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Dear Mr [redacted] ,This is in response to your additional correspondence to the Revdex.com I appreciate the opportunity to further respond.We are truly sorry about your unfavorable experience with the [redacted] program and assure you that we have asked the appropriate management to address what occurred However, we provided advance notification prior to the June 23, scheduled effective date of this policy of the premium impact if you did not elect to participate in this program and your premium was adjusted accordingly.As a valued customer, we appreciate you choosing us as your insurer and we want you to have the lowest premium possible However, please understand that we are unable to apply a discount if you are not eligibleOur customers may qualify for additional discounts over time For example, you and Ms [redacted] are eligible for a discount if you both complete a state-approved Defensive Driving Course (online courses are accepted if approved by the state) which would result in an $annual premium savings once we are verbally notified of the completion The pro-rated credit would depend on the completion date This discount is valid for three policy terms with your continued incident-free driving record The savings amount may vary each year since it is calculated as a percentage of premiumMr [redacted] , I am sorry that your experience has caused you to consider looking for another insurance carrier I hope you reconsider 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 youSincerely, [redacted] Associate Customer Care SpecialistCustomer Care UnitPhone: [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] ***

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Regards, [redacted] I have stated over and over againI do not have a Bank Account Period!!!I have been a Sole Proprietor for the last years and most forms of my work or service comes in the form of Cash.I have stated this and it has been documented (recorded) to my claims adjuster and the investigator.Show me where 100% of the people living and working in America have a Bank Account?? Liberty Mutual is basically using stall tatics and I would never ever or even recommend anyone to use Liberty Mutual's insurance

Dear Mr [redacted] , This is in response to the October 5, correspondence to the Revdex.comWe are truly sorry to have lost you as a customerI am happy to address your concerns and hope to provide you with the clarity you are looking forFirst, I would like to provide a little backgroundYour automobile policy was created on July 16, When your policy initiated a down payment was received on July 8, You elected monthly Electronic Funds Transfer (EFT) as your preferred method of payment with a withdrawal date of the 30thYour first Electronic Funds Transfer (EFT) payment was processed August 30, and credited to the policy balance September 1, There were eleven additional payments scheduled on the 30th of each month (September through July) which paid the initial policy term in fullWeekends or holidays could delay the processing until the following business day.A deposit is only required during the initial policy termWhen your policy renewed effective July 16, your first EFT payment was processed on August 30, You had twelve payments scheduled (August through July), with the final payment processed on July 30thThis billing schedule continued with the following renewalsWhile your withdrawal date was the 30th of the month, your payment may not have posted until the beginning of the following month due to processing timeYour policy renewed most recently on July 16, with an annual premium of $2,500, which included the $Minnesota Theft Prevention SurchargeThere were twelve payments scheduled to pay the premium in fullYour first $($2,divided by twelve + $surcharge fee) EFT payment was received on August 30, which adjusted the balance to $2,This policy was cancelled at your request effective September 26, After cancellation, a credit of $2,was applied to the policy for the unused portion of the policy term and your balance adjusted to $A $($policy balance + $bill fee) issued September 28, due October 18, In summary, your policy was active for over two months, yet we only received one monthly paymentI mailed statements to you on October 12, for each policy term since the policies’ inceptions in I also attached a billing history for the most recent policy termThe $balance remains due.With respect to your comparison of the prices offered by other carries, each insurer calculates its own rates in accordance with their own rating practices and this is based on past loss experience and expensesThe collective loss experience for each carrier may differ even within the same geographic area, the products and services offered may vary and the premiums may also differLiberty Mutual Insurance has been committed to providing quality insurance to our customers for over one hundred yearsThe prices we charge are the rates needed to ensure we fulfill our long-standing commitment to our Minnesota customers and provide them with the peace-of-mind knowing we have the financial backing to protect them in the event of a covered loss.Mr [redacted] , thank you for contacting usI am truly sorry we have lost you as a customerWe are grateful for the time you allowed us to provide for your insurance needsIf 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: ###-###-#### Fax: ###-###-####

In response to the following complaint, we would like to provide an explanation of our handling of this fileOn several occasions, we have attempted to settle this file with Mr [redacted] on multiple occasionsMr [redacted] is demanding that we total out his repairable vehicleWe requested to tear the vehicle down, which Mr [redacted] has declined to allow the shop to doHe continues to sway back and forth on rather he will accept our estimate for his vehicle, or continue to dispute and request that we total itIn the midst of his ongoing disputes, he is demanding that we pay for his rental, which we do not owe forAs of 6/9/(days into his claim), he is still disputingWe owe approximately days of rental, which we explained to himA complaint has also been filed and answered with the Department of Insurance supporting his delays in resolving this claim

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.Thanks again for all your work to resolve this matterWe really appreciate it! 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 # [I would have accepted that I owed this amount had that been communicate to me at the time of cancellationDue to the lack of information given to me, I was unable to make a completely informed decision regarding the cancellation processI 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 January 3, correspondence to the Revdex.comI 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.Liberty Mutual Insurance has a partnership with [redacted] for the writing of homeowner policiesThis policy initiated through this partnership effective August 1, and subsequently renewed each year, most recently August 1, with an annual premium of $You elected monthly Electronic Funds Transfer (EFT) as your preferred method of payment with a withdrawal date of the 15thWith this billing method, there were twelve payments scheduled in the amount of $($divided by twelve, with the final payment adjusted a few cents) to pay the annual premium in full with the first payment scheduled August 15, 2016.With our monthly Electronic Funds Transfer (EFT) payment option, the payment is submitted to your bank on the date you selectHowever, there may be a delay if the payment date falls on a weekend or holidayIn those cases, the payment will be processed the following business dayIn addition, there may be a delay for your bank to process the payment and we advise our customer’s payments will be processed within 1-business daysIf the funds are not available in your account at the time of withdrawal, a second attempt may be made by your bank within ten business daysIf the second attempt is unsuccessful, the payment will be returned as unpaid and the following month’s EFT withdrawal will include the previous month’s balance in addition to a returned payment service charge if applicableOur records reflect that we submitted the August 15, payment and on August 17, we were notified you did not intend to renewal the policy; therefore, we processed the cancellation effective August 1, You contacted customer service on August 26, to inquire about a recent withdrawal and we informed you that the August 26, payment in the amount of $was a “retry payment” of the August 15, EFT payment processed, which suggests the funds were not initially availableHowever, the payment was successful on the second attempt.Since your policy had cancelled effective the August 1, renewal, on August 29, we issued a $refund to your checking account ending in [redacted] for the payment receivedHowever, on August 31, we were notified that a stop payment was placed on this paymentThe $was debited back to the policy balance and a $returned payment fee was also applied, adjusting the balance due to $73.33.We issued a $bill ($refund + $returned payment fee + $bill fee) on September 15, due October 5, An email reminder and courtesy letter also issued to you on October 6, advising you to remit payment to prevent collection activity.As we did not receive your final payment, we forwarded the balance to a third-party collections vendor, Credit Collection Services, which is how all unpaid balances on cancelled policies are managed at Liberty MutualThis course of action is one we must take when we do not receive final payments on cancelled policiesI attached billing histories for both the 2015-and 2016-policy terms confirming the payments received and balance dueAs a courtesy, I have waived the $returned payment fee and $bill fee leaving a balance of $As long as the $balance owed is paid or resolved with us directly or with C.C.Son our behalf, your credit will not be affected.While we appreciate your concern, we were not notified of your intent to cancel this policy until August 17, 2016, after we had already requested paymentWe refunded the $to you, and then the payment was returned by your bank, adjusting the balance dueTherefore, we billed you for the balance and sent you reminders to remit payment; however, we did not receive a responseThe $balance remains due and we unable to waiveMs [redacted] , thank you for contacting us with your billing questionsAgain, I am sorry you have decided to cancel your policyI hope that I have answered all of your questions todayIf 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] Enclosure

Dear Mr***,This is in response to your additional correspondence to the Revdex.com I have been asked to further respond The credit for completing the Parent-Teen Driving Contract will remain on the policy for an operator who is under the age and has agreed to sign a contract with his/her parent/guardianHowever, we are unable to continue the TeenSmart discount if the appropriate requirements have not been met within days While we regret the inconvenience and any miscommunication regarding the discounts we offer, please understand that there is no flexibility with the premiums we charge.Mr***, if you have any other questions or feedback to share, please do not hesitate to contact meI will be happy to assist you.Sincerely, [redacted] Associate Customer Care SpecialistCustomer Care Unit Personal Insurance Distribution Operations Phone: [redacted] Fax: [redacted]

November 14, 2016Revdex.com of Eastern MA, ME, RI & VTDonald Lynch Boulevard, Suite 102Marlborough, MA 01752-4705Re: Complaint #: [redacted] Company, NAIC #: Liberty Mutual Fire Insurance Company NAIC [redacted] Thank you for your letter dated November 4, regarding the premium increase onthe policyholder’shomeowner policyWe have reviewed our policy’s premiumsand validated that the policyholder was provided with the appropriate premium amountsThe policyholder’s premium increased from $1,in to $8,at the renewal due to the following factors:The policy was affected by several yearly rate revisions, ranging from 5% to 25% annually,filed with theMissouri Department of InsuranceNote that these were statewideaverage increasesand policyholders may see higher or lower increases depending on their individual characteristicsThe premiums reflect the application of a surcharge as a result of water damagein A surcharge is applied based on the number of qualified claims made by a customer during the policy period.In addition, as a result of this claim the policy no longer qualified for a discount of 15% The policy qualified for a lower premium credit in due to a change in the category classificationof the property’salarm system The Coverage Aamount on the policy increased from the policy to the policy Coverages are evaluated and adjusted at each renewal to account for expected inflationary increases.This is an optional endorsement the customer selected and for which they receive a credit.In regards to the policyholder’s comments concerning premiums paid by her neighbors with other insurance agencies, each insurer will rate a policy according to their own rating practices they have filed with the Department of InsuranceWe are not able to comment on competitor’s rating programs In addition, we do not have record of us communicating with the policyholder stating her premiums will increase due to Florida floods or California wildfires Please note, these events did not affect her policy or premium amount Liberty Mutual’s rates are based on our experience over a given point in timeWhen our experience improves we share that improvement with our policy holders by decreasing ratesConversely when our experience deteriorates, policyholders are likely to see an increase in their premiumWe review our rate plans continuously and work closely with state regulators to administer rates to our policyholders that are adequate, not excessive, and non-discriminatory We must charge our published rates without deviation and are therefore unable to make adjustments or refunds of past premiums that were correctly calculatedIf you have additional questions regarding this matter, please feel free to contact our service department at [redacted] .Sincerely, [redacted] ***Compliance Analyst II

Dear Mr [redacted] , Thank you for your letter dated March 28, 2016, regarding the premium increase on your homeowner policyThe purpose of this letter is to help you understand why the premium for your policy increasedYour premium increased from $in to $at the renewal due to a 17% rate revision filed with the Ohio Department of Insurance, effective for all homeowner’s policy renewals on or after September 29, Note that this is a statewide average increase and policyholders may see a higher or lower increase depending on their individual characteristicsYour premium increased from $in to $at the renewal due to a similar statewide increaseLastly, our customers are eligible for many discounts associated with their risk profile At each renewal, these savings are evaluated and adjusted in accordance with the applicable rating rule This means that the amount of the discount decreases every year up until the time that it is no longer appliedI hope this information provides some clarity on the price increase to your policySincerely, [redacted] SrBusiness Analyst

Dear Mr [redacted] , This is in response to your March 30, correspondence to the Revdex.com I appreciate the opportunity to respond Please accept my apology your service experience did not meet your expectations I also regret any miscommunication which resulted in you not receiving the call you anticipated from a supervisor However, please understand that we are unable to respond to your request for answers to your hypothetical claims scenarios I reviewed the multiple scenarios you presented to our sales representative We do not recommend that our sales representatives respond to the types of questions you asked Coverage for any particular claim is dependent on the facts of the particular loss and the insurance policy in effect at the time of that loss, including terms, exclusions, limitations and conditions listed on your Declarations page We are concerned that providing advice about the availability of coverage in response to hypotheticals may give rise to a misunderstanding as to how coverage may ultimately be determined in the event of a future specific loss.Since you did not elect to purchase a policy with us to date, we do not have a policy contract to issue to you If you would like me to send you a copy of the basic tenant policy form plus any endorsements you may be interested in, I would be happy to do so I will send this information by email or mail at your directionMr [redacted] , I regret your initial experience was unfavorable If you have further questions or concerns, please contact me directly I will be happy to assistSincerely, [redacted] Associate Customer Care SpecialistCustomer Care UnitPhone: [redacted] Fax: [redacted]

Dear Ms [redacted] , This is in response to your additional concerns as stated to the Revdex.com regarding your automobile policyI appreciate the opportunity to further respond While we appreciate your concern, since the January 2, violation is listed on Mr [redacted] ’s driving record and Accident Forgiveness does not apply to violations, the violation is a factor in your October 17, premium determination We are grateful to have you as a customer and hope you remain with us; however, please understand that there is no flexibility with our rating rules Ms [redacted] , we appreciate your feedback and regret our response could not be more favorableIf you have further questions or concerns, please feel free to contact me directlyI will be happy to assist you Sincerely, [redacted] Customer Care Specialist Customer Care Unit Personal Insurance Distribution Operations Tele: 1- [redacted] | Fax: 1- [redacted]

Dear [redacted] ,This is in response to your correspondence received through the Revdex.com on October 17, regarding your balance remainingI am truly sorry we have lost you as a customer and appreciate the opportunity to respondMy hope is to provide the clarity you are looking for.Automobile PolicyThis policy renewed April 21, with an annual premium of $2,You selected Electronic Funds Transfer (EFT) as your preferred payment methodEFT allows the annual premium to be paid in twelve monthly installmentsYour first payment of $($2,divided by twelve with the final payment adjusted a few cents) processed May 20, and the balance was reduced to $2,299.92.On June 1, we received a telephone call from you, asking what date the policy was paid up toWe advised May 20, 2016, as the single payment received on the renewal paid the policy from April 21, to May 20, 2016.No additional payments were received and this policy was later cancelled per your request, effective June 15, A $2,credit was applied for the unused portion of the policy term which reduced the balance remaining to $A final $(including $billing fee) bill issued June 16, due July 6, 2016.Since the final bill remained unpaid, it was referred to collections on September 14, Liberty Mutual uses a third party vendor, [redacted] to secure past due premium owed for cancelled policiesI 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 policiesThe $balance remains dueA billing history is attached for your review.Condominium PolicyThis policy renewed April 24, 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 yearsThis discount was removed on the April 24, renewal due to the January 19, water damage claimWhile we always attempt to subrogate, or recover payment from a responsible third party, it is not always possible to recover the full amountThe loss resulted in a net $5,payment issued after subrogation recovery.You had a previous $2,claim from November 11, which was forgiven under our claims forgiveness programSince 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 usWe appreciate the time you allowed us to provide for your insurance needsAgain, I am sorry that we have lost you as a customerIf 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 UnitTele: [redacted] Fax: [redacted] Attachment

Please accept my apology your service experience was unfavorableI asked the appropriate management to review what we could have done differently to ensure a positive experience for a valued customer.I have reviewed your policy file in detailYou were a valued policy holder for many years with an exceptional driving recordConsidering all of the details, I have corrected your policy cancellation so there will be no short-rate feeA refund of $has been processed.I am sorry your experience was unfavorableIf you have any other questions or feedback to share, please also do not hesitate to reach out to me directlyIt will be my pleasure to assist you.Thank you for being a Liberty Mutual customer!

Dear Mr***,This is in response to your additional correspondence to the Revdex.com I regret my prior response did not meet your expectations and appreciate the opportunity to further reply This policy was cancelled at your request effective July 25, Your balance prior to the cancellation was $2, After the $2,cancellation credit was applied according to the short-rate provision, your balance adjusted to $ If the policy was cancelled with no penalty, your cancellation credit would have been $2,312, a difference of $Therefore, the short-rate fee is $ You mentioned that you have paid $1,However, we have not received a payment since April 20, Along with my prior response, I included billing histories reflecting the payments received The $credit was from the prior year’s endorsements to remove the *** At your request, the $was refunded to you, instead of being applied to your premium due on the 2016-policy termWhile we understand you were not anticipating the premium balance due, please understand that when you elected to cancel your policy prior to the expiration of the policy term, the short-rate provision was applied in accordance with your policy provisions The $cancellation notice fee and $billing fee were also waived as stated in my prior response The $($policy balance for coverage provided from June 22, through July 25, + $short rate fee) remains dueMr***, we appreciate the time you allowed us to provide for your insurance needs 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] Associate Customer Care SpecialistCustomer Care UnitPhone: ###-###-#### Fax: ###-###-####

Dear Ms [redacted] ,This is in response to your additional correspondence to the Revdex.com I apologize if our previous response did not meet your expectations and appreciate the opportunity to further reply While we regret any miscommunication that occurred regarding the account information you provided, your balance owed is based on the premium due for coverage afforded through the cancellation date We are unable to calculate premium owed based on a premise that you would have cancelled earlier when this did not occur Second, you were enrolled in the RightTrack program at the inception of the policy effective May 26, and an initial 5% discount was applied to the policyThe discount was only removed after we did not receive the signed Terms and Conditions form required to participate in the program As you stated, a prorated charge of $was added to your policy.We later received the signed Terms and Conditions and you were enrolled again in the program effective July 21, The prorated credit of $was applied to the policy based on when you complied with the requirements of the program We are unable to backdate the addition of the discount to the date you were opted out since you had not returned the Terms and Conditions at that time In addition, after the RightTrack discount was added again, it remained on the policy through the cancellation date, it was not cancelled again as you indicated.We appreciate your $payment received August 25, As a courtesy, I waived the $bill fee included on your final billYour balance due has been adjusted to $ This amount remains due.Ms [redacted] , thank you for contacting us I am truly sorry we have lost you as a customer and regret our relationship did not end on a positive note 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: ###-###-#### Fax: ###-###-####

While we understand that the consumer disagrees with our position on this matter, they have not provided any additional/new information in their rebuttal At this time our position remains the same and we would ask that you close this fileShould the consumer submit new information regarding this dispute, we will be happy to review and respondThank You, [redacted] ***

Please be advised that your inquiry has been directed to a manager to contact you by telephone today to explain the overpayment on your claimIn addition, a revised letter will be sent to you explaining the overpayment in detailThank you for contacting us in order to allow us to address your service issue

I am writing today in response to the Revdex.com complaint number [redacted] from [redacted] which was received by our Presidential Service Team According to the explanation included in the complaint, the policy holder has been waiting for refunds and changes to policy Unfortunately, the file does not reflect the information provided in the complaint I have called and provided my information January 3rd and 4th, after this was first raised to the Presidential Service TeamThere were also emails sent to the policyholder’s email address on fileThe email stated: Dear Ms***, Thank you for reaching out to the Presidential Service TeamWe have received your submission and are currently reviewing the information providedIf you have any additional information or supporting document that you would like us to review, please reply to this email directlyI need to speak with you in order to gather more information and work towards a solutionPlease contact me at your earliest convenience [redacted] Customer Advocate I Presidential Service Team [redacted] ** [redacted] Please know that we take our responsibility to our customer very seriously, so thank you for bringing this matter to our attentionBecause of the complexity of the issues and the length of time this has persisted, we ask the policy holder to contact his agent or myself