GENTERA

Dear Ms. [redacted],This is in response to your November 7, 2016 correspondence to the Revdex.com.   I regret any misunderstanding regarding your homeowner policy deductible and I am happy to answer your questions in the hope of providing you with the clarity you are looking...

for.First, I would like to provide a little background. Your homeowner policy was created on January 31, 2013 and renewed each following year, most recently on January 31, 2016. At policy inception, you chose a $1,000 basic deductible, 1% of Coverage A deductible for Wind/Hail losses, and 2% of Coverage A deductible for Hurricane losses.  As you expressed, you contacted us regarding your policy premium on February 2, 2015 soon after the policy renewed. During the phone call, you elected to change all deductibles to $5,000 which resulted in a premium savings. Prior to this change, the Declarations page outlined that if Section I losses are the result of Wind/Hail, they are subject to a deductible of 1% of your dwelling limit. The Declarations page issued to you after this change outlined that: Losses covered under Section I are subject to a deductible of $5,000.In addition, you received another Declarations page with the following renewal packet along with a notification requesting that you review the information carefully and contact us with any questions. The enclosed Guide to Your Declarations Page stipulated the following:"The provisions, limitations and exclusions of your insurance policy, including your Policy Declarations, will determine whether a claim is covered. You should carefully review your contract for specific details pertaining to your policy."However, our records do not reflect any concerns were brought to our attention prior to the loss on April 12, 2016.    With respect to the coverage that applies if your house has to be rebuilt from the ground up, this is in reference to your dwelling limit, not the deductible. The dwelling limit is currently $139,500. Regarding your request that we find the recorded transcript of the call in 2015, please note that not all calls are recorded. Incoming calls are randomly recorded for quality assurance purposes and are typically only retained for one to two months. These recordings are proprietary and used for coaching and training only. There is no recording of the interaction you referenced. In summary, we are obligated to investigate and pay all covered losses under the policy. However, we are unable to extend coverage beyond what is specifically outlined in your policy contract. With that said, we encourage you to contact us with your questions. Representatives are available seven days a week to assist you and we hope to prevent any future misunderstandings regarding your policy.Ms. [redacted], we appreciate having you as a customer and thank you for reaching out. Again, I am sorry you had an unfavorable experience but hope that all your questions have been answered today. If you have any other questions or feedback to share, please do not hesitate to contact 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 additional correspondence to the Revdex.com.  I regret my prior response did not meet your expectations and appreciate the opportunity to further reply.    This policy was cancelled at your request effective July 25, 2016.  Your balance prior to the cancellation was $2,544.  After the $2,172 cancellation credit was applied according to the short-rate provision, your balance adjusted to $372.  If the policy was cancelled with no penalty, your cancellation credit would have been $2,312, a difference of $140. Therefore, the short-rate fee is $140.  You mentioned that you have paid $1,343. However, we have not received a payment since April 20, 2016.  Along with my prior response, I included billing histories reflecting the payments received.  The $965 credit was from the prior year’s endorsements to remove the 2000 [redacted].  At your request, the $965 was refunded to you, instead of being applied to your premium due on the 2016-2017 policy term. While we understand 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 provision was applied in accordance with your policy provisions.  The $25 cancellation notice fee and $5 billing fee were also waived as stated in my prior response.  The $367 ($227 policy balance for coverage provided from June 22, 2016 through July 25, 2016 + $140 short rate fee) remains due. 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: ###-###-####  Fax: ###-###-####

Here is the information requested The policy holder was my mother [redacted]Her address is [redacted]the policy number was [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].
Update - This case should not have been closed. I included In emails cc: Revdex.comI left voice mails for [redacted] is out of office for Holiday. Important and new update • Policy Changes were made and in effect first part of Oct. 2016.•[redacted] - Amount paid for Nov. was taken out of my bank was old amount. Can they issue credit? I do not want this to happen again for month of Dec. • Can you send me something in writing of My new monthly broken out per mo.? This hopefully will eliminate in me paying more than what was agreed. Update Re: equipment • I think [redacted] has been with the Company while and seemed to be trying to help. She has no control or voice for what they advertise. This is more on consumer affairs with Insurance. Really not her dept. Thanks, [redacted]. Regards,
[redacted]

This is in response complaint # [redacted] was filed on 4/25/2018 by [redacted]. The complaint was received 04/25/18 by the Presidential Service Team. I appreciate the opportunity to respond.The Home policy [redacted] has been cancelled for the renewal of 05/10/2018. The refund will be...

processed via check and mailed to policyholder at the mailing address on file.The Auto policy remains in effect at this time. If the auto policy should be cancelled the policyholder can contact customer service at [redacted].

Dear Ms. [redacted],   This is in response to your correspondence received through the Revdex.com on September 26, 2016 regarding your automobile policy. I apologize if you previously did not receive an adequate explanation regarding the balance owed. I am happy to answer your questions...

and hope to provide you with the clarity you are looking for.   This policy renewed August 15, 2016, and was later cancelled at your request September 25, 2016. At the time of the cancellation, our representative explained there would be a short-rate fee as a result of the mid-term cancellation. Following your policy cancellation, a $616.52 bill was sent to you on September 15, 2016. This bill was due October 5, 2016 and reflects only what you owe for coverage afforded between the renewal and cancellation dates. This balance remains due.   When your policy was first established, you may recall receiving a new business packet, which outlined some information on policy cancellations, including money owed after cancellation. This information was also included with your August 15, 2016 renewal packet. It states that if a customer cancels a policy mid-term, there is a “short-rate provision,” or penalty, applied to the balance owed.   I regret you never received the itemized statements we issued to you on September 17th and September 19th. For your reference, I enclosed your billing history with this correspondence which details each transaction since the August 15, 2016 renewal.   Ms. [redacted], thank you again for your questions and comments. We are truly sorry to have lost you as a customer. I hope I have answered all of your questions today, but if there is anything else I can help you with, please feel free to contact me directly—I will be more than happy to assist you.   Sincerely,   [redacted] [redacted] Associate Customer Care Specialist Customer Care Unit Tele: 1-[redacted] Fax: 1-[redacted]   Enclosure

Dear Mr. [redacted], This is in response to your June 7, 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.First, I would like to provide a little background....

Your renewal packet issued to you on March 8, 2016, over one month prior to the renewal date.  We were not advised you did not intend to renew.  Your condominium policy therefore renewed, as scheduled, on April 9, 2016 with an annual premium of $425. You previously selected monthly billing and this billing method continued for the renewal term.  We billed you for consecutive months and a $6 billing fee was applicable to each bill issued.  No payment was received.  Therefore, a cancellation notice issued to you on May 4, 2016 advising a minimum payment of $92.54 was required prior to May 24, 2016 to avoid cancellation.   When no payment was remitted, this policy cancelled retroactive to the April 9, 2016 renewal date since the renewal term was considered not accepted.  After the cancellation, the balance due was adjusted to $12 which reflecting only billing fees.  There was no cancellation fee as you referenced.Upon receiving your correspondence, we waived the $12 in bill fees applied to the policy and your balance due adjusted to zero.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]

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. 
Also, I would like to inform you of the very poor customer service we received in dealing with this issue. My husband called numerous times and always got the run around. At one time he spoke with a supervisor in [redacted] who informed him that our auto policy had been canceled and then reissued each time a change was made. He was also told at one point that the system was down ( in [redacted]) and never received a call back. Another agent told him that from the very beginning we were quoted wrong as the call center sent us to an agent in [redacted] instead of [redacted].Yesterday I received a call from the agent I initially set the policy up with. He told me the new policy was 758.00 because the underwriters found that we should have not received the initial multi- policy discount and that would be the $50.00 difference. I told him I needed to speak with someone that could break down the new policy and fees. He then transferred me to another person who told me our policy would be 740.00 for the year and the multi-policy discount if we would have added homeowners insurance was only 20.00.I do not understand all the run around and why every agent we talked to only had excuses instead of a real reason the fee changed. The last two people I talked with still had a different rate for me within the two minutes it took to transfer my call!I have never gone through anything like this with any insurance company in over 20 years of purchasing car insurance.
Regards,
[redacted]

Dear Mr. [redacted], This is in response to your additional correspondence to the Revdex.com regarding the above referenced automobile policy. I appreciate the opportunity to further respond. As we discussed, we randomly record incoming calls to our sales and customer service departments. If a transaction is recorded, the recording is retained for a limited time for quality assurance. A recording from November 12, 2016 would no longer be available. In addition, our records do not reflect you were advised that coverage would extend beyond was is stated in the policy provisions. Therefore, since coverage was provided as stated and claims were paid on your behalf, we are unable to refund past premium. Our records reflect a $68.03 payment was received August 20, 2017 and the balance due adjusted to zero. Mr. [redacted], we regret our response is not more favorable and wish you the best in your future endeavors. If you have additional questions or concerns, please feel free to contact me directly and I will be happy to assist you. Sincerely,[redacted]Senior Customer Care SpecialistCustomer Care Unit[redacted]

September 6, 2017   Revdex.com of Eastern MA, ME, RI & VT 290 Donald Lynch Boulevard, Suite 102 Marlborough, MA 01752   Re:       Our...

Insured:                            [redacted] Date of Loss:                            May 5th, 2017 Claim Number:                        [redacted] Policy Number:                        [redacted]             Underwriting Company:           Liberty Mutual Fire Insurance Company   Dear Revdex.com,   Please accept this letter in response to your complaint from Mr. [redacted], which was received by our Presidential Service Team. According to the explanation included in the complaint, Mr. [redacted] expressed concerns regarding the handling of his claim.   First and foremost, I would like to apologize on behalf of Liberty Mutual for any frustration that Mr. [redacted] may have experienced during our handling of his claim and appreciate the opportunity to address his concerns.   The results of our review As a result of your email and the investigation completed by our Presidential Service Team, I have confirmed that on September 6th, 2017 Claims Adjuster [redacted] contacted Mr. [redacted] to discuss his claim.   Mr. [redacted] was involved in an accident with a 1995 [redacted]. The above mentioned claim is in regards to a 1997 [redacted]. Mr. [redacted] is inquiring about his accident with the 1995 [redacted]. During the phone conversation between Adjuster [redacted] and Mr. [redacted], Adjuster [redacted] inquired about a claim through a third party carrier? Mr. [redacted] does not recall the third party carrier and does not recall filing a claim with them.   We do not have a claim on file for Mr. [redacted] regarding the 1995 [redacted]. Therefore, we cannot move forward in assisting Mr. [redacted] until a claim for his 1995 [redacted] is reported to Liberty Mutual Insurance. The above mentioned claim has been settled and is closed. If you have any questions or concerns, please do not hesitate to contact me directly.   Thank you again for contacting Liberty Mutual and providing the valuable feedback for us to continue our commitment.   Very Respectfully,   [redacted] Presidential Service Team Phone Number: ###-###-#### Fax: ###-###-#### Email Address: [redacted]

Dear Mr. [redacted], This is in response to your January 20, 2016 correspondence to the Revdex.com.   Please accept my apology your service experience has been unfavorable.  I regret any miscommunication that occurred regarding the cancellation of your policy, but am happy...

to answer your questions in the hopes of providing you with the clarity you are looking for.First, I would like to provide a little background regarding your concern with the balance due after cancellation.  Your tenant policy initiated on August 16, 2015 with an annual premium of $244.  You elected Electronic Funds Transfer (EFT) as your preferred billing method, with your first payment scheduled September 16, 2015. Our records reflect that we received an email from you on August 26, 2015 stating that you wanted to cancel this policy.  However, we responded to your email and asked that you contact Liberty Mutual via telephone to request cancellation.  On August 27, 2015, we received another email from you which indicated that you preferred not to speak to anyone and just wanted to have the policy cancelled.  Since this email did not stipulate an effective date of cancellation, we emailed you requesting the effective date of cancellation, along with your updated mailing address if applicable.  I regret at this time your policy was not removed from EFT billing.Since we did not receive a reply to the emails, the policy remained active.  After consecutive payments were returned by your financial institution unpaid, a cancellation notice issued to you on October 22, 2015 advising payment of $40.66 was required prior to November 26, 2015 to prevent cancellation.  Since no payment was received, the policy cancelled effective November 26, 2015 for non-payment of premium.  After cancellation, a $63.67 bill issued to you December 2, 2015 due December 22, 2015.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.Upon receipt of your correspondence, a member of my team reached out to you on January 21, 2016 and confirmed that the policy should have been cancelled effective August 25, 2015.   As you requested, the cancellation date was amended and your mailing address was updated.  After the amended cancellation date, a $7.67 final bill issued to you January 21, 2016 due February 10, 2016.  [redacted] was notified of this adjustment and there was no adverse credit reporting as a result of the prior collection activity.  This policy included Identity Fraud Expense coverage.  The premium for this coverage was a flat charge of $23 which is not refundable if the policy is cancelled midterm.  The amount owed would include $5 for coverage provided from August 16, 2015 through August 25, 2015 plus the $23 for Identity Fraud.   We received a payment of $20.33 on August 15, 2015; therefore, the remaining balance due after cancellation is $7.67. Mr. [redacted], we are truly sorry to have lost you as a customer, but we thank you for contacting us with your billing concerns. I hope that I have answered all of your questions 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] [redacted]Associate Customer Care SpecialistCustomer Care UnitPersonal Insurance Distribution OperationsPhone: [redacted]  Fax: [redacted]

Dear Mrs. [redacted],This is in response to your additional correspondence to the Revdex.com. I appreciate the opportunity to further respond. We are unable to adjust the balance due. You were notified of the premium for your 2016 renewal over one month prior to the renewal date. The renewal policy documents issued to you also included the short-rate provision. Policy records reflect we reached out to you on October 3, 2016 and confirmed there was no opportunity for savings.While we appreciate your concern, we are unable to adjust the balance owed. The premium charged was appropriate based on the coverage provided. The $247.28 amount is the balance due for coverage provided as supported by the policy documents and billing history included with my prior response. Mrs. [redacted], I regret my response could not be more favorable. We wish you the best in your future endeavors.Sincerely,[redacted] [redacted]Associate Customer Care SpecialistCustomer 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]. . 
 
As I stated in my complaint I want the charges removed from my account. I will not be paying your fee as you did not respond accordingly nor in a timely manner and that is what caused the delay in canceling my policy  I was waiting on your representative to get back to me because they wanted me to wait and see if they could give a better rate. Also most important dissappointments  was the customer service we received!!!Regards,
[redacted]

Dear Mr. [redacted],
This is in response to your February 24, 2017 correspondence to the Revdex.com. I am truly sorry you had an unfavorable experience. While we are unable to issue a refund for past premium paid or provide the letter you requested, I hope to provide the clarity you...

are looking for.
First, I would like to provide a little background. The policy insuring your home on [redacted] initiated effective September 15, 2013.
Our records indicate a mailing address was added effective the September 15, 2015 renewal; however, we were not advised you required a long-term rental (landlord) policy or that your insurance needs were changed by the addition of the mailing address. We do not automatically rewrite a customer’s policy without their specific direction as it requires cancellation of the existing policy and implementation of a new policy.
Although we implemented a second policy for your [redacted] property effective August 18, 2016, we have no record that you required the initial home policy to be rewritten until recently.
Regarding your request for reimbursement, we would not retroactively rewrite or reimburse you as coverage was afforded under this policy. We paid out a $2,645.24 loss under this policy and you continued to file claims for losses, most recently for the loss that occurred on August 23, 2016.
Insurance companies used a shared database to access and use prior loss information in the underwriting process. As a participant in this shared database, we report all claims related information, even the losses with zero payment issued. We are unable to determine how another carrier may use this information to determine premium. In addition, there is no universal rate charged by all insurers. Obtaining a lower quote from another insurer is not an indication you have been overcharged.
In summary, please understand that we expect you to notify us when changes are required. If you would like a quote to rewrite the [redacted] policy to a landlord policy going forward, please contact me and I will coordinate this for you.
Mr. [redacted], you are a valued customer. Again, I am sorry you had an unfavorable experience and regret that I am unable to provide the outcome you desired. I hope you decide to remain with us. 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]

Revdex.com of Eastern MA, ME, RI, & VT 290 Donald Lynch Boulevard, Suite 102 Marlborough, MA 01752-4705   Re:      Insured:  [redacted] Company, NAIC #: LM Insurance Corporation NAIC 0111-33600 Revdex.com Complaint Number: [redacted]   To Whom It May Concern:   Thank you for your letter of December 21, 2016, regarding Mr. [redacted]’s automobile policy.  We appreciate you taking the time to bring his concerns to our attention.   There is never an acceptable reason for a poor customer service experience, and we are sorry to hear of Mr. [redacted]’s experience.  Mr. [redacted]’s willingness to share this is helpful in identifying areas where we are not consistently meeting our service standards.  We have raised the issue with the representative’s manager as a coaching opportunity for the representative.   Thank you for the opportunity to address this concern, [redacted] Compliance Analyst II

Please accept my apology your service experience was unfavorable. I asked the appropriate management to review what we could have done differently to ensure a positive experience for a valued customer.I have reviewed your policy file in detail. You were a valued policy holder for many years with an...

exceptional driving record. Considering all of the details, I have corrected your policy cancellation so there will be no short-rate fee. A refund of $33 has been processed.I am sorry your experience was unfavorable. If you have any other questions or feedback to share, please also do not hesitate to reach out to me directly. It will be my pleasure to assist you.Thank you for being a Liberty Mutual customer!

Our records indicate that [redacted], Manager, contacted you by telephone on November 7, 2017 to discuss your inquiry to the Revdex.com and to explain to you the sttaus of your leave claim.

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. 
[Someone from this office contacted me earlier via email and responded as follows:your words attempt to sound noble, but as it is your agent lied to us when he said that it would be off my record in three years; if we had known the lie was on my record in the first place, it would have been dealt with before we left our previous insurer; for your agent to say one thing to get customers and then reveal something else afterwards is a lie and is fraudulent, and what you say here does not change that; we are in the process of dealing with this latest lie with the proper authorities and we will be dropping you as soon as possible; you need to change your commercials to reflect what you truly are and how you really treat your customers because I can't stand to watch them anymore; how would you feel if you didn't know that something was on your driving record for almost three years, you found out after switching to another insurance carrier who lied to you and told you it was there and that it would be removed after three years, then that same person told you after everything was said and done that it would be two more years before a false claim would be removed from your driving record when the company he represents is constantly flashing what amounts to false advertising on tv? I don't like your company, and I will not be recommending you to anyone else; I don't hate anyone that much. My beliefs have not changed. This company and its representatives lied in their advertising and when my family and I were seeking a new insurance carrier. If we had been told the truth, we NEVER would have selected this company as an insurance carrier. I feel that the agent knew this, which is why he did not mention it at all period! Your company is guilty of deceptive advertising and fraud. You should be disciplined by the insurance industry and the public needs to be informed about your deception and fraud before anyone else is lied to. If you are so honorable as you pretend to be before the Revdex.com, you will be transparent to the public, who relies on truth in coverage and full disclosure, that is , if you are capable of such. If you are rejecting the business's response please enter your rejection comments here.]

This is in response Complaint # [redacted] was filed on 3/29/2018 by [redacted]. The rebuttal was received. I am truly sorry you continue to have unresolved concerns and appreciate the opportunity to further respond.Please accept my apology for the difficulty you encountered with receiving a return telephone call from your agent.  I regret your concerns were further compounded by the discourteous treatment you received when you called.  During the previous policy periods several coverage changes occured, at the policholders request. These changes cause the policy premium to change each time.Changes appear to occur around the time of the renewal each year on August 22. This can cause the new policy to appear significantly higher the upcoming policy period because of the coverage differences. A change of coverage occured Effective November 01, 2016 which created a refund of $203.57. The refund was processed electronically back to the account on file.On July 27, 2017 a change was implemented which created a balance due of $319.20. The bill was sent manually direct to the policy holder. The payment for this balance was not received prior to the renewal so it was transferred to the new policy. Bills were sent to the customer on August 2, 2017; September 4, 2017; and October 02, 2017. A non-payment cancellation notice was sent October 25, 2017. No payment was received. The policy cancelled on November 15, 2017.A reinstatement was completed on November 20, 2017. Adjustments for coverage were completed which changed the premium on the policy.A bill was sent on January 02, 2018; and another on February 02, 2018. A non-payment notice was sent on February 26. 2018. Policy was cancelled as of March 9, 2018 by the agent. No payments were received for the term 08/22/17 to cancel date 03/09/18. So the previous policy amount $319.20 and the coverage for the renewal is $235.47 equals the total outstanding due on the policy is $554.67.It is disappointing to hear we let you down. As such we now consider this matter closed. If you have additional unrelated questions or would like to review the options available on your policy, please contact me directly and I will be happy to further assist.

To Whom It May Concern: We have reviewed Ms. [redacted]'s rebuttal.  We have spoken to Ms. [redacted] and have made attempts to speak with her on the following occasions in an attempt to investigate and determine our liability in this matter on 10/6/2015, 11/5/2015, 12/4/16, 1/21/16 and 3/28/2016.  We have denied this claim and denied any liability associated with this claim.  We have made Ms. [redacted] aware of our position both verbally and via mail revealing our denial of her claim.   This is a 3rd party claim for negligence involving a fall at a mall.  If there is any other independent evidence that we have that we are missing we would be more than happy to take a look at this.  The evidence speaks for itself.  Sincerely,  [redacted] and [redacted]