GENTERA

We have reviewed the customer’s complaint, and I appreciate the opportunity to respondPlease accept my apologies for us initially applying the payment to the wrong policyThis was our error, and I am truly sorry that this caused confusion on the accountThe payment of $was misapplied on 11/19/17, and on 01/05/18, the charge was refunded to the credit card upon notification that the payment was applied to the incorrect policyPer customer’s request, we cancelled the policy effective 11/30/17, with a balance of $due on 12/21/Payment was not made within days of the due date, so the account was sent to Collections on 01/10/We received payment of $on 01/17/18, wrote off the $difference, and there is no longer a balance owed [redacted] was notified of this adjustment and there has been no adverse credit reporting as a result of the prior collection activityPer my conversation with [redacted] on 01/25/18, the account has been cleared from their records To address customer’s concerns regarding discourteous treatment from our service representative, I sincerely apologize that the customer was disrespected in any wayThere is never an acceptable reason for poor customer serviceWe appreciate the willingness to share your experience as it is helpful in identifying areas where we are not consistently meeting our service standards or our customers’ expectations

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 stopped payment because we believed our insurance policy had ended on March 2nd, as we were told by the Liberty Mutual agent we canceled with over the phoneOur new insurance company took over on March 3rd and charged us accordinglyWe discovered Liberty Mutual had also charged us on the 2nd, days after canceling our policy? I do not understand why Liberty Mutual is charging us in arrears? Liberty Mutual gave us the option to choose when to make our payments, so we chose the 30th of every monthWe did not realize this would mean we would be paying for our insurance in arrears? I was not aware car insurance payments could be made after the factWhy was this information not explained to us by the agent we canceled with? The dates given to me by the last agents I spoke with ( [redacted] / [redacted] ) do not match the dates payments were made on my bank statementsI would appreciate to see the documents that show when our payments were made, that shows we still owe a payment, and match them to our bank statementsI believe some communication from Liberty Mutual with their customers, which we have received none outside of a [redacted] notice in the mail, would have extremely helped resolve this situation sooner! Unfortunately, the only communication we have received was telling us we owe money, without showing how or why we still owe money, or providing proof of why we still owe money, by an extremely rude woman named [redacted] ! Please provide a list of payments we made towards our policy that proves we still owe a payment after canceling our policyIf the dates match the dates shown on my bank statements, I will gladly pay what is owed Regards, [redacted]

The above claim was received into our office on September 15, Contact attempts were made on 9/17/and 09/24/ A contact letter was mail to the claimant on 09/24/A statement was taken from the claimant on October 06, wherein the claimant states that she was getting lunch with her coworkers and walked to the restroom While exiting the restroom she slipped on a rug and alleged that there was water underneath it After attempts to contact the insured to collect documents, an investigator was assigned and claimant was made aware The final report came in and claimant was contacted and made aware of the possible denial on 01/21/ At that point the claimant provided additional information The last email correspondence with the claimant was on 01/11/ A voicemail was received and responded to on 03/28/and claimant did not answer the phone A denial letter was sent the same day All contact attempts by the claimant were responded to with a phone call or an email response Tell us why here

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] Thank you for the response, but please note that we are still misaligned on what transpiredIn your reply, you state that "During the previous policy periods several coverage changes occured, at the policholders requestThese changes cause the policy premium to change each time." There are only two level of coverages that I had requested during the years that this RV had coverage with Liberty Mutual Storage and Basic Coverage If there were other levels of coverages place on the policy, they were not requested by me and either were "coding" errors on the "manual" policy or other errors Please check the notes on the account when I placed calls to either place the RV in storage or remove from storage You should find that I always requested the same two coverage levels: Storage (months / year)The yearly rate started at $203/year in and was $239/year in The increase of 17% during a year span seemed reasonable to meBasic Coverage (month / year) This coverage configuration was set up in August and I never requested to change its configuration It started at $1250/year and fluctuated $6K, $2K, $4k, A 5000% increase in premium is not logical! I had no driving tickets, no claims, plus my auto insurance during all this period was steady The only logical explication stated by several of your employees was that there were "coding" errorsA simple math would show that my yearly premium for months in storage and month of Basic Coverage should be $342/year ($for months of storage + $for one month of Basic Coverage) That is assuming that both my Storage and Basic Coverages increased by 17% I your last email you state that for a year span from to 2017, I owe over $is not justifiableOn top of it, I was on a monthly pay plan and I have bank statements showing that just in months from August to October, I was charged over $just in months, when during a whole year, I was supposed to be around $as stated above 10/05/E Withdrawal LIBERTY MUTUAL - PAYMENT $ 09/06/E Withdrawal LIBERTY MUTUAL - PAYMENT $ 08/04/E Withdrawal LIBERTY MUTUAL - PAYMENT $ As stated for over months now, looking over the history of overcharges on this policy, Liberty Mutual owes me $ I would like to retrieve the amount of money that I was overcharged due to LM errorsRegards, [redacted] ***

Your concerns have been forwarded to the Presidential Service TeamSince my team responds to customers on behalf of our corporate office and company executives, I have been asked to replyI appreciate the opportunity to respond and hope to provide the clarity you are looking for.Liberty Mutual relies on several criteria to determine the premium for individual consumersWe use no single criterion to determine a price; and only use statistically supported criteria that insurance regulators permitLiberty Mutual practices provide for competitive prices that are closely aligned with the level of risk.There are many factors that are considered when determining the premium for a policyLiberty Mutual Insurance has been committed to providing quality insurance for over one hundred yearsWe are one of the largest property and casualty insurers in the United States.I see the information from June A renewal packet was sent out in September both years and In August 2017, [redacted] contacted the call center and it was explained that the rates were not availableWhile we value you as a customer since 2011, we are unable to comply with your request for a retroactive refund or adjustment We are unable to make coverage changes retroactive to prior policy termsWe appreciate your long tenure with Liberty MutualYour premium appropriately reflects your risk profileI apologize I am unable to adjust your premium unless you we implement coverage changes

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]

RE: Personal Automobile Policy: [redacted] Liberty County Mutual Insurance Company/NAIC: [redacted] Dear Ms***, This is in response to your July 26, correspondence to the Revdex.comI appreciate the opportunity to respond and hope to provide the clarity you are looking for.To explain the balance due, I will provide a little backgroundYour automobile policy was created on April 10, and subsequently renewed most recently on April 10, Two bills were issued, dated May 1, and May 30, 2017, prior to the request for cancellation during your phone call on June 5, Regarding your communication, we received a call from you on March 31, asking to move the bill date to the 30th of the month This did result in extending the payment due date to May 21, 2017, two months later, since the issuance of the first bill was May 1, 2017, since the 30th of April fell on a SundayThe delay of the bill, at your request, does not negate your responsibility to pay for premium due for coverage afforded.Additionally, we did not receive any communication from you on May 17, as you indicateA final bill issued on June 5, due June 25, for coverage afforded through the June 5, cancellation date As we did not receive your final payment within 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 MutualI 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, the billing fees have been removed Thereby, reducing the balance due from $to $152.In summary, your policy was active for just shy of two months (April 10, through June 5, 2017); yet, we received no paymentThe $balance remains due I have enclosed a billing history for your review.Ms***, thank you for contacting usI hope your questions have been answered todayIf not, and you have additional unaddressed concerns, 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]

May 11, Revdex.com of Eastern MA, ME, RI, & VT [redacted] Re: Insured: [redacted] Revdex.com Complaint Number: [redacted] Complainant: [redacted] Policy Number: [redacted] Type of Coverage: Individual Extra Value Whole Life Insurance Underwriting Company Name: Liberty Life Assurance Company of Boston NAIC#: [redacted] Dear Sir or Madam: I am writing in response to the complaint filed with the Revdex.com on April 29, by [redacted] *** In your letter, you requested that Liberty Life Assurance Company of Boston (“Liberty Life”) respond to all of Ms***’s concerns Ms [redacted] states that Liberty Mutual has refused to provide her with information regarding numerous policiesMs [redacted] previously complained to Liberty Life and the California Department of Insurance Liberty Life responded to those concerns on April 11, and our position has not changed I have attached a copy of the letter sent to Ms [redacted] in response to her concerns Should you have any questions, please do not hesitate to contact us at the address below Sincerely, [redacted] **Manager, Regulatory Compliance Liberty Life Assurance Company of Boston [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 very well knows and have accepted the fact that they made an error or mailing the check to the wrong address They also have an affidavit with my signature that proves that the check was not cashed by me Yet they want me to wait to get my refund back They very well know that the bank will if not already refund them their funds I do not understand why I have to wait for their errorI was supposed to pay my escrow with that refund check They are not going to wait and if I would have not paid liberty mutual my premium on time they would have cancelled my policy But if they make an error yet the customer has to suffer How is this fair I do not understand how a business gets away with not correcting their error and asking customer to wait and follow their policy of fixing their error I followed their policy while I was their customer and I expect them to accept their responsibility of refunding me in a timely fashion I should not have to wait even a month let alone 6-months Regards, [redacted]

This is in response to the Revdex.com complaint [redacted] received February 3, 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 lossWe are disappointed to hear of the unfavorable service experience as it is our goal to make all transactions as smooth and easy as possibleOur representatives are expected to be responsive and to reply promptly to correspondence receivedFeedback has been provided so we may review what we could have done differently to ensure you had a positive experience January 22, Mr [redacted] contacted our customer service departmentHe stated the vehicles are now registered to himIn 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 outIf not, or if you have any further questions, please feel free to contact me directlyI will be more than happy to assist you

Dear Mr [redacted] , This is in response to your additional correspondence to the Revdex.com regarding the above referenced automobile policyI appreciate the opportunity to further respondAs we discussed, we randomly record incoming calls to our sales and customer service departmentsIf a transaction is recorded, the recording is retained for a limited time for quality assuranceA recording from November 12, would no longer be availableIn addition, our records do not reflect you were advised that coverage would extend beyond was is stated in the policy provisionsTherefore, since coverage was provided as stated and claims were paid on your behalf, we are unable to refund past premiumOur records reflect a $payment was received August 20, and the balance due adjusted to zeroMr [redacted] , we regret our response is not more favorable and wish you the best in your future endeavorsIf you have additional questions or concerns, please feel free to contact me directly and I will be happy to assist youSincerely, [redacted] Senior Customer Care SpecialistCustomer Care Unit [redacted]

RE: Personal Automobile Policy: [redacted] LM- [redacted] / NAIC: [redacted] Dear Mr***, This is in response to your July 6, correspondence to the Revdex.com regarding the above referenced policyIt was a pleasure speaking with you today and I appreciate the opportunity to respond to your concernsI regret the circumstances that prompted your correspondence This policy initiated effective January 6, and cancelled effective February 25, for non-payment of premium After cancellation, a $bill was issued March 3, due March 23, reflecting premium due for coverage provided through the February 25, cancellation dateNo payment was remitted and the $balance was referred to collections April 13, Liberty Mutual Insurance uses a third party vendor, Credit Collection Services (C.C.S.), to secure past due premium owed for cancelled policiesPolicyholders are referred to C.C.Swhen their policy has cancelled and the balance is not paid within days after the final bill due date However, you contacted our customer service department June 8, and upon review of the documentation you provided to Liberty Mutual Insurance, this policy was cancelled retroactive to the January 6, policy inception dateThe balance due was adjusted to zero and C.C.Swas notified of the adjustmentThere was no adverse credit reporting as a result of the previous collection activity Mr***, 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

(Please see full letter attached) To whom it may concern: This letter is in response to the above complaint filed by [redacted] captioned abovePlease be advised that Liberty Mutual’s first notice of this potential claim came from the Revdex.com complaint filed by Ms** Upon notification, a claim was established on 1/11/under our policy holder’s general liability policy bearing claim number [redacted] and assigned to [redacted] in our [redacted] location On 1/12/Ms [redacted] started her investigation into this matter and attempted to contact Ms [redacted] by phone but was not able to reach her A letter has been sent to make contact with Ms** Additional investigation of this claim is underway If you need any further information that will assist in your review of this complaint, please do not hesitate to contact our officeSincerely, [redacted] , CPCU, AIC, SCLA, API, AIM Claims Manager, CI Claims Services ( [redacted]

Dear Mr [redacted] ,This is in response to your December 20, correspondence to the Revdex.com.We are truly sorry your experience was unfavorableHowever, there was no misinformation provided at the time of your callOur records show that you called on December 13, and at this time we advised you correctly that there was no outstanding bill owedWe were not aware the $down payment for your Florida tenant policy would be returned unpaid the following dayDue to the unsuccessful payment, this policy was removed from monthly Electronic Funds Transfer (EFT) payments and the billing method changed to direct billA $returned payment fee was appliedIn addition, a cancellation notice issued to you on December 14, advising that $($+ $25) was due prior to December 29, to avoid cancellation Thank you for your $payment received December 20, As a courtesy, I waived the $returned payment feeYour policy is no longer pending cancellationI included a billing history showing the payment received and remaining balance owed which will be paid in installmentsAs I referenced earlier, the billing method was changed to direct billWith direct bill, the payment amounts are higher since each bill will issue for a minimum amount of $with the exception of the final billIn addition, fewer bills issue to allow time for mailingInstead of eleven remaining payments with EFT, there were now only eight payments with direct billYour next $bill will issue on January 7, due January 29, Regarding your request for a list of your policies, you currently have a Maryland automobile policy Maryland and Florida tenant policies are also in forceI mailed Declarations pages for each policy to you under separate cover which lists the policy numbersPlease let us know if you plan to register your vehicle in Florida so we may ensure a Florida automobile policy is writtenYou do not have a specific agent assignedServicing of customers is exclusively handled by our centralized call centers and the first available agent will assist you seven days a week at ( [redacted] Mr [redacted] , I hope that I have answered all your questions todayAgain, I am sorry your experience has been unfavorable as it is always our goal to provide our customers with exceptional serviceSincerely, [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] Please add your rejection comments below Liberty Mutual did not notify me of cancelation of the policy We had to emergently get another homeowners policy which cost us double the premium Regards, [redacted]

At this time all claim made by MsWagner against our customer [redacted] Brands Inc., have been resolved, paid and closed Sincerely, [redacted] ***Claims Team Manager

August 18, Re: Revdex.com Number: [redacted] NAIC Number: [redacted] Underwriting Company: [redacted] Insurance Company Line of Coverage: Personal Automobile Policy Please accept this letter in response to your inquiry dated June 5, 2017, which was received by our Presidential Service Team Liberty Mutual Insurance apologizes for any confusion we would have caused our customer in regards to his personal automobile insurance policyThis policy was thoroughly reviewed by a SrCustomer Advocate, below are our findings: Our customer created an online quote for a personal automobile insurance policy on March 20, This quote was created and the Right-Track discount was added to the quote Our customer then called in on March 23, to have the quote that was created online, bound by an agent of Liberty Mutual Insurance This quote was completed with an effective date of April 29, At the time our customer paid the policy in full for the 2017-term On April 25, Liberty Mutual Insurance received the Terms and Conditions of the Right-Track program and our customer declined the program by electronically signing the form needed to opt him out of the program In doing this, the initial discount was removed and our customer received and additional charge of $to his policy On August 7, Liberty Mutual spoke to our customer in regards to the increase in the annual premium and the removal of the Right-Track discount During this conversation, our customer advised he would like to add the discount back onto the policy, and Liberty Mutual Insurance added it at that timeDue to the change in policy our customer received a pro-rated credit of $and was sent a new Terms and Conditions form, which he singed At this time our customer’s personal automobile policy has the Right-Track discount added and the devices will be distributed for use If you have any questions, please contact me Very Respectfully, [redacted] Senior Customer Advocate [redacted]

Dear Mr***, This is in response to your January 18, correspondence to the Revdex.com regarding your recent billing questions on your auto policyI am truly sorry to hear you decided to cancel your policyHowever, the balance owed is appropriate and unable to be waivedWith that said, I appreciate the opportunity to respond and hope to provide the clarity you are looking for.On December 29, 2016, your auto policy renewed, and was later cancelled at your request on January 14, Following your policy cancellation, a $bill was sent to you on January 16, This bill is due on February 5, and reflects only what you owe on your policy between its renewal and cancellation datesWhen your policy was first established, you may recall receiving a new business packet, which outlined some information on policy cancellations, including money owed after cancellationThis information was also included with your most recent renewal packet issued to you November 22, It states that if a customer cancels a policy mid-term, there is a “short-rate provision,” or penalty, applied to the balance owed:If the named insured or a premium finance company cancels this policy, the premium owed or premium refund due will be calculated according to the short rate provisions contained in our manualsIf we cancel this policy, any premium owed or premium refund will be calculated on a pro-rata basisAdditionally, you indicate in your correspondence that you were under the impression if you did not renew, the policy would not continueThe policy automatically renews unless we are notified you do not wish to continue the policyOur records show a renewal packet was mailed to you on November 22, with the December 29, renewal information and we were not notified of your intent to cancel until January 13, 2017.In summary, the policy was active from December 29, through January 14, and no payment was receivedIn addition, the short-rate was applied in accordance with your policy provisions and the $balance remains dueI attached a billing history for your review.If you obtained coverage with another carrier prior to January 14, 2017, please send me a copy of your Declarations page by facsimile to [redacted] Upon receipt, I will amend the cancellation date to reflect the inception date of your new policy and the balance due would be adjusted accordinglyMr***, we are sorry to have lost you as a customer, but appreciate the time you allowed us to provide for your insurance needsI hope all your questions have been answered todayHowever, 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 UnitPhone: [redacted] Attachment

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 will not accept the fact that Liberty Mutual staff made numerious mistakes and broke contracting law when they made changes to our/their contract without my approval Any changes to a document requires my approval, and my approval was never received I am going out of town and will not be back until May 4, sometime in the afternoon [redacted] Regards, [redacted]

RE: Personal Automobile Policy: [redacted] LM Insurance Corporation/NAIC: [redacted] Dear Mr [redacted] ,This is in response to your May 16, correspondence to the Revdex.com regarding your automobile policyI appreciate the opportunity to reply.This policy initiated May 15, 2013, subsequently renewing each year, most recently May 15, Since policy inception the policy listed you and Ms [redacted] as Named Insureds, meaning they co-own the policies and the vehicle(s) are registered in one or both of your namesOnly Named Insureds are listed on identification cards and are responsible for the insurance contractAdditionally, you and Ms [redacted] were the only operators using the vehicles since the policy beganWe rely on our customers to provide accurate information regarding the vehicles being insured and operators in the householdOn May 13, 2017, the new vehicle was added to the policy and was stated to be registered to you, Mr [redacted] , on the call when it was addedIn accordance with our implemented procedure, vehicle ownership is verified with the named insured at policy inception and with any vehicle additions or substitutions Therefore, on May 14, 2017, when you contacted our customer service department to add your son to the policy, you advised that he lives in the home and the vehicle is solely registered to him Per our policy provisions filed with the North Carolina Department of Insurance (NC DOI), a new policy must be written if a vehicle is solely written in a child’s nameAdditionally, we had no knowledge of your son residing in the home prior to this conversation as he should have been either added to the policy or verified that he had coverage elsewhere as a licensed household memberBased on the information provided about implementing a separate policy to correctly reflect the vehicle ownership, your son and his vehicle were not added to the policy and the policy was credited appropriately.The information you received from the North Carolina Division of Motor Vehicles is separate from what we filed with the NC DOIAlthough we partner to assist NC drivers to be appropriately insured, registered, and licensed, we specialize in different aspects of automobile ownership and they cannot speak as experts in insurance policies and provisions.Regarding the accusation that we took monies fraudulently, our records indicate this is unfounded and inaccurateAs you stated in your complaint, you intentionally made both payments mentioned – November 7, and May 14, Once you removed your son and his vehicle, the credit card payment was reversed on May 16, 2017, two days later You elected the pay-in-two billing method at policy inceptionThe remaining balance due will be billed on October 15, per the pay-in-two billing cycle.Mr [redacted] , I have included a copy of the current year’s billing history for your reviewIf you have further questions, please contact me directly and I will be happy to assist you.Sincerely, [redacted] Associate Customer Care SpecialistCustomer Care UnitPhone: [redacted] Fax: [redacted]