GENTERA

As you are aware, insurance cannot reduce the likelihood of an event that might require a claim.  However, insurance does transfer some or all of the financial impact of the event by pooling the resources of a large group to pay for the losses of a smaller group.  Your driving record and...

claims-free history demonstrates to our company that you are a good risk, with a lower propensity for a claim.  Therefore, your premium is set accordingly in comparison to other customers who pose a greater risk.  Liberty Mutual continuously reviews our policy rating methods so that policyholders with good driving records are rewarded with lower premiums than drivers with tickets and accidents.   Insurance rates are also based upon the company's underlying costs and statistical data.  Your policy term is for one year and your premium may subsequently be adjusted at renewal. Changes to your billing, i.e. returned payments, changes in billing dates or methods would affect your monthly payments during the one year term.  Your driving record is only one factor in your premium determination.  Premium is determined using a sophisticated rating structure with multiple factors considered.  I am unable to isolate each factor to a specific dollar amount.   You may contact our Customer Resource Center directly to review any additional discounts, or policies that would effect this premium.

I have received the refund today and am satisfied.
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].   
Their advertising is misleading! All insurance that I have reviewed has the same products as LM. They infer in their commercials that certain features are included which is false. I was not told upfront that my rates would increase after the first year. They had our driving history, why wait a year to increase the rates. They knew that they would not get the business if they 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. 
The violation [redacted] received was from the accident.  His accident was plead down to the violation that was reported. He was not driving an unsafe vehicle that is just what the court plead the accident down to so he would not get as many points on his license.  If you research this violation you will see that there is a police report for an ACCIDENT!  We will cancel our insurance with Liberty Mutual if we are charged more because of this accident and as you well know it is ten times harder to gain a new customer than it is to keep an existing one.  Liberty Mutual advertises accident forgiveness which we had on our policy before this accident, therefore this accident should be forgiven. This seems to be a case of false advertising.
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] The letter from Liberty Mutual did not offer anything new to help solve the case. They just repeated their argument as to why they are entitled to rip off customers and penalize people for leaving them solely by including unfair terms when customers initially sign up with them. There is no way they can reasonably justify why the bill was lower when they didnt know I had moved on to a new insurance company vs when they knew. Also, they have not been able to give a reasonable answer to why they initiated my insurance renewal despite my explicit request against it, only to cancel it when they felt like doing it. This is simply unacceptable.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
[I find Liberty Mutual's explanation incredibility stupid.  I understand the delicate balance between assets and liabilities and the company needing to make a profit, yes it's called capitalism.  To state that I will be receiving certain discounts for years to come is laughable when they have raised my rates approximately 20% each year for two years in a row.  Liberty Mutual stated that they had sustained considerable losses in Minnesota and that they needed to recoup their losses.  This again is understandable, what I have a problem with is their decision to soak the policyholders that did not file a claim.  Hey, here's a thought, why not just raise those policyholders policy's that cost Liberty Mutual the most.  Why is it that I am paying for other policyholders misfortunes and for Liberty Mutual's mismanagement and over extension of their ability to make a profit.  I will be sure to tell everyone I meet about my experience I had with Liberty Mutual and all the discounts I received.  I will also tell everyone I meet about the insurance company I found that provided better coverage for half the price.   I can only hope that every other Liberty Mutual policyholder  that is in my position feels the same as I do.]
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. 
[The business continues to offer a nonsensical reply to why it will not answer questions about their insurance policies and contract. The representative wrote "We do not recommend that our sales representatives respond to the types of questions you asked.  Coverage for any particular claim is dependent on the facts of the particular loss and the insurance policy in effect at the time of that loss, including terms, exclusions, limitations and conditions listed on your Declarations page."  This is nonsensical. All insurance policies outline what is "covered" or not. Most insurance policies have listed exclusions in the details o the policy and/or contract. Without information about the policy exclusions I cannot make an informed decision to buy the policy or not. Perhaps I need to ask the question in a different way that more clearly asks what the policy is: I am seeking insurance that provides payment repair or payment for replacement following an incident damage of theft - particularly in the following circumstances: theft (in my apartment, in my or any auto and anywhere else in the USA) accidental damage by people passing by or animals by when I film outsideintentional damage by someone robbing me or otherwise attacking me or my property destruction of equipment if inside my auto if an accident occurs loss of equipment while located inside my vehicle if the vehicle is towed and items are stolen while in tow company's possession or un-recoverable. earthquake since I'm in CADoes your policy have an exclusions which would likely or certainly result in claim denial in any of those instances? ]
Regards,
[redacted]

Response

RE:     Personal Automobile Policy           Homeowner Policy           Liberty Mutual Fire Insurance Company/ [redacted]                                     Dear Ms. [redacted],   This is in response to the December 23, 2015 correspondence to the Revdex.com requesting additional information. I have been asked to respond and I appreciate the opportunity.     I see that you continue to have some questions about your policies’ prices, which I am happy to address for you.   While our customers who qualify for Accident Forgiveness are forgiven their first accident, there are multiple other factors considered when determining your policy price.    Regarding your homeowner policy’s decreasing discounts, the maximum benefit you receive for discounts such as a New Roof discount is realized the first year.  By nature of the discount, as your roof ages the discount decreases.  As a home ages, its key systems (electrical, plumbing, HVAC, roof, etc) get a year older.  On average, we expect more losses from older systems than we expect from newer systems.  For example, we would expect an older roof to leak before a new roof.  Discounts such as the New Roof and New Home discounts will therefore decrease as the home itself ages.  While these discounts will decrease each year until no longer applicable, the decreases are gradual and not usually a primary contributor to your renewal premium change.  However, as with the automobile policy there are many other factors considered that determine your price.     Ms. [redacted], I thank you again for reaching out with your additional questions and comments about your policies.  As a valued customer, I hope that I have answered all of your questions today. If not, please feel free to contact me directly at ([redacted] or by email at [redacted] and I will be more than happy to assist you.   Sincerely,   [redacted] [redacted] Associate Customer Care Specialist Customer Care Unit Personal Insurance Distributions Operations [redacted]

I am responding to your letter dated November 2, 2016 in regards to a complaint filed by [redacted].  Mr. [redacted]’s wife was involved in an automobile accident with our insured, [redacted], on September 15, 2016.  Mr. [redacted]’s complaint is regarding the timeliness of the...

handling of his claim. The claim was set up on September 15, 2016 and an investigation of the claim commenced.  We were able to obtain a statement from the driver of Mr. [redacted]’s vehicle, [redacted], on September 21, 2016.  However, as in any claims investigation, a statement is also needed from the driver of our insured vehicle and it took several contact attempts to reach this driver and obtain his statement.  Because our customers are commercial accounts and not personal lines insurance, reaching our insured’s employees/drivers can be a bit more challenging due to the fact they are often unavailable during business hours.   The statement from our insured driver was obtained on October 5, 2016.  After reviewing all facts from both statements and reviewing the police report, liability was determined to be adverse to our insured, [redacted].    Mr. [redacted] was contacted on October 5, 2016 and advised that the claim was now accepted and we would be able to handle the damages to his vehicle under this claim.  An independent appraiser was assigned to complete an estimate of the vehicle and admittedly there were some miscommunications between the appraiser, the body shop doing the repairs and the Liberty Mutual claims adjuster regarding the final estimate and if the vehicle was going to be deemed a total loss.   Those issues were resolved and Mr. [redacted]’s vehicle was declared a total loss.  A total loss adjuster was assigned to the file on November 3, 2016 and has reached a settlement agreement with Mr. [redacted] for the value of the vehicle and once the title is received, the final check will be issued to him.   Rental issues have also been resolved and coverage for the rental was approved.   Liberty Mutual understands the importance of responsiveness and clear communication and it remains our goal to provide both of these to our customers and we continually review those opportunities that present themselves for improvement.   Please contact me if you have additional questions.  Thank you. Sincerely, [redacted], Claims Team Manager Liberty Mutual Insurance, Commercial Insurance Claims [redacted], West Region [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 do not accept the response made by Liberty Mutual.  My policy was cancelled without evidence of alternative coverage.  The company refused to the correct error.  The non-intended recipient of the refund was allowed to get away with stealing the money without any recourse for repayment.   This complaint MUST remain, as a precaution to consumers not to do business with Liberty Mutual.  The company lacked policy & procedures, and training in handling special circumstances.  They have not been issued any requirements for corrective action, and remained unaccountable for their incompetence.  The records of my auto coverage remained in error, showing that I have been uninsured for more than 1 year when all along it had been paid for and the money was given away.  Not only have I lost money from the paid premium, I will also incur legal expenses to sue the recipient of my refund because Liberty Mutual refuses to recover the funds given away.  The frustration of the company's incompetence has caused me tremendous pain and suffering, and therefore, the complaint MUST remained with the Revdex.com as unresolved.  I would not want to wish this on someone else.  Consumers:  Please do not do business with Liberty Mutual.    
Regards,
[redacted]

Linda at business said they will send a check to customer on Monday, 1/23/17. Business will cancel the contract and no return visits will be scheduled in future.

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. 
 Your sales person is the biggest liar I've ever encountered, he sold me on ridesharing and that was the only reason I bought that rubbish policy.  You should do better background checks on your employees as this affects your reputation as a business adversely.
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. 
Regards,
[redacted]

RE: Personal Automobile Policy:  [redacted] [redacted] Insurance Company/ NAIC: [redacted] Dear Mrs. [redacted],This is in response to your May 22, 2016 correspondence to the Revdex.com regarding your auto policy. I appreciate the opportunity to respond to your concerns.Please...

accept my apology for the difficulty you encountered receiving an explanation regarding your automobile policy. We expect our representatives to provide complete and accurate information and be responsive to our customer’s needs. I regret this is not consistent with what occurred. Feedback has been provided to the appropriate management to address accordingly.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.  Other factors such as fraud, attorney fees and litigation costs may also contribute to the cost of your policy.  With that being said, your automobile policy does not specify a principal operator for each vehicle. Instead the factor for each operator, their associated discounts, and or surcharges, are applied to all of the vehicles. So while you and Mr. [redacted] Accident Prevention Course discount is accurately applied to each of the three vehicles, the charges for your daughter, including the incident charge and youthful operator status, are also applied to the policy as well.The current annual premium of $2,373 appropriately reflects your risk profile and driving history. There is no error in the calculation of the Accident Prevention Course discount on your policy.  Therefore, no refund or credit will be issued.  With regard to your desired settlement, I would appreciate the opportunity to review your policies with you and address any unanswered questions. I can be reached from 8 A.M. to 4 P.M. Eastern time at the phone number or email address below.  However, please be advised, I am unable to release our rating calculations contained in our manuals as this information is proprietary. Mrs. [redacted], you are a valued customer and we appreciate that you have allowed us to provide for your insurance needs since 2009. If you have any further questions or concerns, please feel free to contact me directly. I will be happy to assist you.Sincerely,
[redacted]Customer Care SpecialistCustomer Care UnitPhone: [redacted]Clint[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 would like to make final payment but have not been able to contact [redacted] for make the final payment.  Once I do this I will accept this response.
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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
 Dear Ms.[redacted],     There was no miscommunication. You are blatantly ignoring the facts. It is not a case of just poor customer service, but negligence. We did not receive the renewal package, that is a fact. Your records indicate you received the Consent to Rate (CTR) form on May 19, 2017, yet you cancelled our policy without our knowledge. You did not "locate" the CTR form on July 13, 2017, we had to sign another one and send it back to you, of which I have the emails to prove that. You say if we had a casualty on let's say July 6, we would have been covered even though our policy was cancelled, which is not true according to another insurance company we spoke with. Yes, in the end, after we proved you mistakenly cancelled our policy, we would have been covered, but a claim right away would not have been honored.   Inconvenience and frustration does not begin to describe what we had to go through with your company. Many, many hours on the phone and sending emails back and forth, only to have you lose the paperwork "again", something which you are failing to address in both your responses, was more than frustrating, it was actually scary that our home was put in jeopardy because of your company's negligence. Please address the problem we had with the cancellation letter I sent, that was also lost. An email from your company stated it was received, but when we went to check on our refund, was told that it too, had been lost and needed to be resent. The various answers to our questions from your customer service personnel, only added to that fright, one telling us we were insured, the next saying we weren't.   We are now well past the point of the few dollars that you did not refund us for the time that we were not actually covered. Your attitude and misrepresentation of the facts are far more disturbing that the fact that we will lose a few dollars, and the fact that you cannot admit your company was negligent in this case is unsatisfactory.    I will continue to respond to your form type letters until you admit you did us wrong, and were negligent with our policy. V/R, [redacted] 
Regards,
[redacted]

RE: [redacted] Gift Card Promotion
Dear **. [redacted],
This is in response to your June 22, 2015 correspondence to the Revdex.com regarding our [redacted] gift card promotion. I appreciate the opportunity to respond to your concerns.
Thank you for taking the time to detail your experience. We...

regret that your initial experience has been less than favorable. Your feedback will be used in our continued efforts to improve our customer experience.
An email was issued to you June 23, 2015 containing the $10 [redacted] gift code. I trust your concerns have now been resolved.
**. [redacted], we appreciate you thinking of Liberty Mutual Insurance for your insurance needs. If you have further questions or concerns, please contact me directly and I will be happy to assist you.
Sincerely,
[redacted]
Customer Care Specialist
Customer Care Unit
Personal Insurance Distribution Operations

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]