards,
[redacted]

Dear Mr. [redacted],
This is in response to your July 13, 2015 correspondence to the Revdex.com regarding your previous policies. I appreciate the opportunity to respond to your concerns. Please accept my apology for any miscommunication that may have occurred regarding your eligibility...

for the Multi-Policy (Account) discount when initiating an automobile policy.
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 customers’ expectations. Feedback has been provided to the appropriate management to review and address in an effort to improve our service in the future.
On June 25, 2015 we initiated an automobile policy for you effective June 26, 2015 with an annual premium of $1,501. On June 26, 2015 you contacted us to advise you initiated an automobile quote online, which was less than your current policy premium. Your June 26, 2015 policy cancelled effective June 27, 2015 at your request, and a new automobile policy was initiated effective June 27, 2015 with an annual premium of $1,287.
In your correspondence, you mention bait and switch tactics between our online quoting system and our licensed telephone agents. Our internet quoting system allows users to enter their personal information, details regarding their automobiles, and to select their own coverage limits independent of the involvement of a sales representative. The primary reason your online quote was lower than the initial policy quoted was due to the inclusion of a Multi-policy discount.
Although you are eligible for an Account or Multi-policy discount for your active life policies, in order to qualify for this discount on your automobile policy for a homeowner policy you must have an active policy insured with Liberty Mutual for your primary residence with you listed as named insured. Our records do not reflect you have an active policy insured with us under your name for your residence at [redacted]; therefore you are not eligible for the Multi-policy discount.
A policy correction was implemented on July 13, 2015 to remove this discount retroactive to the June 27, 2015 inception date. Your annual premium adjusted from $1,287 to $1,475 and a Declarations page reflecting this change was issued to you.
While we appreciate your concern, and regret this error was not caught previously when we reviewed the internet quote with you, we have been consistent with our response that we are unable to include the Multi-policy discount on your automobile policy as we must charge the appropriate premium for the coverage afforded.
Our records reflect the manager of my team, Ms. [redacted], previously reached out to you by email yesterday and requested that you telephone her directly if you would like to further discuss your concerns. Her telephone number is ###-###-#### and office hours are 8:00 a.m. through
4:00 p.m. Pacific Time.
Mr. [redacted], you are a valued customer and I regret my response could not be more favorable. If you have further questions or concerns, please also 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: ###-###-#### | Fax: ###-###-####

Dear Ms. [redacted],This is in response to your September 17, 2016 correspondence to the Revdex.com. I have been asked to respond to your concerns.  Please accept my apology for the delay in processing your cancellation and issuance of your refund. I understand how disappointing it must...

have been when you did not receive your refund within the timeframe you anticipated. We regret your concerns were further compounded when your refund issued to an incorrect address. A stop payment on the first check (check # [redacted]) and a replacement check (check # [redacted]) issued. When you spoke with a service representative on September 13, 2016 the policy was updated to correct your mailing address. A stop payment was placed on check [redacted] and a replacement check (check [redacted]) issued to on September 20, 2016. I attempted to reach you on September 23, 2016 to inquire if you would prefer to have the $68.32 refund issued electronically and deposited into your account; however, I was unable to reach you. While I received a return telephone call from you when I was away, I could not determine from your voice mail message if you preferred the alternative method of refund. I attempted to reach you again; however, was again unsuccessful. Since the check issued six days ago, it would be quicker for you to wait for the check to arrive in the mail rather than issuing a stop payment again and completing an electronic refund. Please allow approximately two weeks (from the date of issuance) for receipt.  Ms. [redacted], thank you for contacting us. I am truly sorry you had an unfavorable experience. We anticipate you will receive your refund shortly. 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 20, 2016 correspondence to the Revdex.com.We are truly sorry your experience was unfavorable. However, there was no misinformation provided at the time of your call. Our records show that you called on December 13, 2016 and at this...

time we advised you correctly that there was no outstanding bill owed. We were not aware the $21.83 down payment for your Florida tenant policy would be returned unpaid the following day. Due to the unsuccessful payment, this policy was removed from monthly Electronic Funds Transfer (EFT) payments and the billing method changed to direct bill. A $25 returned payment fee was applied. In addition, a cancellation notice issued to you on December 14, 2016 advising that $46.83 ($21.83 + $25) was due prior to December 29, 2016 to avoid cancellation.   Thank you for your $46.83 payment received December 20, 2016. As a courtesy, I waived the $25 returned payment fee. Your policy is no longer pending cancellation. I included a billing history showing the payment received and remaining balance owed which will be paid in installments. As I referenced earlier, the billing method was changed to direct bill. With direct bill, the payment amounts are higher since each bill will issue for a minimum amount of $30 with the exception of the final bill. In addition, fewer bills issue to allow time for mailing. Instead of eleven remaining payments with EFT, there were now only eight payments with direct bill. Your next $30 bill will issue on January 7, 2017 due January 29, 2017. Regarding your request for a list of your policies, you currently have a Maryland automobile policy.  Maryland and Florida tenant policies are also in force. I mailed Declarations pages for each policy to you under separate cover which lists the policy numbers. Please let us know if you plan to register your vehicle in Florida so we may ensure a Florida automobile policy is written. You do not have a specific agent assigned. Servicing of customers is exclusively handled by our centralized call centers and the first available agent will assist you seven days a week at ([redacted]. Mr. [redacted], I hope that I have answered all your questions today. Again, I am sorry your experience has been unfavorable as it is always our goal to provide our customers with exceptional service. 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 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]