GENTERA

Dear [redacted],This is in response to your correspondence received through the Revdex.com on October 17, 2016 regarding your balance remaining. I am truly sorry we have lost you as a customer and appreciate the opportunity to respond. My hope is to provide the clarity you are looking...

for.Automobile PolicyThis policy renewed April 21, 2016 with an annual premium of $2,509. You selected Electronic Funds Transfer (EFT) as your preferred payment method. EFT allows the annual premium to be paid in twelve monthly installments. Your first payment of $209.08 ($2,509 divided by twelve with the final payment adjusted a few cents) processed May 20, 2016 and the balance was reduced to $2,299.92.On June 1, 2016 we received a telephone call from you, asking what date the policy was paid up to. We advised May 20, 2016, as the single payment received on the renewal paid the policy from April 21, 2016 to May 20, 2016.No additional payments were received and this policy was later cancelled per your request, effective June 15, 2016. A $2,131 credit was applied for the unused portion of the policy term which reduced the balance remaining to $168.92. A final $173.92 (including $5 billing fee) bill issued June 16, 2016 due July 6, 2016.Since the final bill remained unpaid, it was referred to collections on September 14, 2016. Liberty Mutual uses a third party vendor, [redacted] to secure past due premium owed for cancelled policies. 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. The $173.92 balance remains due. A billing history is attached for your review.Condominium PolicyThis policy renewed April 24, 2016 and was cancelled at your request effective June 15, 2016.Prior to your renewal, you were receiving a discount for having no qualifying claims in the previous three years. This discount was removed on the April 24, 2016 renewal due to the January 19, 2015 water damage claim. While we always attempt to subrogate, or recover payment from a responsible third party, it is not always possible to recover the full amount. The loss resulted in a net $5,469.22 payment issued after subrogation recovery.You had a previous $2,314.83 claim from November 11, 2013 which was forgiven under our claims forgiveness program. Since we had previously forgiven a loss in the prior five year period, your second claim that occurred approximately fourteen months later was not eligible for forgiveness.As we indicated in our previous response dated June 13, 2016, there is no designation of fault associated with a homeowner claim, unlike automobile policy losses.[redacted], thank you for contacting us. We appreciate the time you allowed us to provide for your insurance needs. Again, I am sorry that we have lost you as a customer. 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 UnitTele: [redacted]Fax: [redacted]Attachment

Dear Mrs. [redacted],This is in response to your additional correspondence to the Revdex.com.   I have been asked to further respond. While we appreciate your concern and regret the inconvenience, the refund check issued to the named insured under this policy.  We could not anticipate that your refund check would be cashed by anyone other than the payees listed.  The fraud investigation is an external investigation and until the investigation is completed, Liberty Mutual is not able to honor issuing a refund with funds that are not available. Mrs. [redacted], I appreciate for your feedback and regret I am unable to expedite this process for you. Sincerely,[redacted] [redacted] Associate Customer Care SpecialistCustomer Care Unit Personal Insurance Distribution Operations Phone: [redacted]  Fax: [redacted]

Although we understand that the consumer may not be satisfied with our response, there is no new information contained in the rebuttal for review.  At this time Liberty Mutual's position remains unchanged.  If you have any additional information to be considered, please provide.Thank you,[redacted]

[redacted]To whom it may concern,This is in response to the June 11th, Revdex.com Complaint from Ms. [redacted].  Due to the sensitivity and...

confidentiality of the response materials we are sending Ms. [redacted] a separate response via USPS on 06/19/2015 that we believe will address her concerns.  Sincerely,[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
We received the updated policy and it showed an increase on our policy. When I called to question the the increase, the customer service rep told me that the increase was due to higher premiums in Texas, he never once told me that there was a charge for excluding our daughter. Furthermore, my payroll was deducted on June 12, 2015 for an  additional  $108.00 after I cancelled the policy on June 4, 2015. Safeco insurance is not flexible or truthful on their policy practices, that is the reason we cancelled the policy. 3 different reps told us the same thing that our premiums increased because of other insured drivers raising the cost. Please review our account thoroughly to insure we get a proper refund for payments made after our policy cancelled and for not notifying us of extra charges on the policy. 
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 offer here is a $15 balance due, yet the on line balance now states a $10 balance due.  The fact is I made two $35 payments on a  12 month policy of$224(increased nearly 10% over previous year for an older vehicle with no claims on any policies). The policy was in effect 6/9/16 to 8/1/16, less than two months.  The policy along with two autos and a homeowners policy was canceled on 8/1/16.  The December bill, attached, does not show the two $35 payments that were made, on May 26 and June 22, 2016 .  The other attachment is the November statement showing a policy balance of $159 (224-35-35+installment fee +5=159).  I have spent several hours dealing with this on the phone every month.  Please explain your math.
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. 
[Hi - I appreciate the response.  However, after 15 years of loyalty to Liberty Mutual, I feel I deserve a better response than it was my responsibility to make sure I was not overcharged.  It is true that the inflated charge slipped past our household without being caught until this year, however that does not excuse companies from taking advantage of folks.  I have family, friends and neighbors all within the same area where I live, it did not take me long to get numbers for their past 5 years of home insurance for comparison.  Per my internet research, the rate increases Liberty Mutual applied to my account were not consistent with increases taking place in Michigan.  Here are the rate increases broken down again:  20% - 201228% - 20133%  - 201433% - 2015Looking at the rates above, I am convinced that a clerical or electronic mistake occurred.  I am asking for an explanation and a correction.] 
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. 
[Liberty mutual did not explain how they can increase year by year at 15% and 20% rate in Auto Insurance consecutively for two years. If some discounts mentioned were lost, they will be lost last year, not this year. I think they just want to increase the price on customer.  The mentioned drwelling coverage increase on home  is so minimal and this does not justify the 20% increase in my Auto Insurance. The acceptable resolution would be properly decrease my renewal price on Auto since only 1 Accident in the last year which was not our fault. Also they should not increase significantly the renewal price on my home insurance as well in the future. ]
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 have know idea what the letter is going to say so I cant possible agree to something before I read it.
Regards,
[redacted]

RE:   Personal Automobile Policy:  [redacted]        LM General Insurance Company/ NAIC: [redacted] Dear Ms. [redacted],This is in response to your recent correspondence to the Revdex.com regarding your auto policy. I appreciate the opportunity to respond to your concerns.While we understand the factors that resulted in your decision to pursue coverage with another company. The fact remains that it was your decision to leave Liberty Mutual for another company. As such the reason for cancellation is recorded as competition.Your policy states the following:“If we cancel, the amount of your refund will be determined by a pro rata table based on the number of days the policy was in effect. If the policy is cancelled by you or by law, you will get a refund which is less than proportional to the time involved. It will be based instead on a "short rate" table which compensates us for our expenses in servicing your policy.”As stated in my previous response, the refund issued is appropriate and no further refund is warranted.Ms. [redacted], I regret my response could not be more favorable. 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]

Dear Mr. [redacted],This is in response to your July 7, 2016 correspondence to the Revdex.com.  I am happy to respond and hope to provide you with the clarity you are looking for.Please accept my apology for your unfavorable experience.  I regret you were not anticipating any...

changes to your policy after we initially spoke with you regarding the licensed operators in the household. First, I would like to provide a little background.  Your policy initiated effective November 8, 2011.  At the policy inception, the application you signed November 7, 2011 listed the drivers insured under this policy, as both you and Mrs. [redacted]-[redacted].  The application also stated the following:Please review drivers listed above to ensure all members of the household age 16+ are listed on the application.  To ensure proper coverage, contact us to add drivers not listed. In addition, the policy provisions issued to you stipulated the following:B.  If there is a change to the information used to develop the policy premium, we may adjust your premium.  Changes during the policy term that may result in a premium increase or decrease include, but are not limited  to, changes in:  1. The number, type or use classification of insured vehicles;  2. Operators using insured vehicles;  3. The place of principal garaging of insured vehicles;  4. Coverage, deductible or limits.Periodically, we may contact our customers to verify policy information for rating purposes.  Liberty Mutual Insurance has partnered with Quality Planning (QPC) to confirm your policy information is up to date. QPC is a subsidiary of the Insurance Service Office that specializes in rating accuracy tools for personal insurers.  Mailings are issued and customers also may be contacted by telephone by QPC to verify certain policy information for rating purposes.Prior to QPC calling you, a letter was issued to you which stated the following:  At Liberty Mutual Insurance, we periodically review policy information to ensure that we have the most accurate information on our customers. Keeping policy information up to date will help us provide you with coverage when you need it most. Our trusted partner, Quality Planning (QPC), will be assisting us by collecting this information on Liberty Mutual’s behalf.To ensure that your policy information is current and complete, please call a QPC representative, toll-free, at 1- ###-###-#### Monday through Friday from 8:00 a.m. to 11:00 p.m. and Saturday from 8:00 a.m. to 5:00 p.m. Eastern Standard Time or you may visit [redacted]Our records reflect after QPC spoke with you, we added your son, [redacted] to the policy as a listed operator effective May 10, 2016.  The annual premium adjusted from $2,489 to $5,499 with a pro-rated increase of $1,501.  A Declarations page issued to you confirming this change. Since you previously selected paperless documents, an email notification issued to you advising your new policy documents were available for viewing online through your eService account. After this change was made, you spoke with a service representative on June 20, 2016.  At that time we further explained that if your son is a licensed operator in the household, then he should be listed as an operator on your policy.  When determining your premium, we consider many factors such as your credit history, claims history and auto characteristics.  When you indicated concern with the revised annual premium, we offered to re-evaluate your policy with up-to-date rating information to determine if there would be an opportunity for savings.  Since the re-evaluation quote was lower than your existing policy’s premium, we cancelled your existing policy and implemented a new policy effective June 21, 2016.With respect to your billing concerns, as a result of the change to add an operator, your monthly EFT payments starting on June 15, 2016 were scheduled to increase to $510.30 ($2,551.48 divided by five).  A withdrawal notice issued May 31, 2016 confirming the $510.30 EFT scheduled for June 15, 2016. However, a new policy was written effective June 21, 2016 with an annual premium of $4,102.  We transferred the $71.82 credit that remained on the prior policy to the new policy.  Effective June 30, 2016 we updated your vehicle safety features and your property damage liability coverage was increased from $50,000 to $100,000. This resulted in a prorated credit of $132 and your policy balance was adjusted to $3,898.18. This policy was cancelled effective June 30, 2016 at your request.  After cancellation, a $3,867 pro-rated credit was applied to the policy balance for the unused portion of the policy term and the balance adjusted to $31.18.  A $36.18 ($31.18 plus $5 bill fee) final bill issued to you July 5, 2016 due July 25, 2016 reflecting the balance owed for coverage provided through the June 30, 2016 cancellation date.  After receiving your correspondence I removed the $5 bill fee and the balance due adjusted to $31.18.  I enclosed a billing history for each policy detailing all the transactions and payments received.  In summary, your new policy was active from June 21, 2016 through June 30, 2016.  Yet we did not receive any payments, only a carryover credit of $71.82 from the prior policy.  Therefore, a final balance of $31.18 remains due.Mr. [redacted], thank you for contacting us.  While we appreciate the time you allowed us to insure your automobiles, please understand that there is no flexibility with the premium.  The premium was appropriate and the balance remains due.  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: ###-###-####Enclosure

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]. 
We feel that Liberty Mutual should offer a discount on our premium of some kind.  Revdex.com - please see the last attached flyer.  Liberty Mutual - we are glad that you removed us from your flyer circulation list as if you are not going to honor the discounts you advertise to us, you should not mail them to us.   We wish that we were valued by Liberty Mutual as customers. Regards,
[redacted].

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
I'm rejecting this because my escrow was raised because of this mess and due to their mistakes I had to make up the difference for the month, a whole month. All they have to say is SORRY! So if I get pulled over for speeding, I can just say sorry and drive off! Accountability/competition, they will have to look it up but that's what happens when mistakes are made in business. This is not grammar school, sorry doesn't make up for lost funds. 
Regards,
[redacted]

Dear Mr. [redacted], This is in response to your April 26, 2016 correspondence to the Revdex.com. We are sorry to have lost you as a customer.  I appreciate the opportunity to respond and hope to provide you with the clarity you are looking for.First, I would like to provide a little...

background.  Your automobile policy was created on December 20, 2014.  The policy term is one year so the initial policy term expired on December 20, 2015.  We do not have fifteen month contracts. While we always strive to give our customers the best price possible, sometimes factors like increasing costs of repairs, medical expenses, and extreme weather call for a review of our prices and your premium may change at renewal.We distribute the costs of automobile insurance fairly among policyholders by rewarding drivers with accident-free and conviction-free records with the lowest possible rates.  However, your own driving record and loss history are not the only factors that are considered when we determine your policy price. Regarding your concern that you were not contacted regarding the premium change, our records reflect you were notified.  Since you elected paperless documents, an email notification issued to you November 16, 2016, over one month prior to the renewal date confirming your renewal documents were available for viewing online through your eService account.  Included with the renewal packet was a Declarations page outlining the $1,833 annual premium along with an Electronic Funds Transfer (EFT) withdrawal notice advising the new monthly payment amount would be $152.75 ($1,833 divided by twelve) starting with the January 19,. 2016 EFT payment. We received three $152.75 EFT payments (January – March) and your balance was adjusted to $1,374.75. This policy was cancelled at your request effective April 1, 2016.  After the cancellation, a $1,322 credit was applied to the policy balance for the unused portion of the policy term.  This adjusted your balance to $52.75.  A final $56.75 bill ($52.75 balance + $4 bill fee) issued to you April 1, 2016 due April 21, 2016 reflecting the premium owed for coverage afforded through the cancellation date.  I enclosed a billing history detailing all the transactions and payments received.  The premium charged was appropriate based on the coverage provided.  There is no refund owed to you.  The $56.75 balance remains due.  Mr. [redacted], we are sorry you decided to cancel your automobile policy.  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]Enclosure

Dear Ms. [redacted],This is in response to your correspondence received through the Revdex.com on October 29, 2016 regarding your auto policy. I appreciate the opportunity to respond. I regret that we are unable to provide the credit you requested for our RightTrack discount. To provide a...

little background, at the policy inception you signed the RightTrack terms and conditions which state:By electing to enroll your vehicle into RightTrack, your policy premium will reflect a RightTrack vehicle enrollment discount. You understand your enrollment discount will continue with the vehicle until either a) replaced by a final discount, if any, at the conclusion of the Review Period, b) you choose to decline these terms and conditions, fail to indicate your consent within 15 days of enrollment or do not install the device within 30 days of receiving it or c) you choose to terminate your enrollment in RightTrack prior to the conclusion of the Review Period.Since you elected not to install the device, the discount was removed as you did not satisfy the terms outlined in the signed agreement.Regarding your reference to the twelve month rate guarantee, this means that your policy rates will not change due to midyear overall rate revisions, accidents or tickets prior to your next renewal. It does not mean that customer initiated policy changes or other factors, such as not complying with eligibility requirements for a previously applied discount, would not result in a change to the policy.Your policy renewed September 2, 2016 with an annual premium of $2,832. We received two Electronic Funds Transfer (EFT) payments and the balance was reduced to $2,356.66.Following your November 7, 2016 conversation with one of our representatives, multiple coverage changes were made at your request. These changes included reducing the liability, uninsured and underinsured limits along with removing the personal injury protection coverage which resulted in a pro-rated premium credit of $575. You annual premium was revised to $2,147 and balance was adjusted to $1,781.66. Please refer to the Declarations issued to you, which is a summary of the policy coverage, for further details regarding the changes. Your EFT payments starting December 1, 2016 will be $180.17 ($1,781.66 divided by ten plus $2 installment fee with the final payment adjusted a few cents). Finally, if you have not already done so, please remember to sign and return the Personal Injury Rejection form and Uninsured/Underinsured Motorists Coverage form no later than November 17, 2016. We hope to prevent any future misunderstandings regarding the policy price and therefore are reminding you that these forms are required. The coverage will revert to the original limits and your premium will increase accordingly if the forms are not returned.Ms. [redacted], thank you for reaching out. While I am unable to provide the outcome you had hoped for, please know that we appreciate having you as a customer and encourage you to contact us if you have any questions regarding your policy. Representatives are available at [redacted] seven days a week. If you have additional questions or concerns please also feel free to contact me directly. I will be more than happy to assist.Thank you for being a Liberty Mutual customer!Sincerely,[redacted] [redacted]Customer Care SpecialistCustomer Care UnitTele: [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]I have an email from b [redacted] stating no more money would be withdrawn from my acct. I received it two weeks before this last attempt. Please refund the NOW fee I incurred in the amount of $56 (2 fees @$28)ALSO vivian ASSURED me that the last attempt was my banks error. Well it wasnt.Regards,
[redacted]

RE:  Personal Automobile Policy: [redacted]’s Policy)       Personal Automobile Policy: [redacted] and [redacted]’s Policy)       Liberty Mutual Fire Insurance Company/NAIC: [redacted]Dear...

Ms. [redacted],  This is in response to your July 8, 2017 correspondence to the Revdex.com. I appreciate the opportunity to respond and hope to provide the clarity you are looking for.To further explain the balance due, I will provide a little background. Your mother’s automobile policy was created on April 2, 2014 and cancelled on March 4, 2015 due to vehicle being sold.  The vehicle insured was the 2002 [redacted]. The policy cancelled without premium due and is paid in full.Separately, you and Mr. [redacted] initiated a policy with us on June 3, 2011 which subsequently renewed each year, most recently June 3, 2015.  The policy was cancelled for non-payment of premium effective September 3, 2015. You elected monthly Electronic Funds Transfer (EFT) as your preferred method of payment with a withdrawal date throughout the duration of the policy. Payments were made consistently until June of 2015 when the account the payments were withdrawn from was closed. Therefore, the EFT was discontinued and bills were issued by mail in July and August of 2015 in order for payment to be remitted and the policy to remain active.  When no payment was received, the policy cancelled for non-payment of premium effective September 3, 2015.  A final bill was issued on September 9, 2015 due October 18, 2015 for coverage afforded through the cancellation date.  As we did not receive your final payment within 21 days of its due date, we forwarded the balance to a third-party collections vendor, [redacted], which is how all unpaid balances on cancelled policies are managed at Liberty Mutual. I apologize if you were surprised by this course of action, but it is one we must take when we do not receive final payments on cancelled policies.  The $141.61 remains due. For your review, I have included a billing history for your account.Ms. [redacted], thank you for contacting us. I hope your questions have been answered today. If not, and you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely,[redacted]Associate Customer Care SpecialistCustomer Care UnitPhone: [redacted] Fax: [redacted]

Dear Mr.
[redacted],This
is in response to your November 6, 2015 correspondence to the RevDex.com regarding your automobile policy. 
I appreciate the opportunity to respond to your concerns.  Congratulations on your new marriage.  It was not our intention to disappoint...

you
during this happy occasion.Please accept my apology for
any previous miscommunication regarding the cancellation of your policy.  We expect our representatives to provide our
customers with complete and accurate information.  I regret this is not consistent with the
interactions you described.  At Liberty Mutual Insurance,
we are very serious about our obligation to offer our policyholders a
competitive premium while remaining financially secure.  Maintaining this balance means we must
periodically review our rates and make necessary adjustments.  Some of the factors that impact overall rates
include the increasing costs of repairs, medical expenses, the frequency and
severity of claims, and our collective loss experience in the state of Massachusetts.  This
policy renewed for a term of one year on September 1, 2015.  On November 5, 2015 we received a transfer of
insurer document showing you had obtained other insurance effective October 17,
2015.  We processed the cancellation of
your policy on the effective date of your new policy.After
cancellation, a $341.99 refund was issued to you reflecting unearned premium
based on the short rate provision applicable to this policy.  At the policy inception, you were
issued a new business packet on August 31, 2012 which included the applicable
short rate provision:If the policy is cancelled by you or by law, you will get a refund
which is less than proportional to the time involved.  It will be based instead on a "short
rate" table which compensates us for our expenses in servicing your
policy.In regard to your request for a
refund of the $410 and a partial refund for October, we are unable to honor
this request as no additional refund is due.  Regarding your request for an invoice or receipt,
our records reflect a statement issued to you on November 5, 2015.  In addition, I included a copy of the
original policy, a billing history, as well as the cancellation Declarations
page with this correspondence for your review.Mr. [redacted],
we regret your decision to cancel and are sorry to have lost you as a
customer.  We wish you the best in your
future endeavors.  If you have any
further questions or concerns, please feel free to contact me directly.  I will be happy to assist you.Sincerely,[redacted]Associate Customer Care Specialist, Customer Care Unit Personal Insurance Distribution Operations Phone: [redacted]-[redacted]-[redacted]  Fax: [redacted]-[redacted]-[redacted]Enclosures

Dear Mrs.
[redacted],This is in response to your
October 26, 2015 correspondence to the Revdex.com regarding your automobile
policy.  I appreciate the opportunity to
respond to your concerns.Please accept my apology for your
unfavorable experience.  We make every
effort to...

ensure the security of all financial transactions.  I regret if in this instance our efforts have
caused any hardship for you as it was not our intention to disappoint a valued
customer of many years.Your policy was set up on
Electronic Funds Transfer (EFT) payments until the September 14, 2015 payment
was returned as “Account Closed” by your financial institution on September 18,
2015.  We removed the EFT payment method
as a result of the returned payment, and a $25 returned payment service charge
was applied.  This charge has since been
removed as a courtesy.As part of our efforts to
ensure the security of our transactions we do require that we have authorization
from the account holder either when remitting a one-time payment or if setting
up recurring monthly EFT payments.  We
have no records of your daughter authorizing the EFT payments until October 14,
2015. At that time, our records indicate that a one-time payment of $126.42 was
authorized as well as the setting up of the EFT payments. A receipt was provided to you
when the payment was taken. However, the financial institution returned this
payment to us as “Unable to Locate”.  This
designation means there was an error with the account information
provided.  As a result, the EFT billing
could not be continued.  Because this
payment was returned as “Unable to Locate” we did not assess a returned payment
service charge.  Regarding your concern
with fees assessed, there are no returned payment or late fees applied to your
policy.  We removed the only fee
assessed.While we appreciate your
concern that we should have notified you by telephone of any issues, we do not
attempt to call every time a payment does not go through.  Our representatives who process the
transactions assume the information provided is valid and are unable to
anticipate whether or not the payment will later return as unpaid.  Regarding your
concern with your premium, your policy term is for one year and your premium
may change at renewal.  Some of the
factors that impact overall rates include the increasing costs of repairs,
medical expenses, and the frequency and severity of claims.With respect to
your unsuccessful attempt to file a claim, our customers may report claims 24
hours a day.  The difficulty you
encountered is not typical.  Please call
our claims department at [redacted] for further assistance.Although our
claims department must assist you with the filing and handling of your claim, I
would be happy to assist you further with 1) ensuring the EFT billing is set up
correctly 2) reviewing your policy for any opportunities for savings.  Although I will be out of the office until
Monday, I will assist you upon my return. 
If you prefer not to wait, please contact customer service at
800-526-1547.  Any representative will
assist.Mrs. [redacted], you
have been a valued customer for over nineteen years and we thank you for
allowing us to provide for your insurance needs. If you have any further
questions or concerns, please feel also free to contact me directly.Sincerely,[redacted]Associate Customer Care Specialist, Customer Care Unit [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does 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]