GENTERA

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. . 
 
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I spoke to the customer service rep on June 4, regarding this matter and he did state that my payroll would not be withdrawn for any amount on June 11, 2015. This company  just continues to lie and take advantage of people just because they have access to our accounts.  At no time did I receive or was told about a charge for excluding drivers on our policies, that is a blatant lie.
Regards,
[redacted]

Dear Ms. [redacted],This is in response to your June 29, 2016 correspondence to the Revdex.com.  I appreciate the opportunity to respond. 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, your driving history is a factor when we determine your policy price.  The Safe Driver Insurance Plan (SDIP) was implemented by Liberty Mutual to fairly distribute the costs of automobile insurance among policyholders.  Drivers with accident-free and conviction-free records are rewarded by paying the lowest possible rates.  Drivers who have had accidents or convictions pay a greater share of insurance costs through surcharges.  However, the maximum surcharge period for any one incident is three years.  The four point violation listed below has been a primary factor affecting your policy price since your July 13, 2015 renewal:  NAME  OF OPERATOR   DATE           VIOLATION [redacted]                            August 10, 2014                   Driving with BAC over legal limitRegarding your concern that you were not contacted regarding the premium change, a renewal packet issued to you on June 9, 2015, over one month prior to the, July 13, 2015 renewal date.  Most recently a renewal packet issued to you on June 8, 2016 for the July 13, 2016 renewal.  The policy automatically renews unless we are notified you do not wish to continue coverage.  A Declarations page included with the renewal packet outlined the new premium amount of $6,225 in 2015 and $6,385 in 2016.  On July 30, 2015 an Electronic Funds Transfer (EFT) withdrawal notice issued to you advising the new monthly payment amount would be  $518.75 ($6.225 divided by twelve) for the July 13, 2015 through July 13, 2016 policy term starting with the August 13, 2015 withdrawal date.  When you spoke with our customer service department on June 29, 2016, you were removed from EFT billing and placed on monthly direct bill as you indicated that you had obtained another policy and your new carrier would send us a cancellation notification.  However, our records do not reflect that we have been provided with this information.  In order to process a cancellation, this information is still needed.  The Declaration’s page may be forwarded by facsimile to [redacted], email to [redacted] or mail to [redacted].   Also, if you prefer to contact me by telephone with this information, I may be reached at [redacted]   from 8:00 a.m. – 4:00 p.m. Monday through Friday or you may leave a message with the date if I am unavailable.  Once the policy has been cancelled, a final bill will be mailed for any outstanding balance due.  Mrs. [redacted], you have been a valued customer for many years and we are sorry to hear that you are obtaining coverage elsewhere.  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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  To Whom it May Concern ;you claim you are sorry for all this problematic back and forth; but in what way can you compensate me. The fact is that I did call - I did speak with someone who stated my account was up to date and there are no charges incurred for canceling and never mentioned " early cancellation projection charges" . Also the fact that if you claim not to start a new policy , then why not continue to take money from my account as always - as you had permission to do . You did not contact me by mail or by phone which had been previously done repeatedly for any kind of concern . Your statement that you mailed me in February and March is a lie. That never happened . Because of my diligence , if that were true , this matter would have been resolved in February . I do not wish to pay any projection costs . Your company is a sham . You never provided me with protection as your adds claim , but continually took money and your rates were some of the highest I've seen even though I have an excellent driver record. Your company should rethink the way you treated me and not to mention , everyone I know that had Liberty Mutual and left . 
 
Regards,
[redacted]

Dear Ms. [redacted],   This is in response to your June 17, 2016 correspondence to the Revdex.com regarding your homeowner policy.  I appreciate the opportunity to respond.   Your correspondence indicates you never intended to implement this policy and only wanted a...

quote.  However, our records reflect we initiated this policy May 9, 2015 at your request as confirmed by the application electronically signed by you on May 9, 2015.   As part of our new business process, we may order an inspection to verify that the condition of the home meets our underwriting guidelines.  An inspection was ordered on your home as part of this process. As outlined by the June 11, 2015 letter issued to you, the inspection identified repairs needed to be completed in order for us to continue your insurance coverage.    Since we did not receive documentation from you confirming the repairs had been completed, this policy cancelled effective August 20, 2015 as your home did not meet our underwriting guidelines for continuation of insurance.  At that time the policy had been in effect for a little over three months and a balance of $618 remained for coverage afforded through the cancellation date.   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 final bill remains unpaid.  Since this balance remained unpaid, it was referred to collections on September 29, 2015.   If you obtained alternate coverage prior to August 20, 2015, please submit a copy of your new carrier’s Declarations page by fax to [redacted] or by email attachment to [redacted]  Upon receipt, I will be happy to review amending the cancellation date of the policy to reflect the date alternate coverage was secured.  [redacted] will be notified in any change to the balance remaining if any adjustments are made.    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.   Ms. [redacted], if you have further questions or concerns, please also feel free to contact me directly.  I will be happy to assist you.   Sincerely,   [redacted] [redacted] Associate Customer Care Specialist Customer Care Unit Tele: [redacted] Fax: [redacted]

This is in response Complaint # [redacted] was filed on 3/22/2018 by [redacted]. The complaint was received 3/23/2018 by the Presidential Service Team. I appreciate the opportunity to respond.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 may impact the overall premiums we charge. When we calculate the price for your collision coverage, for example, we have to factor in what repairs shops are currently charging.Some discounts decrease over time. Rather than just removing discounts at your first renewal the decreases to discounts occur gradually. When a discount diminishes, the premiums are generally increased incrementally.I have reviewed your file and the RightTrack discount has been applied. The information for the Right Track program should be in your email. After the evaluation period the final discount will be applied. Your policy has had an operator removed and the mileage corrected for usage. These combined to lower your premium.After all of the changes were put into place the premium for your auto policy is now $7921.00 per year. Thank you for taking the time to detail your experience. We appreciate your many years with Liberty Mutual Insurance and are looking forward to many more.

Dear Mr. [redacted],
This is in response to your January 23, 2017 correspondence to the Revdex.com regarding your auto and motorhome policies. I am truly sorry we have lost you as a customer, but am happy to answer your questions in the hope of providing you with the clarity you are...

looking for.
First, I will provide a little background. Your auto and motorhome policies were created on May 11, 2015 and renewed on May 11, 2016. $1,368 was your renewal price for the automobile policy and $1,049 for the motorhome.
When you first set up the policies, you selected payroll deduction as your preferred payment method. The deductions occurred bi-weekly with each paycheck and continued with the renewal terms. However, we notified you in December that payroll deduction was no longer an option offered through your employer. You therefore elected monthly Electronic Funds Transfer (EFT) for your new billing method on December 19, 2016. At the time, the balance owed was $631.46 for your auto and $489.24 for your motorhome. There were four monthly EFT payments of $157.87 (auto) and $122.26 (motorhome) scheduled to pay your balances in full (with the final payments adjusted a few cents).
Due to the remittance process on some payroll accounts, there may be a delay between our request for payment and the payment being applied to your policy. After we changed the billing method, we received additional payroll payments totaling $185.90. Of this amount, $105.22 was applied to the auto and $80.68 to the motorhome policy. These payments plus the EFT payment received on January 16, 2017, further reduced your balances due to $368.37 (auto) and $286.30 (motorhome).
You elected to cancel your policies effective January 18, 2017. We credited your policies’ balances for the unused portion of the policy terms in the amounts of $424 (auto) and $324 (motorhome). This resulted in credit balances of $55.63 (auto) and $37.70 (motorhome) which were refunded directly to your bank account on January 18th and 19th respectively.
An additional refund of $92.95 will issue to you by check in the next two business days due to a subsequent payroll payment received and applied to your auto policy. We waived a $5 bill fee previously applied to your motorhome policy after the payroll billing was discontinued which will also be refunded to you by check. Please allow approximately two weeks for delivery of these checks.
Mr. [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 answered all of your concerns 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]
Associate Customer Care Specialist
Customer Care Unit
[redacted]

n/a

We have received Complaint # [redacted] and appreciate the opportunity to respond. The policy in question was cancelled on 10/30/17 and on 11/22/17 the cancellation was deleted due to no cancellation documentation in our system as required by the state of Georgia. I apologize for our error in...

uploading the documentation required. On 1/22/18, we received cancellation request from customer and submitted request to cancel. On 02/13/18, customer called to check on status of cancellation and was informed that Underwriting was in the process of cancelling the policy and the refund would be generated once the cancellation was processed. As of today, 02/19/18, the policy has been cancelled effective 10/30/17, and a refund in the amount of $30.16 will be sent to customer's credit card on file with us. We apologize for our error in not uploading the correct documents to cancel the policy when requested and regret any inconvenience and frustration we have caused to the customer.

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]. Please add your rejection comments below. Regards,
[redacted]

Dear Ms. [redacted],This is in response to your additional correspondence to the Revdex.com.  I appreciate the opportunity to further respond.  I attempted to contact you by telephone on August 5, 2016; however my attempt was unsuccessful. I regret that you continue to have unresolved concerns regarding the cancellation of your automobile policy.  After sending my prior response, I was able to locate the divorce decree.  I apologize that this was previously missed. After receiving your additional correspondence, I reviewed the policy and our records reflect on October 4, 2012 Mr. [redacted] agreed to remove himself and the 2000 [redacted].  Since the divorce was not yet finalized we advised that he would need to remain on the policy.  As I have previously indicated, we attempted to reach him both by phone and mail and have been unsuccessful. In order to cancel this policy we would need to have documentation reflecting the 2001 [redacted] was only in your name.  If you can provide a bill of sale, title or vehicle registration, then I would be happy to cancel the policy.  You may forward the required information to me by facsimile to [redacted], email attachment to [redacted] or mail to [redacted].  Once received, I will cancel the policy for the date specified.  I understand the frustration you are dealing with trying to resolve this matter; however we must confirm that we are not leaving a policyholder uninsured when we can cancel the policy.  You indicated that you will not make another payment, once the policy is cancelled, you will either be issued a refund or a bill for the balance remaining. Ms. [redacted], I regret the inconvenience this matter has caused.  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 SpecialistCustomer Care UnitPhone: [redacted]  Fax: [redacted]

RE:  Personal Automobile Policy: [redacted]         [redacted] Insurance Company/NAIC: [redacted]   Dear Mr. [redacted], This is in response to your July 25, 2017 correspondence to the Revdex.com.   I have...

been asked to respond and I appreciate the opportunity.   Our records indicate that you initiated an automobile quote online on May 18, 2017.  Our sales agent contacted you to review the quote. After the two initial calls, the agent reviewed your loss history with you which caused the rate to increase.  You accepted the higher quote and the policy was bound, effective May 19, 2017.  The next day, the agent received your email that you amended coverage online. Our agent states that there was no mention of ridesharing in any of these interactions.  I was unable to review a recorded call during this initiation of the policy because, if a transaction is recorded, the recording is retained for a limited time, no more than 90 days.  There were no further indications of concern about the policy until the claim, July 3, 2017.  Every conversation with service since July 3rd has been surrounding ridesharing.  During each interaction, you were advised that no coverage is afforded for ridesharing and there are no records indicating that you requested coverage for ridesharing at any point prior to the date of loss.Mr. [redacted], thank you for reaching out. We are sorry to have lost you as a customer. Sincerely,[redacted] Associate Customer Care Specialist Customer Care UnitPhone: ###-###-####  Fax: ###-###-####

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].  Hello, I would like the answer to several questions please. Question number one is why did the agent who sent the email noting that we owed no more money, not tell us of an impending payment that was due? The second question is, is it the policy of your company to ask for  payments after the cancellation of a policy? [redacted]  
 
Regards,
[redacted]

Dear Mrs. [redacted],This is in response to your February 18, 2016 correspondence to the Revdex.com.  I appreciate the opportunity to respond. After reviewing your policies I am hopeful your concerns may already be resolved.I regret we did not have a prior record of receiving a...

cancellation request for your homeowner policy.  However, after speaking with you on February 17, 2016, your homeowner policy was cancelled effective September 15, 2015 since you indicated the home was sold. Your automobile policy previously cancelled for non-payment of premium effective January 12, 2016.  We reviewed the extenuating circumstances which resulted in the cancellation of your policy and agreed to reinstate your policy on February 23, 2016.  Your premium therefore remained the same.  Mrs. [redacted], you have been a valued customer for over eleven years.  We appreciate your loyalty and regret you had an unfavorable experience. 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 Mr. [redacted], This is in response to your additional correspondence to the Revdex.com regarding your automobile policy.  I regret to hear of your continued concern and appreciate the opportunity to respond. While I sincerely regret any confusion that may have occurred related to OEM parts, please be assured that Liberty Mutual does warranty all work for as long as you own the vehicle. You may choose to add the OEM replacement parts endorsement to your vehicles going forward.  When the policy was rewritten to [redacted] on July 24, 2015 you requested the same coverages as on your previous policy. Since rental reimbursement was not included on your previous policy at that time, it was not included on the rewritten policy either. In addition, multiple endorsements and renewal documents have issued since the coverage was removed from your prior policy on February 26, 2010 reflecting the coverages included on each vehicle. The annual premium change effective your July 24, 2017 renewal would be $249 adding both OEM parts and Rental Reimbursement to all vehicles. Please let me know if this is a change you would like to make. Mr. [redacted], you have been a valued customer since 2007 and I truly wish my response could be more favorable. If you have additional questions or concerns, please also contact me and I will be happy to further assist. Sincerely, [redacted] [redacted]Customer Care SpecialistCustomer Care Unit[redacted]

Dear Mr. [redacted],This is in response to your April 8, 2017 correspondence to the Revdex.com regarding your automobile policy. I appreciate the opportunity to reply.First, I will provide a little background. Your auto policy was created on April 26, 1991 and renewed each following year, most...

recently on April 26, 2016. $2,578 was your renewal price for the policy, which we cancelled at your request on April 7, 2017.When you first set up the policy, you selected our Electronic Funds Transfer (EFT) option as your preferred payment method, which you kept in place throughout the life of the policy. There are twelve EFT payments (one per month) for each policy term.At your latest policy renewal, your policy term was in effect for almost the complete twelve months at the time it was cancelled, but you only made 11 monthly payments. That means you still owe $79.45 on the policy, including the billing fee, which reflects the balance owed through your cancellation date. As a courtesy, I have waived the $5 billing fee which updates the policy balance to $74.45.  For your reference, I am enclosing your billing history.Mr. [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 answered all of your concerns 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]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].
I still insist the fact that Liberty Mutual will not release this recording to me is an admission of your company trying to hide something.  I will never trust any word from your agent[redacted] is trying to hide something that he has done wrong.In the meantime I have received an estimate of $1950 for just a patch job just to keep the weather out.I certainly hope that LibertyMutual will pay this small amount otherwise both Liberty Mutual and I will be out much more money in the future.I look forward to your consideration.  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]
I have...

stated over and over again. I do not have a Bank Account Period!!!I have been a Sole Proprietor for the last 6 years and most forms of my work or service comes in  the form of Cash.I have stated this and it has been documented (recorded) to my claims adjuster and the investigator.Show me where 100% of the people living and working in America have a Bank Account?? Liberty Mutual is basically using stall tatics and I would never ever or even recommend anyone to use Liberty Mutual's insurance.

Dear Mr. [redacted], This is in response to your February 20, 2017 correspondence to the Revdex.com regarding the above referenced homeowner policy. I appreciated the opportunity to speak with you on multiple occasions. Please accept my apology for your recent service experience. We expect...

our representatives to provide complete and accurate information and to be responsive to our customers’ needs. I regret this is not consistent with what you described. Your feedback will be used to review what we could have done differently to ensure a positive experience. To provide some background, our records show the homeowner policy initiated effective September 13, 2016 with an annual premium of $1,089. A new business packet issued to you after the policy initiated and your mortgagee was issued a $1,089 bill on September 19, 2016 due October 9, 2016. When this bill was not paid a $1,089 past due bill issued October 18, 2016 due November 7, 2016. In addition, notification was issued to you advising payment for the policy was not received. Since the mortgagee did not remit payment, a $1,089 bill issued to you on November 18, 2016 due December 8, 2016. No payment was received. Therefore, a cancellation notice issued to you on December 12, 2016 advising a minimum payment of $1,089 was due prior to December 27, 2016 to avoid cancellation. When we did not receive payment, this policy cancelled effective December 27 2016 for non-payment of premium.  After the cancellation, a $776 credit was applied to the policy balance for the unused portion of the policy term and the balance due was adjusted to $313. On January 3, 2017, we issued a $313 bill due January 23, 2017. When payment was not received, we forwarded the $313 balance to a third-party collections vendor, [redacted]) on February 13, 2017, which is how all unpaid balances on cancelled policies are managed at Liberty Mutual. This course of action is one we must take when we do not receive final payments on cancelled policies. Upon receipt of the Declarations pages showing continuous coverage since September 13, 2016, I amended the cancellation date retroactive to September 13, 2016 and the balance due was adjusted to zero. [redacted] will be notified of this adjustment and there has been no adverse credit reporting as a result of the prior collection activity. I attached a billing history for your review.Mr. [redacted], we are sorry to have lost you as a customer. 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] [redacted]Associate Customer Care SpecialistCustomer Care Unit[redacted]
[redacted]Enclosure