GENTERA

RE:  [redacted]
       [redacted]
       [redacted]  
       [redacted]...

[redacted] Dear Ms. [redacted], This is in response to your November 7, 2016 correspondence to the Revdex.com. I am truly sorry for your unfavorable experience and appreciate the opportunity to respond.First, I will provide a little background. At the policy inception, the application and new business packet issued to you confirmed the October 29, 2015 effective date. Changing the effective date would require cancellation of the existing policy and implementing a new policy with an alternate policy term. A new policy number is assigned and new contract issues. In addition, the premium may be higher if a new policy is implemented with a later effective date as the rating factors change. For example, the Early Shopper discount is partially based on how soon you implement a policy in advance of your existing policy expiration date. With respect to the balance in collections, after this policy was cancelled effective September 15, 2016 a final $44.83 bill issued to you September 14, 2016 due October 24, 2016. 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. As a courtesy, I removed the $5 bill fee. However, the $39.83 remains due.In summary, although our position remains that the premium is owed, at the same time we expect all our representatives to be responsive, to provide thorough explanations to our customers and to follow through with their commitments. We regret this is not consistent with the interactions you described. Our records do not reflect you notified us of any concerns about the effective date of the homeowner policy until after the policy was cancelled. However, your correspondence indicates otherwise. If you have any additional information to provide that you would like me to review, please forward it to me directly by email [redacted] or by fax to [redacted] Once received, I will respond further. Ms. [redacted], thank you for contacting us. I am truly sorry we have lost you as a customer. If you have any other questions or feedback to share, please also 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 Ms. [redacted],This is in response to your December 12, 2016 correspondence to the Revdex.com. I am truly sorry we have lost you as a customer. While we have not changed our position regarding an additional refund, I appreciate the opportunity to respond and hope to provide you with...

the clarity you are looking for.Regarding your billing, I will provide a little background. Your auto policy was created on January 4, 2010 and renewed each following year, most recently on January 4, 2016 with an annual premium of $5,931. It was scheduled to renew January 4, 2017; however, the renewal term was cancelled when we received your request to cancel the policy effective December 1, 2016.When you initiated the policy, you selected our Electronic Funds Transfer (EFT) option as your preferred payment method, which you kept in place throughout the remainder of the policy. Therefore, there were twelve EFT payments (one per month) scheduled to pay your 2016 policy term in full with the first payment scheduled January 21, 2016 and the final payment scheduled December 21, 2016. However, on June 21, 2016, the withdrawal date was changed from the 21st to the 30th at your request. Therefore, a withdrawal was issued to your financial institution on November 30, 2016. However, we did not receive your cancellation request until December 2, 2016.Once we received your cancellation request effective December 1, 2016, we credited you for the unused portion of the policy. To simplify, we received eleven payments for just shy of eleven months of coverage, January 4, 2016 – December 1, 2016 - which explains the $59.50 refund issued to you on December 2, 2016. While we appreciate your concern, we are unable to refund anything additional as the $59.50 reflects the final refund due for coverage afforded. For your review, I provided a billing history.Ms. [redacted], thank you for contacting us with your billing questions. Again, I am truly sorry that we have lost you as a customer, but I hope that I have addressed all of your concerns 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 UnitT: [redacted]  F: [redacted]Enclosure

Dear Mr. [redacted],   This is in response to your additional correspondence to the Revdex.com. I appreciated the opportunity to speak with you March 9, 2016.  As we discussed, my team also responds to customers on behalf of our corporate office and company executives.  I am happy to answer your questions in the hope of providing you with the clarity you are looking for.In addition, you mentioned that you have not received the application though eservice or by email.  I forwarded the application to your email address. Once you have signed the application, you can return via facsimile to [redacted] or by email attachment to [redacted]  You also indicated that you needed “Confirmation that the policy is considered to be a Landlord/Rental (Non Owner Occupied) policy and follows H06 requirements for coverage.”This is a condominium (H6) policy with the Unit-Owners Rental to Others endorsement ([redacted]).  I attached a copy of the endorsement for your review. Mr. [redacted], please feel free to contact me with any additional questions or concerns and I will behappy to assist you.Sincerely,[redacted] [redacted]Associate Customer Care Specialist**Customer Care UnitPersonal Insurance Distribution OperationsPhone: [redacted] Fax: [redacted]Enclosure

Thank you for bringing Mrs. [redacted]’s roadside experience to our attention.  It’s important to us that we have the opportunity to address and resolve this issue. The insured’s concern was the length of time it took to get service out to them. After a review of this dispatch, we were...

able to confirm that it did take an extended amount of time to get service out to our insured. We did reach out to our provider and they indicated the tardiness was due to prior job delays. This service falls outside our typical response time and service guidelines.   We have spoken with Mrs. [redacted]. Our most sincere apologies were offered for her experience. We have reimbursed Mrs. [redacted] the out of pocket expense that was over her $50 coverage which was $90 in goodwill on 12/28/17.  Mrs. [redacted] accepted this and appreciated our follow up.  We have engaged our service provider’s Performance Manager for that local area to follow up with the provider to ensure something like this does not occur again in the future.      Thank you, [redacted]  t

Dear Mr. [redacted], This is in response to the April 13, 2016 correspondence to the Revdex.com regarding your automobile policy.  I appreciate the opportunity to respond to your concerns.  Thank you for taking the time to speak with me on April 21, 2016.We are truly sorry for...

your unfavorable experience.  It is our expectation that all our representatives are responsive to our customers and your service experience will be addressed with the appropriate management.While we acknowledge your concern with your address, our records reflect we also emailed the bills to your email address on file.  I regret this did not prevent the issue you encountered.As we discussed, we appreciate your loyalty as well as your prior good payment history. We have elected to make a one-time exception and reinstate your policy effective the January 3, 2016 renewal date.  A payment of $760.76 was processed in order to bring the policy current.  The address was updated to reflect your current residence which resulted in a pro-rated premium charge of $62.  Your next bill is scheduled to issue June 3, 2016 for $836.24 due June 23, 2016.Please contact the Maryland Motor Vehicle Association to confirm they no longer reflect a lapse in coverage and I anticipate this will resolve any fees previously assessed.Ms. [redacted], thank you again for reaching out with your questions and comments about your policy.  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 SpecialistCustomer Care UnitPersonal Insurance Distributions OperationsTele: [redacted]Fax: [redacted]

This is in response to the Revdex.com complaint [redacted] received February 3, 2018 for [redacted].  I was asked to reply and I appreciated the opportunity.   First of all, on behalf of...

Liberty Mutual, please accept my condolences for the passing of [redacted]. She had been a valued customer for many years and we are truly sorry for his loss. We are disappointed to hear of the unfavorable service experience as it is our goal to make all transactions as smooth and easy as possible. Our representatives are expected to be responsive and to reply promptly to correspondence received. Feedback has been provided so we may review what we could have done differently to ensure you had a positive experience.   January 22, 2018 Mr. [redacted] contacted our customer service department. He stated the vehicles are now registered to him. In order to discuss or make any changes to the policies with Mr. [redacted] the following documents must be received:   A TrustProof of Estate (such as a Will naming an executor of an individual’s estate)Change of Ownership (Vehicle Registration and/or Deed of Property)    Thank you for reaching out. If not, or if you have any further questions, please feel free to contact me directly. I will be more than happy to assist you.

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March 27, 2017     Revdex.com of Eastern MA, ME, RI, & VT 290 Donald Lynch Boulevard, Suite 102 Marlborough, MA 01752-4705     RE:       Complaint #[redacted]               LM General...

Insurance Company     To Whom It May Concern:   This letter is in response to complaint #[redacted] sent to us March 25, 2017.      A policy qualifies for Accident Forgiveness if each of the policy’s experienced drivers has not had an accident in the five years prior to the inception of the policy. Prior to the March 9, 2016 inception of the insured’s policy, there was an incident which took place on November 17, 2014.   As the insured did not have five clean years prior to the policy’s inception, the insured’s subsequent September 1, 2015, and October 28, 2015 losses did affect their policy premium at the time of their 2017 policy renewal.   Thank you for the opportunity to address this matter.     Product Compliance LM General Insurance Company

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
This is the same response when I call them for the problem it's always a game . Nothing new.  They took their payment on Mar 23 and I cancelled on April 1st,  so how do I owe money?  If they said they do not owe me money for the whole year, but they have to for the month that they took. So from 3/23/16 to 4/1/16, they took $152.75 so how do I owe them $56?  Usually they take the money ahead of each month, so I pay to be insured.  So they owe for the 20 days plus the price for me switching to their company.  They cannot take the whole month for just 10 days.
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. 
[My home address is [redacted] and Ive always had a mailing address [redacted] [redacted] (which is located as you enter my community) . Ive proved that to my insurance company on multiple occasions. My daughter borrowed the car to go see her friends in [redacted] the day of the accident hence didn't drive it frequently! The damages after the accident [redacted] didn't cover at all I paid out of pocket yet they raised my premium and added my daughter to the policy then renewed my policy for the next full year! Which makes no sense since they didn't give us any financial compensation for the [redacted] and it had full coverage! I might not understand how insurance  works in detail  but I know when a car has full coverage insurance all physical damage to the property should be covered by insurance! Yet they took no responsibility to do so and then on top of that they change my address without any knowledge to me and charge me a ton of money for something I was unaware of its not fair. I would like [redacted] to backdate my policy and adjust my policy to what it should be with my address! [redacted] should have took responsibility to fix my [redacted]! Yet they don't give anything just take from people and its not fair!
Regards,
[redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy my issues and/or concerns in reference to complaint #[redacted]. I paid a full year with a single payment for the last year billing period.I never selected monthly billing and for that reason I switch to other insurance provider at the end of the year period. Thank you for waived the $12 in bill fees applied to the policy and I will close this complaint soon.Sincerely[redacted]

RE:  Unsolicited Email ContactDear Mr. [redacted],This is in response to your October 6, 2016 correspondence to the Revdex.com. I am truly sorry for the frustration the unsolicited emails have caused and appreciate the opportunity to respond.We expect all our representatives to be...

responsive and follow through with their commitments. With that said, I was unable to locate the prior telephone interactions you referenced. If you have any additional information to provide, such as the telephone number you called from, I will research this matter further and address what occurred with the representatives involved. In the meantime, please be assured your email address has been removed from our records. In the unlikely event you receive any additional emails, please contact me directly so I may further investigate the source.Mr. [redacted], thank you for contacting us.  If you have further questions, please also feel free to reach out, I will be more than happy to assist you.Sincerely,[redacted]Associate Customer Care SpecialistCustomer Care Unitphone: ###-###-####fax: ###-###-#### Tell us why here...

RE:     [redacted]
          [redacted]
          [redacted]...

[redacted]                                    Dear Ms. [redacted],  This is in response to the December 9, 2015 correspondence to the Revdex.com. I have been asked to respond and I appreciate the opportunity.    I see that you have some questions about your most current policy price, which I am happy to address for you. Please accept my apology your questions were not answered during your previous conversations with our service representatives.  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. In addition there are discounts on your auto policy that decrease slightly each year---the Early Shopper, New Move and New to Liberty Mutual discounts. Although your policy may be eligible for these discounts for several years, the amount of the discounts decreases each year as the policy ages. Prior to your June 2, 2014 accident this policy qualified for our Accident Forgiveness program due to your prior incident-free record. As a result, your June 2, 2014 accident was forgiven.  However, as mentioned previously, there are multiple other factors considered when determining your policy price.  Like your auto policy, there are some discounts that decrease over time on your homeowner policy.   The Early Shopper, New Roof, New Home and Recent Home Buyer discounts are applicable to your homeowner policy and gradually decrease at each renewal.   In addition, the dwelling coverage increased upon renewal. In 2014, you carried $222,800 in dwelling coverage which was increased to $226,100 due to the optional Inflation Protection endorsement that is included on your policy. This endorsement automatically adjusts your dwelling amount, if needed, at each renewal in anticipation of any expected changes in the cost to repair your house as construction and labor costs increase. However, you also receive a credit on your policy with this endorsement. Following the December 1, 2015 review of your homeowner policy the dwelling coverage on the renewal was reduced to $210,000 per your request. The July 25, 2013 claim is not currently impacting your homeowner premium.  If a claim is filed, it may not immediately be a factor in your premium while investigated and settled.  Ms. [redacted], I thank you again for reaching out with your questions and comments about your new policy price.  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 SpecialistCustomer Care UnitPersonal Insurance Distributions Operations[redacted]

I am writing today in response to the Revdex.com complaint number [redacted] from [redacted] which was received by our Presidential Service Team.   According to the explanation included in the complaint, the policy holder has been waiting for refunds and changes to policy....

Unfortunately, the file does not reflect the information provided in the complaint.   I have called and provided my information January 3rd and 4th, after this was first raised to the Presidential Service Team. There were also 2 emails sent to the policyholder’s email address on file. The email stated:   Dear Ms. [redacted], Thank you for reaching out to the Presidential Service Team. We have received your submission and are currently reviewing the information provided. If you have any additional information or supporting document that you would like us to review, please reply to this email directly. I need to speak with you in order to gather more information and work towards a solution. Please contact me at your earliest convenience. [redacted]  Customer Advocate I  Presidential Service Team  [redacted]
[redacted]
[redacted]      Please know that we take our responsibility to our customer very seriously, so thank you for bringing this matter to our attention. Because of the complexity of the issues and the length of time this has persisted, we ask the policy holder to contact his agent or myself.

Dear Ms. [redacted],This is in response to your additional correspondence received through the Revdex.com regarding the balance due on your automobile policy. While our position remains that a refund is not owed, I hope the additional details provided will clear up any misunderstanding.Regarding the payment history of the policy, there was no shortfall when you moved from direct bill to Electronic Funds Transfer (EFT) upon the December 4, 2012 renewal. The prior year you paid in semi-annual installments and the policy was paid in full by May 25, 2012 with your second semi-annual payment of $1,251.50.Your policy renewed effective December 4, 2012 with an annual premium of $2,574 and your billing method continued to be direct bill on a semi-annual basis. A $1,287 bill issued to you November 5, 2012 for the first six month’s premium due ($2,574 divided by two). However, we spoke with you on November 21, 2012 and you requested a billing method change to EFT.With EFT billing, customers may select a withdrawal date of their preference. The withdrawal will process on the same day each month (weekends or holidays may delay processing). Before the EFT began, we accepted a $214.50 payment which was credited to the policy balance November 23, 2012. Your balance due adjusted to $2,359.50. Since you selected a withdrawal date of the 4th, we advised the remaining balance could be paid in eleven $214.50 installments ($2,359.50 divided by eleven) with the next withdrawal occurring January 4, 2013 and last withdrawal on November 4, 2013. However, when we received your EFT Authorization Agreement form, you selected a withdrawal date of the 1st. The withdrawal date change allowed twelve remaining installments instead of eleven during the policy term. Your payments were therefore $196.63 ($2,359.50 divided by twelve instead of eleven). Your first EFT payment was scheduled January 1, 2013 (the holiday delayed processing) and credited to your policy balance January 6, 2013 and final payment for the policy term scheduled December 1, 2013 (credited to the policy balance December 4, 2013).This began the billing in arrears. At each renewal your first renewal payment was scheduled January 1st and final payment scheduled December 1st – which continued through your last payment on December 1, 2016.  Your policy renewed on December 4, 2013 with an annual premium of $2,718. Your first payment credited to the policy balance January 6, 2014 was $226.50 ($2,718 divided by twelve). We added an Advanced Defensive Driving Course discount which resulted in a $236 credit applied and revised balance due of $2,255.50 ($2,718 - $226.50 - $236). Your eleven remaining installments scheduled February 1, 2014 through December 1, 2014 were adjusted to $205.05 ($2,255.50 divided by eleven) with the final payment adjusted $.05 to equal the total premium due. You referenced a payment in the amount of $205. This was the final payment due for the 2013 policy term processed on December 1, 2014 and credited to the policy balance on December 3, 2014.When your policy renewed December 4, 2014 your annual premium was $2,724. Your payments in January and February were $227 ($2,724 divided by twelve). An adjustment to your annual mileage resulted in a credit of $132 and revised balance of $2,138 ($2,724 - $227 -$227 - $132) and reduced your ten remaining installments to $213.80 ($2,138 divided by ten). In 2015, your payments were $229.50 throughout the policy term from January – December based on your premium of $2,754 ($2,754 divided by twelve) with the final payment processed on December 1, 2016.Lastly, I spoke with the agent regarding the email you referenced. It is my understanding the email provided confirmation of the cancellation and advised since the policy was cancelled at renewal, there was no balance owed for the renewal policy, effective December 4, 2016. However, the payment of $229.50 received on December 1st was to fulfill the prior year’s premium.  Ms. [redacted], I trust my detailed response answers all your questions and we can consider this matter closed. We appreciate the time you allowed us to provide for your insurance needs and wish you the best in your future endeavors.Sincerely,[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].  
the response from Liberty Mutual did not adaquqtely explain why the policy premiums increased over $800. Over the past 3 years for the auto, when  there should not have been an inc. due to accident forgiveness . The same goes for the HO policy which increased significantly over past 3 years. Your only explanation had to do with depreciation of discounts. I have never known discounts on a pol. to decrease, and or to cause prems. To increase. I have never known an agent and customer service to determine a customers rates, which I was told happened in my case.
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]

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].
[Liberty Mutual does not keep call records, and the salesperson who sold me the policy no longer works for the company. There is no way for them to get the other side of the story unfortunately, but I still believe there could have been more that could have been done to resolve this issue other than an I'm sorry.]
Regards,
[redacted]

Dear Ms. [redacted],This is in response to the April 19, 2016 correspondence to the Revdex.com.  We value our members of the military who dedicate their lives to serving our country and I am sorry to hear of the difficult circumstances you encountered.  I was asked to review...

and respond to your concerns.  My attempt to contact you by telephone was unsuccessful.  I appreciate the opportunity to respond in writing and hope to provide you with the clarity you are looking for.Our records reflect that a tenant quote was initiated online on October 25, 2015 using our internet quoting system which allows users to enter their personal information, details regarding their personal property and select their own coverage limits. This quote was initiated online independent of the involvement of any of our sales representatives.  Based on the information you provided, along with your assertion that you did not have any intention to set up this policy, we cancelled the policy back to the inception date.  Since the cancellation date was retroactive to October 26, 2015, there is no outstanding balance. Credit Collection Services (C.C.S.) will be notified of the adjustment and this policy was removed from collections.  There will be no adverse credit reporting as a result of the prior collection activity.  Ms. [redacted], we regret the inconvenience this matter has caused and hope you enjoy your retirement.  If you have any further questions or concerns, please contact me directly.  I will be happy to assist you.Sincerely,[redacted] [redacted]Associate Customer Care Specialist, Customer Care UnitPhone: [redacted]  Fax: [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:The response is exactly the same as the first I am getting nowhere I give up.
Regards,
[redacted]