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]

Dear Ms. [redacted], This is in response to your additional correspondence to the Revdex.com regarding your homeowner policy. I regret you continue to have concerns and I appreciate the opportunity to further respond. As I mentioned on my previous response, the November 13, 2015 claim had...

no impact on your renewal premium increase. You indicated concern that your claim was not covered.  At the policy inception, we issued a new business packet to you on January 21, 2014 which included the policy provisions outlining the coverage afforded under this policy. Liberty Mutual Insurance’s policy contract with our policyholders obligates us to investigate and pay all covered losses under the policy. While we agreed to bind this policy, the provisions, limitations and exclusions of your insurance policy including your policy Declarations, determines whether or not a claim is covered.  Our claims department may be unable to anticipate at the initial reporting of a loss if there will be any payment issued until an investigation is completed. An onsite inspection of your home after the loss was reported determined your damage was not the result of any storm but rather improper installation and lack of flashing where the roof meets the siding. We had previously notified you in writing at the policy inception that faulty design, improper installation and wear and tear is specifically excluded under the policy.  Our decision not to afford coverage for this loss is consistent with what you were previously advised in writing, in accordance with the terms of your policy. Ms. [redacted], I hope I was able to provide the clarity you were looking for.  If you have further questions or concerns, please contact me directly.  I will be happy to assist you. Sincerely, [redacted] [redacted] Associate Customer Care Specialist Customer Care Unit Personal Insurance Distributions Operations [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 was made aware of this issue on 7/21/2016.  The same day I called to let you know I would be canceling my policy effective 7/28/2016.  It is unacceptable that Liberty Mutual restricted access to all my policy documents.  You restricted this access to any of my policy information/coverage/policy numbers/etc because I called to let you know I would be canceling my policies in the future.  I needed the policy information prior to my policy canceling to make sure I still had coverage, to make sure I was receiving the correct refunds, and to make sure I could provide my policy information to someone in case a claim needed to be made.  It is a terrible way to conduct business on the part of Liberty Mutual to restrict any policy information from a paying customer while the policy is still in force.  I did not verify my issues were resolved, I said at this point it does not matter that I have the policy information because it is after the policy has been canceled.  I received the mailed documents well after the policy was no longer active.  It is also terrible customer service to require someone to file a complaint the the Revdex.com and Department of Insurance before someone tries to get involved and resolve the issue.  Your customer service told me that supervisors are too busy to talk to customers and refused to put me in touch with any other department within Liberty Mutual.  There is a simple resolution to this issue and that is to change your policy of restricting access to policy information when someone calls to let you know they will be canceling their policy in the future and to have better and more helpful customer service.  It should not have to take a customer calling multiple times and filing complaints to get Liberty Mutual to take action. 
Regards,
[redacted]

Dear Mr. [redacted],   This is in response to your correspondence received through the Revdex.com on October 15, 2016 regarding your automobile policy. Please accept my apology you did not previously receive an adequate explanation regarding your renewal premium. You are a valued...

customer and we are truly sorry you had an unfavorable experience. I appreciate you taking the time to speak with me on October 20, 2016 and the opportunity to respond.   This policy initiated November 18, 2015 and recently we issued the November 18, 2016 renewal offer to you confirming the revised annual premium of $2,693.   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 some discounts that decrease over time, such as the Early Shopper discount.   As we discussed, since your vehicle struck a stationary object (in this case the garage door), your November 20, 2015 loss was considered an at fault accident and also affected your policy price.   Regarding Accident Forgiveness, at each renewal, the incidents (accidents and violations) that occurred with Liberty Mutual Insurance over the just-ended policy term will be evaluated for each of the operators listed on the policy and may be a factor in your renewal policy price. “Incidents” include non-administrative violations as well as accidents with a property damage or collision claim over $750. In addition, inexperienced operators are ineligible for Accident Forgiveness.   We also discussed the quote and policy price you received following the substitution of your vehicle on October 7, 2016. Since the November 18, 2016 renewal did not produce and issue to you until October 13, 2016, our representative was unable to provide a quote for the renewal term at the time of the change. I regret any confusion this may have caused and agree that we should have set the appropriate expectation that your premium would be changing at the expiration of your current term.   Finally, following a review of your policy, I added your father as named insured since you indicated he is a co-registered owner of the 2015 [redacted]. Since you are the only driver with regular access to the vehicle, I removed all other drivers from the policy which reduced your renewal premium from $2,693 to $2,390. In addition, we discussed removing the Better Car Replacement coverage which would further reduce your annual premium to $2,190 but you elected to maintain this coverage at this time.   Since these changes were made within fifteen days of your next scheduled Electronic Funds Transfer (EFT) withdrawal, there was no impact to your October 21, 2016 withdrawal which remained at $113.34. The $66.02 (balance related to vehicle change) due for the expiring policy term will be transferred to the 2016 renewal. This change, plus the more recent changes I completed, will result and is a revision to the November 21, 2016 withdrawal. Your new EFT payment will be $206.67 as of this date.   Mr. [redacted], thank you again for speaking with me. Again, I am truly sorry your experience was unfavorable. As a valued customer I hope I was able to answer all of your questions. If not, please contact me directly. I will be happy to assist you.   Thank you for being a Liberty Mutual customer!   Sincerely,   [redacted] [redacted] Associate Customer Care Specialist Customer Care Unit Tele: ###-###-#### 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]. Please add your rejection comments below. 
[redacted] simply requested a quote, and did not at any time request an actual policy. The charge is inaccurate. The quote was for cost comparison and this has been clearly communicated. The billing and subsequent late payment notification is invalid and unethical.    
Regards,
[redacted]

Although we understand that the consumer may not be satisfied with our response, there are no additional issues within the rebuttal to be reviewed.  If there is additional information to be considered, please forward that to us.  At this time Liberty Mutual's position remains unchanged.Thank you, [redacted]

Dear Ms. [redacted],This is in response to additional correspondence to the Revdex.com.  I appreciate the opportunity to further respond.  First, please note that Liberty Mutual does have an option for policyholders to cancel their policy online.  We cancelled this policy after we spoke with you on July 19, 2016 retroactive to July 2, 2016 which was the cancellation date you specifically requested. Second, your coverage was effective from January 16, 2016 through July 2, 2016.  The annual premium at the time of cancellation was $1,348.  Your policy was set to expire on January 16, 2017.  The balance prior to the cancellation was $681.93.  After cancellation, we credited your policy balance for the unused days of your policy term (from July 2, 2016 through January 16, 2017).  This amounted to a credit of $729 which left a credit balance of $47.07.  With my previous response, I enclosed a billing history detailing all the transactions and payments received.  The $47.07 refund amount is correct. Ms. [redacted], 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]

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 # 12108869.
[I would have accepted that I owed this amount had that been communicate to me at the time of cancellation. Due to the lack of information given to me, I was unable to make a completely informed decision regarding the cancellation process. I could've decided to cancel sooner and not had to pay nearly as much, I could've waited until the payment was drafted to cancel, or I could've possibly found a reason to stay but that was not the case and that is why I reject this response.
Regards,
[redacted]

Dear Ms. [redacted],   This is in response to your correspondence received through the Revdex.com on August 11, 2016 regarding your policies. I am truly sorry we have lost you as a customer and appreciate the opportunity to respond.   I regret that you were previously advised that...

the final payments would be deducted from your checking account.  Once a policy is cancelled, we are unable to continue the Electronic Funds Transfer (EFT) payments.  I asked the appropriate management to address what occurred as we expect all our representatives to communicate clearly to our customers and set appropriate expectations.   As a courtesy, I removed the two $5 billing fees from your policies. You will receive two refund checks of $5 for each policy.  Please allow two weeks for delivery.   Ms. [redacted], again, we are sorry to have lost you as a customer. We appreciate the time you allowed us to provide for your insurance needs and wish you the best in your future endeavors. If you have further questions or concerns, please contact me directly.  I will be happy to assist you.   Sincerely,   [redacted] [redacted] Associate Customer Care Specialist Customer Care Unit Personal Insurance Distributions Operations Tele: [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. 
 I apologize for not responding prior with a written explanation I did not see the area to write something.  I do understand that we are not your client however, your client ([redacted] Brands) is the company in which we had to file the complaint through for the initial  claim. All we are asking is for someone to respond to our inquires regarding our claim. Which is in the hands of your company Liberty Mutual.  I have sent numerous e-mails and have made numerous calls to our representative handling our claim. I am always told that he is following up with the Expert and is now waiting on a response back from [redacted] Brands. When I contact [redacted] Brands I am told that they no l longer handle the claim once its handed over to the insurance company which is Liberty Mutual. I understand you work for [redacted] Brands and its your duty to make sure all the claims are valid and worthy of being paid. We are not disputing anything that they have asked of us.  We only want someone to tell us where we are in the claim process. If additional documents/pictures are needed or an inspection of the tank is needed please let us know.
Regards,
[redacted]

Dear Revdex.com,  This is in response to your correspondence dated July 8, 2015, which was received by our Presidential Service Team that day.  According to the explanation included in the written complaint, [redacted] is upset that after completing a Liberty Mutual...

quote, an [redacted] gift code was not received as promised from the promotion.  First and foremost, we would like to apologize for any frustrations that [redacted] may have experienced during this time period. The day that this complaint was received we contacted [redacted] and expressed our apologies in the delay. An [redacted] gift code was sent directly to [redacted].Kind regards,[redacted] BlockMarketing Specialist [redacted]

Revdex.com:
during the month of December 2016 in which they claim I had a undisclosed incident specfically the 24 of December there was no claim or incident on any of the 3 cars I had insured so this statement is untrue further more if your not able to verify Ms. [redacted] driving record there could have been some type of notification  so we could look in to the situation on our end to help provide a solution. And as previously stated in the initial complaint we did not receive a notifaction of the  so called  intent to cancel our policy if so we would have dealt with this issue sooner and there would be no gap in coverage of auto insurance. The rep. who actually quoted or policy mention the right track program but we declined so I really don't know where that response came from I would really appreciate if someone actually listen to the recored call from the initial date we became a client of liberty mutual so they can hear what was really said and offered to [redacted] and what  there reperesntive of liberty mutual [redacted] told us and put in the system to provide us with a policy. Also a follow up call was made in reference to the adding the rental car coverage. Being that there discrepancy from the start of the policy I would apprciate someone looking into what I was told and what was agreed upon for us to enter a business relationship instead of people telling scripted things from a handbook I really would like someone to actually look into what was actually agreed upon  
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: AOS-248-132403-71
      LM-General Insurance Corporation/ NAIC: 0111-36447
Dear Mrs. [redacted],
This is in response to your June 30, 2015 correspondence to the Revdex.com regarding your automobile policy. I...

regret any miscommunication that may have occurred regarding the premium impact due to the address changes completed and appreciate the opportunity to respond to your concerns.
This policy initiated effective May 1, 2015 with an annual premium of $704. A $704 down payment was remitted at the policy inception. You selected pay-in-full Electronic Funds Transfer (EFT) as your preferred payment method going forward. The address as shown on the enclosed application signed by Mr. [redacted] April 19, 2015 was 4256 County W, Rhinelander, [redacted] 54501-2157. In addition, a Declarations page issued to you April 14, 2015.
You contacted our customer service department April 15, 2015 and $10,000 medical payment coverage was added to this policy effective May 1, 2015 at your request. The annual premium was adjusted from $704 to $718. A Declarations page issued to you April 15, 2015 confirming the additional coverage. The policy balance was adjusted to $14 as a result of this change. A withdrawal notification was issued to you April 29, 2015 advising a $14 withdrawal from your account would take place May 14, 2015 in accordance with the enclosed EFT agreement signed by Mr. [redacted]. The $14 payment was credited to the policy May 14, 2015 lowering the policy balance to $0.
You contacted our sales office June 4, 2015 and the address on this policy was changed to [redacted] at your request. The annual premium was adjusted from $718 to $813. An $87 pro-rata debit was applied increasing the policy balance to $87. A Declarations page was issued to you June 4, 2015 confirming the adjustment.
Since we previously notified you on April 29, 2015 that $14 would be deducted from your bank account, a $14 EFT payment was processed and credited to the policy May 14, 2015 lowering the policy balance to $73.
However, on July 1, 2015, the address on this policy was changed to [redacted] effective July 2, 2015 at your request. The annual premium was reduced from $813 to $740. A Declarations page issued to you July 1, 2015 confirming the adjustment. A $61 pro-rata credit was applied to the policy lowering the policy balance to $12. A withdrawal notification issued to you June 29, 2015 advising $73 would be deducted from your bank account on July 14, 2015; however, since the policy balance had since adjusted to $12, the deduction amount in turn would have been reduced to $12.
In your correspondence to the Revdex.com, you requested removal from the EFT billing method. Therefore, I removed this policy from EFT billing and placed this policy on pay-in-full direct billing. A $12 bill will be issued to you (by mail) July 14, 2015 due August 3, 2015 reflecting the outstanding policy balance due.
Mrs. [redacted], you are a valued customer and we hope to continue to provide for your insurance needs. A billing history is also enclosed for your review. 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
Phone: [redacted] Fax: [redacted]
Enclosures

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. 
[redacted],Thank you for your response, even though this was not what I have asked for and just a regurgitation of the Liberty Mutual “scripted call center response”.  What I asked for was a simple line item bill indicating the actual amount of the penalty. I was billed on an 11-month billing cycle, which means not only should there be a credit for the 10 days between the July 5th cancellation date and the actual 15th policy begin date, but also the fact that the payments made are over an 11-month period vs. 12-month period, effectively paying the premium ahead.  Your response seems to indicate that there was a premium owed prior to July 5th and that plus the penalty yielded a balance of $412.79 plus a $3 service charge.  This is not true, since there were credits due, as stated above.  This is a very simple request and the fact that a multi-million-dollar company cannot produce a simple line item billing statement that actually reflects basic ledger/accounting principles used by a mom and pop company or simply put in writing what the actual penalty was, can be nothing more than a cover up.As for your reference to visit the NC Department of Insurance, perhaps you should visit our fine government site to see how helpful it.  Let me save you the trouble, here it is: “This type of cancellation may be used when the policy is cancelled by you or by a premium finance company. It will generate your refund minus a penalty for canceling during the policy period. The penalty amount varies according to the total premium and the amount of time left in the policy period.”Wow, so much information to be found, hard to believe I can’t figure out what the total penalty is for cancelling early.  I must have absolutely no math skills. Since I am an honest person, I have paid my extortion money to Liberty Mutual Insurance, but I will not drop this issue until it is resolved.  I will be writing my local representatives, which I am sure will do nothing to change these wonderful laws that should be protecting the citizens of North Carolina from corporations like Liberty Mutual.   I will also be informing all the people I know, either personally or via social media, that though Liberty Mutual Insurance may have been with in their rights to extort money allowed through these laws, they refuse to provide adequate documentation to avoid embarrassment of the facts or take into consideration what kind of customer I had been over the years.  I was with Liberty Mutual for over 10 years, no accidents, no speeding tickets, and not a single claim was made by myself or anyone on the policy.  Thanks for your business- here is your penalty for being such a good driver and not costing Liberty Mutual Insurance one penny in the many years you were with us.Once again, please provide written confirmation of the total penalty accessed.
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].  
 
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 understand the process of earning between 5-30% discount thats not the issue. The issue lies with starting off at 10% and not knowing. If I would have known I would not consider the right track device. 10% is a good enough discount in my opinion.]
Regards,
[redacted]