GENTERA

Thank you for your consideration and actually picking up the phone to contact me during this complaint 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] ***

Dear Mr [redacted] ,This is in response to your February 12, correspondence to the Revdex.com regarding your flood policyI appreciate the opportunity to replyLiberty Mutual writes flood insurance through the National Flood Insurance Program (NFIP) in which we are obligated to adhere to the rules and regulations issued under the National Flood Insurance Program Act of Those rules and regulations govern how policies are rated as well as what portions of the buildings and contents are covered under the policy.As you stated, on July 25, 2016, you contacted Liberty Mutual to cancel the above flood insurance policyA Letter of Map Amendment (LOMA) was provided on July 27, showing the structure being insured on the flood policy was no longer located in a Special Flood Hazard Area (SFHA)NFIP cancellation guidelines require a signed cancellation request by the insured along with a letter from the lender advising that flood insurance is no longer required due to the structure is no longer located in a SFHA for cancellation reason code The signed cancellation request and lender letter were not received until October 20, The policy renewal processed for the 2016-policy term on September 6, Per NFIP Cancellation guidelines, the policy was not eligible to be cancelled as the effective date of the LOMA (June 27, 2016) was more than days prior to the current policy term (September 1, 2016- September 1, 2017) effective date.On February 2, 2017, we advised you the current policy could be rewritten into the Preferred Risk Program (PRP)The policy was then cancelled and rewritten to the PRP ( [redacted] ) on February 2, at your requestOn February 13, 2017, a $refund was mailed to you at [redacted] ***.Mr [redacted] , thank you for reaching out I enclosed copies of the manual sections referenced in my response for your recordsIf you have any additional questions, please feel free to contact me directly.Sincerely, [redacted] Associate Customer Care UnitCustomer Care Specialist [redacted] [redacted] Enclosures

Dear Mr [redacted] , This is in response to your additional correspondence to the Revdex.com regarding your automobile policyI am sorry to hear of your continued concern and appreciate the opportunity to respondI truly appreciate your kind words and am grateful I was able to assist you with obtaining a more favorable renewal premiumHowever, I regret we are unable to provide the resolution you are seeking as there is no flexibility with respect to the premium we chargeWe are unable to offer Accident Forgiveness if a customer is ineligibleWhile the rating rules relevant to your policy are not included in your policy contract, we acknowledge that all our representatives should provide accurate information and have addressed your service experience with the appropriate management Please know that it was never our intention to disappoint a valued customerHowever, as I explained in my prior response, your own driving history is only a portion of the information used to determine premium, there are multiple other factors consideredTo set the appropriate expectation regarding any adjustments to your premium, we issue our renewal offer at least one month in advance of the renewal dateMr [redacted] , thank you again for reaching outIf you have further questions or concerns, please contact me directlyI will be happy to assist youSincerely, [redacted] ***Customer Care SpecialistCustomer Care UnitTele: ###-###-####Fax: ###-###-####

RE: [redacted] [redacted] [redacted] [redacted] Dear Ms [redacted] , This is in response to your most recent correspondence to the Revdex.comIt was a pleasure to speak with you on December 1, I appreciate the opportunity to further respond and to summarize our recent telephone conversation After receiving the documents you provided, I presented the information to the sales manager for reviewHe recommended that a courtesy credit be issued to your home policy to cover the remaining balance of $As we discussed, I completed the credit request on December 1, and confirmed the $posted to the policy on December 6, The balance due is now zeroMs [redacted] , thank you for contacting us and for allowing us the opportunity to further review your request to reach this favorable outcomeAs always, please reach out to me directly if you have any additional concerns Sincerely, [redacted] Associate Customer Care SpecialistCustomer Care UnitPhone: [redacted]

Dear Ms [redacted] ,This is in response to your November 25, letter to the Revdex.com regarding your automobile policyI have attempted to contact you by telephone, but have been unsuccessful in reaching you.Please accept my apology for the difficulty you have encountered with successfully cancelling this policyI regret any inconvenience this matter has caused.On December 1, 2016, I contacted your new carrier and requested that they fax the required Notice of Transfer of Insurer to me directlyThis was received and the cancellation date is being updated to September 23, 2016, the same day you obtained alternate coverageSince the policy previously cancelled for non-payment, we are in the process of correcting this by reinstating the policy and applying the appropriate cancellation dateHowever, this is a multi-step process and may take up to business days to updateOnce complete, your balance due will be adjusted to zeroMs [redacted] , thank you for reaching outWe are sorry to have lost you as a customerIf you have any further questions or concerns, please contact me directly I will be happy to assist you.Sincerely, [redacted] Associate Customer Care SpecialistCustomer Care Unitphone: [redacted]

Our records indicate that we have explained to you that the medical information on file does not support disability prior to July 27, Mr [redacted] , Manager, attempted to reach you by telephone on August 30, to discuss your claimOur records indicate that you have spoken with Liberty staff member including management multiple times and that you have been kept apprised of the status of your claimAny questions regarding the period of disability prior to July should be directed to Mr [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] Their advertising is misleading! All insurance that I have reviewed has the same products as LMThey infer in their commercials that certain features are included which is falseI was not told upfront that my rates would increase after the first yearThey had our driving history, why wait a year to increase the ratesThey knew that they would not get the business if they did 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 provided all supporting Docfrom my physician staffI am not working for the previous employer, and therefore the treatment I get Regards, [redacted] ***

Dear Mr [redacted] , This is in response to the January 26, correspondence to the Revdex.com regarding your previous automobile policyI have been asked to respond and I appreciate the opportunity I regret any inconvenience this matter has caused you Our records indicate you initially contacted us May 13, and June 18, in order to obtain quotes for transferring your insurance from New York to Michigan At that time, you declined to initiate a Michigan policy with Liberty Mutual Insurance Our representative advised you of the plate return requirements and ensured you were advised that there may be possible fines if the license plates are not returned prior to the policy cancellation Any fee or fine assessed by the New York Department of Motor Vehicles (NY DMV) is entirely at their discretion I am pleased they did not assess a fine in this case.Since we were not notified you obtained alternate coverage, this policy remained active and the billing continued After consecutive bills issued to you May 18, and June 18, remained unpaid, a cancellation notice issued to you July 13, advising a minimum payment of $was required prior to August 2, to prevent cancellation of this policy No payment was remitted and this policy cancelled effective August 2, for non-payment of premium After cancellation, a $bill issued to you August 10, due August 30, reflecting premium due for coverage provided through the August 2, cancellation date You contacted our sales office August 18, when you advised that you obtained other insurance effective July 1, This policy was reinstated and you were again advised about the plate return requirements for the state of New York and that the plates must be turned in prior to the cancellation of the policy In addition, physical damage coverage was removed from the vehicles and the annual premium was adjusted from $1,to $ When we did not hear from you regarding the plate return, our service representative contacted you September 29, to inquire if the plates had been returned You advised they had and together we initiated a conference call with the NY DMV to confirm the date the plates were returned They confirmed the plates for the Honda were surrendered September 8, Our representative offered to backdate the cancellation to July 1, and issue a PS-613, which describes the impact of cancelling a policy in NY without returning the plates first You declined to make any changes at that time and the policy remained in force and billing continued.As the bills issued to you remained unpaid, another cancellation notice issued to you November 11, advising a minimum payment of $was required prior to December 1, to prevent cancellation However, you contacted our sales office November 17, and advised you were going to contact the NY DMV and request a copy of the FS-showing the date the license plates for both vehicles were surrendered This information would allow us to backdate the cancellation appropriately.Neither the prior information was received nor was a payment remitted; therefore, this policy cancelled for non-payment effective December 1, A $bill issued to you December 8, due December 28, for the residual balance owed for coverage afforded through the 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] ( [redacted] ), which is how all unpaid balances on cancelled policies are managed at Liberty Mutual On January 25, 2016, we received notification from you that the license plates for both vehicles had been returned and our representative initiated the process to cancel We agreed to cancel retroactive to July 1, as you obtained alternate coverage effective that date and understood the repercussions of cancelling insurance on a vehicle registered in New York State The cancellation date for this policy has been adjusted to July 1, and the balance remaining has been adjusted to $which reflects the premium owed to pay the policy through the July 1, cancellation date A final bill issued to you January 29, due February 18, and I mailed a copy to your Michigan address under separate cover [redacted] has been updated and Liberty Mutual did not report to any credit bureau A billing history is enclosed for your review Mr [redacted] , I thank you again for reaching out with your questions and comments I hope that I have answered all of your questions today If not, please feel free to contact me directly at [redacted] or by email at [redacted] and I will be more than happy to assist you.Sincerely, [redacted] ***Associate Customer Care SpecialistCustomer Care UnitPersonal Insurance Distributions OperationsTele: [redacted] Fax: [redacted] Enclosure

Dear Mr [redacted] , This is in response to your January 20, correspondence to the Revdex.com Please accept my apology your service experience has been unfavorable I regret any miscommunication that occurred regarding the cancellation of your policy, but am happy to answer your questions in the hopes of providing you with the clarity you are looking for.First, I would like to provide a little background regarding your concern with the balance due after cancellation Your tenant policy initiated on August 16, with an annual premium of $ You elected Electronic Funds Transfer (EFT) as your preferred billing method, with your first payment scheduled September 16, Our records reflect that we received an email from you on August 26, stating that you wanted to cancel this policy However, we responded to your email and asked that you contact Liberty Mutual via telephone to request cancellation On August 27, 2015, we received another email from you which indicated that you preferred not to speak to anyone and just wanted to have the policy cancelled Since this email did not stipulate an effective date of cancellation, we emailed you requesting the effective date of cancellation, along with your updated mailing address if applicable I regret at this time your policy was not removed from EFT billing.Since we did not receive a reply to the emails, the policy remained active After consecutive payments were returned by your financial institution unpaid, a cancellation notice issued to you on October 22, advising payment of $was required prior to November 26, to prevent cancellation Since no payment was received, the policy cancelled effective November 26, for non-payment of premium After cancellation, a $bill issued to you December 2, due December 22, 2015.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] ( [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.Upon receipt of your correspondence, a member of my team reached out to you on January 21, and confirmed that the policy should have been cancelled effective August 25, As you requested, the cancellation date was amended and your mailing address was updated After the amended cancellation date, a $final bill issued to you January 21, due February 10, [redacted] was notified of this adjustment and there was no adverse credit reporting as a result of the prior collection activity This policy included Identity Fraud Expense coverage The premium for this coverage was a flat charge of $which is not refundable if the policy is cancelled midterm The amount owed would include $for coverage provided from August 16, through August 25, plus the $for Identity Fraud We received a payment of $on August 15, 2015; therefore, the remaining balance due after cancellation is $Mr [redacted] , we are truly sorry to have lost you as a customer, but we thank you for contacting us with your billing concernsI hope that I have answered all of your questions 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 UnitPersonal Insurance Distribution OperationsPhone: [redacted] Fax: [redacted]

Dear Mr [redacted] , This is in response to your February 24, correspondence to the Revdex.comI am truly sorry you had an unfavorable experienceWhile we are unable to issue a refund for past premium paid or provide the letter you requested, I hope to provide the clarity you are looking for First, I would like to provide a little backgroundThe policy insuring your home on [redacted] initiated effective September 15, Our records indicate a mailing address was added effective the September 15, renewal; however, we were not advised you required a long-term rental (landlord) policy or that your insurance needs were changed by the addition of the mailing addressWe do not automatically rewrite a customer’s policy without their specific direction as it requires cancellation of the existing policy and implementation of a new policy Although we implemented a second policy for your [redacted] property effective August 18, 2016, we have no record that you required the initial home policy to be rewritten until recently Regarding your request for reimbursement, we would not retroactively rewrite or reimburse you as coverage was afforded under this policyWe paid out a $2,loss under this policy and you continued to file claims for losses, most recently for the loss that occurred on August 23, Insurance companies used a shared database to access and use prior loss information in the underwriting processAs a participant in this shared database, we report all claims related information, even the losses with zero payment issuedWe are unable to determine how another carrier may use this information to determine premiumIn addition, there is no universal rate charged by all insurersObtaining a lower quote from another insurer is not an indication you have been overcharged In summary, please understand that we expect you to notify us when changes are requiredIf you would like a quote to rewrite the [redacted] policy to a landlord policy going forward, please contact me and I will coordinate this for you Mr [redacted] , you are a valued customerAgain, I am sorry you had an unfavorable experience and regret that I am unable to provide the outcome you desiredI hope you decide to remain with usIf 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]

The accident occurred on 1/7/and yes we are closed over the weekend so the adjusters received the claim on 1/9/and made contact immediatelyWe have reviewed the steps needed for medical treatment and payment, have placed Mr [redacted] in a rental vehicle and we are working with Mr [redacted] and his preferred shop to get an estimate of his damages to then complete repairs on the vehicleWe will continue to work with Mr [redacted] on settlement for all aspects of the claimIf anything else is needed my direct phone number is [redacted] .Thank You, [redacted] Auto Team Manager

Dear Ms [redacted] ,This is in response to your additional correspondence to the Revdex.com regarding your homeowner policyI regret my previous response did not meet your expectations.Regarding your concern with your premium change at renewal, 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.Additionally, there are some discounts that decrease over time on your homeowner policy The Early Shopper, New Roof and Recent Home Buyer discounts were applicable to your homeowner policy and gradually decrease at each renewal Another factor is the dwelling coverage increased upon renewal In 2015, you carried $217,in dwelling coverage which was increased to $218,due to the optional Inflation Protection endorsement included on your policyThis endorsement automatically adjusts your dwelling amount, if needed, at each renewal in anticipation of any expected changes in the cost to repair your house as construction and labor costs increaseHowever, you also receive a credit on your policy with this endorsement.Regarding the paperless documents, at the policy inception you elected to sign your policy documents electronically Included in the policy documents was the Paperless Policy Terms and Conditions (T&C) I attached a copy of the signed T&C for your review.Since you indicated concern about receiving our promotional offers, I added you to our no contact list[SJ1] You may receive additional correspondence from us that has been pre-scheduled; however, the offers should ceaseAs I mentioned in my previous response, we are unable to pro-rate your refund based on the premium as the rate is guaranteed for one year and may change at renewal.Ms [redacted] , we are sorry to have lost you as a customer If you have further questions or concerns, please contact me directly I will be happy to assist you.Sincerely, [redacted] ***Associate Customer Care SpecialistCustomer Care UnitPersonal Insurance Distributions OperationsTele: [redacted] Fax: [redacted] Attachment

This is in response to Ref # [redacted] Due to the sensitivity and confidentiality of the response materials, we are sending Ms [redacted] a separate response via [redacted] that we believe will address her concerns

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] [redacted] has not contacted me She has not even followed up with my witnesses as she stated she would She didn't do her due diligence in regards to this case to get the complete information [redacted] didn't call me, because I have voice mail capabilities on my phone, as well as a call log and she didn't leave a message or contact me via email Had she contacted me I could have provided her my new address as I have moved So I didn't receive any letter of denial from her either Furthermore how can you deny something where she didn't follow up on all aspect of the caseThis is extremely frustrating and very unprofessional of liberty mutual As [redacted] stated in the letter the last email correspondence was 1/11/which is incorrect I emailed [redacted] on 1/13/and still didn't receive any response Please provide time stamped information showing the email that she sent me Please also provide time stamped information showing she called me on 3/28/ This company is trying to get of paying a claim that they are legitimately liable forI have provided [redacted] with so much information that she has neglected to mention in the responsePlease pull all calls Regards, [redacted]

Dear Mrs [redacted] ,This is in response to your additional correspondence to the Revdex.com I have been asked to further respondWhile 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 availableMrs [redacted] , I appreciate for your feedback and regret I am unable to expedite this process for youSincerely, [redacted] Associate Customer Care SpecialistCustomer Care Unit Personal Insurance Distribution Operations Phone: [redacted] Fax: [redacted]

Liberty Mutual provided a response directly to the NY Department of Insurance in response to this complaint

April 12, Revdex.com serving Eastern Massachusetts, Maine, Rhode Island and Vermont RE: Complaint #: [redacted] Homeowner’s Policy Liberty Insurance Corporation: NAIC [redacted] Dear Revdex.com: Thank you for sending your inquiry regarding the above referenced policy This confirms that the policy was cancelled effective April 1, A cancellation notice was sent on February 11, The customer asks for a full premium refund of $1,However, this was the premium for the full one-year termAs the policy was in effect from August 21, to April 1, 2016, we refunded the unearned premium (April 2, to August 21, 2016)The customer only paid for the number of days (out of the full policy year) that the policy was in effect I hope this information provides clarity regarding our decision and the premium refund Sincerely, [redacted] **Compliance Analyst

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] ***

I am writing today in response to the complaint from [redacted] , which was received by our Presidential Service Team According to the explanation included in the complaint, the policy holder was not aware of the outstanding balances on both the vehicle and property policies Please know that we take our responsibility to our customer very seriouslySo thank you for bringing this matter to our attention The property policy was cancelled effective September 26, per the policyholder’s requestThis policy was paid through September 3, The outstanding balance of $is for the coverage provided from September to September The vehicle policy was cancelled effective September 26, per the policyholder’s requestThis policy was also paid through September 3, For the period from September to September has a balance of $ The remaining forwarded balance was forwarded to a third-party collections vendor, [redacted] ( [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 [redacted] manages unpaid balances on cancelled policies and therefore would handle any payment arrangements You may contact them at ###-###-#### Their hours are Monday through Friday from 5:a.m – 9:p.mand Saturday from 6:a.m– 2:p.mPacific Time On behalf of Liberty Mutual, I would like to apologize for any frustration we may have caused Mr [redacted]