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To Whom It May Concern, This is in response to the September 13, Revdex.com Complaint number [redacted] From a review of our records, Liberty Mutual received a request during a telephone call from the complainant on August 8, to provide a quote for property insuranceWhen an applicant requests a quote by calling into one of our call centers, our standard practice is to collect information needed from the applicant to provide the requested quoteOur telephone sales representatives are trained to verbally provide an information disclosure stating that we access consumer report information such as claims histories, driving records, and credit-based insurance scoresBased on an applicant’s consent to continue, Liberty Mutual processes the quote request and accesses a credit-based insurance score through [redacted] using the applicant’s information as provided in the quote requestHere, our records show this process was followed Thank you the opportunity to address this concernI hope you find this information helpful

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 am rejecting this response due to the fact that not a single step has been taken in your investigationThe tow company contacted me because you guys have not contacted themThe other Driver was cited at the scene and the wreck had an obvious at-fault partyIt has been well over a month now and I don't even have a rental vehicleThat was my only vehicle that your driver took out and I need you to do what needs to be done to get my family back on the road and my lawyer will handle the personal injury Regards, [redacted]

Dear Mr [redacted] , This is in response to your additional correspondence to the Revdex.com I appreciate the opportunity to further respond.First, I would like to clarify my previous response I advised the policy term is one year so the initial policy term expired on December 20, I explained that we do not have fifteen month contracts You had a twelve month contract and your premium may change at the expiration of the contract This policy renewed on December 20, and the renewal term was active three months and twelve days So while I understand your reference to fifteen months, we refer to each annual contract separately and I regret if this caused any confusion Secondly, your coverage for the renewal term was effective from December 20, – April 1, This was more than three months If your renewal policy had been in effect exactly three months, coverage would have ended on March 20, Instead, your policy was active almost two weeks longer Since the renewal policy was active for more than three months and we only received three monthly payments, the balance of $reflects the premium due for the additional time we provided coverage through April 1, You also indicated concern with discounts received As itemized on the Declarations page, you received multiple discounts while your policy was active We appreciate your feedback regarding our commercials However, there are many factors that may impact the premium charged and we are unable to commit to the same premium year over year The premiums we charge are the rates needed to ensure we meet our financial obligations to our customers With respect to your concern that you did not receive prior notification of the premium change, I enclosed a copy of the email notification issued to you November 16, 2015, over one month prior to the renewal date, advising your renewal documents were available for viewing onlineThe premium charged was appropriate for the time we provided coverage There is no refund owed to youThe $balance remains due Mr [redacted] , while we regret we were unable to offer the resolution you had hoped for, we are grateful for the time you allowed us to provide your insurance and wish you the best in your future endeavors.Sincerely, [redacted] Associate Customer Care SpecialistCustomer Care UnitPhone: [redacted] Fax: [redacted]

Dear Ms [redacted] , This is in response to your additional correspondence regarding your auto policyI am truly sorry to hear you continue to have unresolved concernsMy response will address the concerns outlined in your correspondence to the Revdex.com along with the November 23, emails you sent to me directlyFirst, regarding your concern that I may not be the appropriate party to reply, please be assured I am a member of a team that specializes in addressing customer concerns on behalf of our corporate officeResponding to Revdex.com correspondence falls within my responsibilitiesNext, I will address the payments taken on October 3, and November 1, These payments were not incorrectChanges were not made to the policy until November 7, with an effective date of October 31, By this time the November 1, payment had already processedIf there are changes made which affect your premium, we calculate how many days are remaining on the policy term and apply a pro-rated credit or debit based on the effective date of the changeWe need fifteen days to notify you in writing of any changes to the draft amount so your payment amount is adjusted going forwardIn addition, your annual premium in effect until October 31, was $2,So the higher premium was in effect for approximately two months (September and October)The October 3, and the November 1, payments represent the first and second monthly payments received so the higher premium was still in effectFollowing the changes, your annual premium was reduced to $2,A pro-rated credit of $was appliedYour December 1, payment was therefore $($1,divided by ten plus a $billing fee)In one of your emails you asked me to verify the December payment would be adjustedPlease be assured I confirmed that the payment amount was accurate prior to the December 1, EFT withdrawalI regret I have not received your faxed documents, please send any faxes to [redacted] Regarding your questions related to the down payment, we only require a down payment for a new policy and it is not required at renewalIn your case the first payment was taken September 1, for $during the initial year and was applied to the balance on the new policySince you remitted a down payment, no payment was required in October so the remaining EFT payments occurred from November – September, with the final payment received September 1, before your initial policy term expired on September 2, Please see the attached billing history which indicates the starting balance and details how each payment was applied to the policy and remaining balance updatedNo payments will show on the Declaration pages, as this is the contract, or a summary of your policy coverageThe billing history I provided indicates all payments received and applied to the policy balanceSince you mentioned needing policy documents again, please note that I previously emailed a copy of your most recent policy documents to you on November 8, Note that you also have the option to view your documents online through your eService accountFinally, in your correspondence to the Revdex.com, you referenced the following: “Update Re: equipment”I am uncertain what you are referring toI reviewed our previous correspondence which addressed concerns with our RightTrack programIf you have additional questions regarding this program or any other policy questions please let me know and I will respond furtherMs [redacted] , you are a valued customerThank you again for reaching out with your additional questionsI hope my explanation of your policy billing has been helpful and wish you a wonderful holiday seasonSincerely, [redacted] Customer Care Specialist Customer Care Unit 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] I am not sure how many times I have to repeat the explanation as it looks like this is a different person sending the billing details: On 7/23/the vehicle was removed from storage, increase in premium expected was $100-$ The bill says $ On 8/22/the vehicle was placed back in storage, the monthly premium expected was around $as it was before I made numerous attempts over several weeks to discuss the bill with someone at Liberty Mutual including in person meeting It finally took place in November On November 16, I was told in writing by [redacted] from Liberty Mutual TO DISCARD THIS BILL!!!! How can you charge me late fee, bill fees when your company gives a direction to discard the bill? [redacted] , [redacted] < [redacted] [redacted] @libertymutual.com>11/16/17tomePlease disregard any bills with a policy number of [redacted] At this point I’m at the mercy of the service team My manager has noted the policy and I check on it daily To give you a fair timeline, I will no more early next week but you can disregard any statements or mailings on the policy until I get the questions answeredThanks [redacted] [redacted] Lead Sales Representative Liberty Mutual Insurance [redacted] *** [redacted] *** *** [redacted] *** [redacted] [redacted] [redacted] *** [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] Please add your rejection comments below This is the same response when I call them for the problem it's always a game Nothing new They took their payment on Mar and I cancelled on April 1st, so how do I owe money? If they said they do not owe me money for the whole year, but they have to for the month that they tookSo from 3/23/to 4/1/16, they took $so how do I owe them $56? Usually they take the money ahead of each month, so I pay to be insured So they owe for the days plus the price for me switching to their company They cannot take the whole month for just days Regards, [redacted]

RE: Revdex.com Reference # [redacted] We have received the customer’s complaint and appreciate the opportunity to respondIt seems we may have made an error in not cancelling the customer’s policy in January as we have no record of this requestHowever, we have since cancelled the policy with the effective date requested, and a pro-rated premium refund for $was processed on 02/05/to be deposited into the bank account we have on fileThe customer was sent a refund notification via e-mail on 02/06/We apologize for any frustration and hope this helps to resolve his concerns

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 periodThe day that this complaint was received we contacted [redacted] and expressed our apologies in the delayAn [redacted] gift code was sent directly to [redacted] .Kind regards, [redacted] BlockMarketing Specialist [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 The business has not determine what the reimbursement will be from to the present 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 We did not receive notice of termination from Liberty Mutual Regards, [redacted]

Dear Ms [redacted] , This is in response to your June 17, correspondence to the Revdex.com regarding your homeowner policy I appreciate the opportunity to respond Your correspondence indicates you never intended to implement this policy and only wanted a quote However, our records reflect we initiated this policy May 9, at your request as confirmed by the application electronically signed by you on May 9, As part of our new business process, we may order an inspection to verify that the condition of the home meets our underwriting guidelines An inspection was ordered on your home as part of this processAs outlined by the June 11, letter issued to you, the inspection identified repairs needed to be completed in order for us to continue your insurance coverage Since we did not receive documentation from you confirming the repairs had been completed, this policy cancelled effective August 20, as your home did not meet our underwriting guidelines for continuation of insurance At that time the policy had been in effect for a little over three months and a balance of $remained for coverage afforded through the cancellation date Liberty Mutual uses a third party vendor, [redacted] ( [redacted] ) to secure past due premium owed for cancelled policies Policyholders are referred to [redacted] when their policy has cancelled and the final bill remains unpaid Since this balance remained unpaid, it was referred to collections on September 29, If you obtained alternate coverage prior to August 20, 2015, please submit a copy of your new carrier’s Declarations page by fax to [redacted] or by email attachment to [redacted] Upon receipt, I will be happy to review amending the cancellation date of the policy to reflect the date alternate coverage was secured [redacted] will be notified in any change to the balance remaining if any adjustments are made As long as the balance owed is paid or resolved with us directly or with [redacted] on our behalf, your credit will not be affected Ms [redacted] , if you have further questions or concerns, please also feel free to contact me directly I will be happy to assist you Sincerely, [redacted] Associate Customer Care Specialist Customer Care Unit 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] The letter from Liberty Mutual did not offer anything new to help solve the caseThey just repeated their argument as to why they are entitled to rip off customers and penalize people for leaving them solely by including unfair terms when customers initially sign up with themThere is no way they can reasonably justify why the bill was lower when they didnt know I had moved on to a new insurance company vs when they knewAlso, they have not been able to give a reasonable answer to why they initiated my insurance renewal despite my explicit request against it, only to cancel it when they felt like doing itThis is simply unacceptable Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] I'm rejecting this because my escrow was raised because of this mess and due to their mistakes I had to make up the difference for the month, a whole monthAll they have to say is SORRY! So if I get pulled over for speeding, I can just say sorry and drive off! Accountability/competition, they will have to look it up but that's what happens when mistakes are made in businessThis is not grammar school, sorry doesn't make up for lost funds 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 The violation [redacted] received was from the accident His accident was plead down to the violation that was reportedHe was not driving an unsafe vehicle that is just what the court plead the accident down to so he would not get as many points on his license If you research this violation you will see that there is a police report for an ACCIDENT! We will cancel our insurance with Liberty Mutual if we are charged more because of this accident and as you well know it is ten times harder to gain a new customer than it is to keep an existing one Liberty Mutual advertises accident forgiveness which we had on our policy before this accident, therefore this accident should be forgivenThis seems to be a case of advertising Regards, [redacted]

As you are aware, insurance cannot reduce the likelihood of an event that might require a claim However, insurance does transfer some or all of the financial impact of the event by pooling the resources of a large group to pay for the losses of a smaller group Your driving record and claims-free history demonstrates to our company that you are a good risk, with a lower propensity for a claim Therefore, your premium is set accordingly in comparison to other customers who pose a greater risk Liberty Mutual continuously reviews our policy rating methods so that policyholders with good driving records are rewarded with lower premiums than drivers with tickets and accidents Insurance rates are also based upon the company's underlying costs and statistical data Your policy term is for one year and your premium may subsequently be adjusted at renewalChanges to your billing, i.ereturned payments, changes in billing dates or methods would affect your monthly payments during the one year term Your driving record is only one factor in your premium determination Premium is determined using a sophisticated rating structure with multiple factors considered I am unable to isolate each factor to a specific dollar amount You may contact our Customer Resource Center directly to review any additional discounts, or policies that would effect this premium

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] I have never had to pay for auto insurance coverage after a cancellation of a policy in the years that I have owned policies from several companiesIt is a hidden fee to put money in the pockets of the Liberty Mutual CompanyPeople will walk away from these tactics as the word gets outUnfortunately I learned to lateShame on you!!!!! [redacted]

We received notice of your STD claim on September 16, 2015.You submitted a claim with a disability commencing September 14, 2015.We notified you by our letter dated September 21, that we had requested medical records from your treating providers to determine your eligibility for STD benefits.Your STD claim was approved on October 9, 2015.Upon receipt of your inquiry form the Revdex.com, [redacted] , Manager, attempted to reach you by telephone today to discuss your claim and payment amount.Mr [redacted] may be reached at [redacted] e

Dear Mr [redacted] ,This is in response to the August 1, correspondence to the Revdex.com I have been asked to respond to your concerns Please accept my apology for any miscommunication regarding your mailing addressI understand how disappointing it must have been when you did not receive your refund within the timeframe you anticipated It is our objective to make each transaction as smooth as possible for our customers and I regret we fell short in this instance.We expect all our representatives to verify the mailing address when a policy is cancelled to ensure any refund issues appropriately I asked the appropriate management to review and address your service experience It was not our intention to disappoint youI am also sorry to hear we lost you as a customer due to the prices we charge While we always strive to give our customers the best prices possible—sometimes factors like increasing costs of repairs, medical expenses, and extreme weather call for a review of our pricesWith that said, we always welcome our customers’ questions and regret we did not have the opportunity to review your policies for any savings opportunities prior to your decision to leave us Our records reflect we reissued the refund check to you on July 25, and it was cashed on August 2, Mr [redacted] , thank you for contacting us I am truly sorry we have lost you as a customer We are grateful for the time you allowed us to provide for your insurance needs and hope you no longer have any outstanding concernsIf 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]

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 Per the response's statement, I have a new policy that replaces the original cancelled policy If for any reason that policy is similarly cancelled without opportunity forremediation, I will open a new Revdex.com complaint Regards, [redacted]

Dear Ms [redacted] ,This is in response to your additional correspondence received through the Revdex.com regarding the balance due on your automobile policyWhile our position remains that a refund is not owed, I hope the additional details provided will clear up any misunderstanding.Regarding the payment history of the policy, there was no shortfall when you moved from direct bill to Electronic Funds Transfer (EFT) upon the December 4, renewalThe prior year you paid in semi-annual installments and the policy was paid in full by May 25, with your second semi-annual payment of $1,251.50.Your policy renewed effective December 4, with an annual premium of $2,and your billing method continued to be direct bill on a semi-annual basisA $1,bill issued to you November 5, for the first six month’s premium due ($2,divided by two)However, we spoke with you on November 21, and you requested a billing method change to EFT.With EFT billing, customers may select a withdrawal date of their preferenceThe withdrawal will process on the same day each month (weekends or holidays may delay processing)Before the EFT began, we accepted a $payment which was credited to the policy balance November 23, Your balance due adjusted to $2,Since you selected a withdrawal date of the 4th, we advised the remaining balance could be paid in eleven $installments ($2,divided by eleven) with the next withdrawal occurring January 4, and last withdrawal on November 4, However, when we received your EFT Authorization Agreement form, you selected a withdrawal date of the 1stThe withdrawal date change allowed twelve remaining installments instead of eleven during the policy termYour payments were therefore $($2,divided by twelve instead of eleven)Your first EFT payment was scheduled January 1, (the holiday delayed processing) and credited to your policy balance January 6, and final payment for the policy term scheduled December 1, (credited to the policy balance December 4, 2013).This began the billing in arrearsAt each renewal your first renewal payment was scheduled January 1st and final payment scheduled December 1st – which continued through your last payment on December 1, Your policy renewed on December 4, with an annual premium of $2,Your first payment credited to the policy balance January 6, was $($2,divided by twelve)We added an Advanced Defensive Driving Course discount which resulted in a $credit applied and revised balance due of $2,($2,- $- $236)Your eleven remaining installments scheduled February 1, through December 1, were adjusted to $($2,divided by eleven) with the final payment adjusted $to equal the total premium dueYou referenced a payment in the amount of $This was the final payment due for the policy term processed on December 1, and credited to the policy balance on December 3, 2014.When your policy renewed December 4, your annual premium was $2,Your payments in January and February were $($2,divided by twelve)An adjustment to your annual mileage resulted in a credit of $and revised balance of $2,($2,- $-$- $132) and reduced your ten remaining installments to $($2,divided by ten)In 2015, your payments were $throughout the policy term from January – December based on your premium of $2,($2,divided by twelve) with the final payment processed on December 1, 2016.Lastly, I spoke with the agent regarding the email you referencedIt is my understanding the email provided confirmation of the cancellation and advised since the policy was cancelled at renewal, there was no balance owed for the renewal policy, effective December 4, However, the payment of $received on December 1st was to fulfill the prior year’s premium Ms [redacted] , I trust my detailed response answers all your questions and we can consider this matter closedWe appreciate the time you allowed us to provide for your insurance needs and wish you the best in your future endeavors.Sincerely, [redacted] Associate Customer Care SpecialistCustomer Care Unit [redacted] [redacted]