GENTERA

Dear Ms [redacted] , This is in response to your additional correspondence to the Revdex.com regarding your homeowner policyI regret you continue to have concerns and I appreciate the opportunity to further respondAs I mentioned on my previous response, the November 13, claim had no impact on your renewal premium increaseYou indicated concern that your claim was not covered At the policy inception, we issued a new business packet to you on January 21, which included the policy provisions outlining the coverage afforded under this policyLiberty Mutual Insurance’s policy contract with our policyholders obligates us to investigate and pay all covered losses under the policyWhile 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 completedAn 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 sidingWe 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 policyMs [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 youSincerely, [redacted] Associate Customer Care Specialist Customer Care Unit Personal Insurance Distributions Operations [redacted]

RE: Personal Automobile Policy: [redacted] LM General Insurance Company/ NAIC: [redacted] Dear Ms***,This is in response to your recent correspondence to the Revdex.com regarding your auto policyI appreciate the opportunity to respond to your concerns.While we understand the factors that resulted in your decision to pursue coverage with another companyThe fact remains that it was your decision to leave Liberty Mutual for another companyAs such the reason for cancellation is recorded as competition.Your policy states the following:“If we cancel, the amount of your refund will be determined by a pro rata table based on the number of days the policy was in effectIf the policy is cancelled by you or by law, you will get a refund which is less than proportional to the time involvedIt will be based instead on a "short rate" table which compensates us for our expenses in servicing your policy.”As stated in my previous response, the refund issued is appropriate and no further refund is warranted.Ms***, I regret my response could not be more favorableIf you have any further questions or concerns, please feel free to contact me directlyI will be happy to assist you.Sincerely, [redacted] Customer Care SpecialistCustomer Care UnitPhone: [redacted] [redacted]

Dear Mr***, Thank you for sending your inquiry regarding your homeowners policy, policy # [redacted] This confirms that the policy was non-renewed on April 6, A recent inspection of the property noted concerns with the lack of ongoing preventative maintenance that could lead to future losses and which does not meet our underwriting guidelines Specifically, the following items were noted: Front side exterior siding has peeling paintRear side exterior needs painted around window and doorRear side window is brokenFront and rear side has discarded appliancesLeft, right and rear side has debris/trashOn January 20, 2016, we requested that the repairs for the items above be completed by February 20, We also asked for confirmation of the completion of the repairs be provided by that date and included a return envelope for you to return the confirmation inIn your complaint, you stated that you submitted the proof of the repairs before February 20, Our records do not show that we received confirmation of the repairs by that dateAccordingly, we non-renewed your policy on April 6, If you have proof that you sent in the documentation before February 20, 2016, please submit that information to us for reviewWe will review any information sent to us to determine whether or not a reinstatement of your policy is possibleWe thank you for your understanding in this matterSincerely, [redacted] **Business Analyst

September 28, Revdex.com of Eastern MA, ME, RI & VT Donald Lynch Boulevard, Suite Marlborough, MA Re: Date of Loss: March 8, Revdex.com Complaint Number: [redacted] Underwriting Company: Liberty Personal Insurance Company Dear Revdex.com, Please accept this letter in response to your complaint from our customer, which was received by our Presidential Service Team According to the explanation included in the complaint, the customer expressed concern regarding the policy holder behind charged more for her claim First and foremost, I would like to apologize on behalf of Liberty Mutual for any frustration that customer may have experienced during our handling of his claim and appreciate the opportunity to address his concerns The results of our review After a thorough investigation completed by our Presidential Service Team, I have confirmed that we charged the insured with a comprehensive claim I have verified with our sales and service team we do not charge any PH’s additional premium due to a comprehensive lossThe claim will show up on your CLUE report but will not affect your renewal Again, we would like to express our sincere apologies for any inconvenience the customer may have experienced Thank you again for contacting Liberty Mutual and providing the valuable feedback for us to continue our commitment Sincerely, [redacted] Presidential Service Team Tell us why here

We estimated the final audit due to lack of cooperation from the Insured We contacted the Insured on three occasions to schedule the appointment for the audit with the rom the Insured On the first attempt on 12/4/15, we spoke with the Insured and he advised that he would have to speak with his bookkeeper and get back to us After several follattempts the audit was returned for non-compliance on 1/5/We did not purport that an actual audit had been performed Subsequent to receiving the policyholder complaint the assignment was reopened and an appointment scheduled for 4/29/ The Auditor attempted to get an earlier appointment date and is still pursuing this possibilityThe estimated audit will be revised with the actual exposures once the policyholder fully complies with the audit

RE: Promotional Mailings Dear Mr [redacted] , This is in response to your March 3, correspondence to the Revdex.com regarding the recent promotional mailing you receivedI appreciate the opportunity to respond I regret the circumstances that prompted your contact and apologize that you were advised that we could not remove you from receiving future promotional mailingsWe value you as a customer and appreciate your willingness to share your experience as it is helpful in identifying areas where more attention can be placed to ensure a positive experience with our current customers To prevent you from receiving additional offers such as this in the future, I removed you from our mailing listIn the unlikely event any mailings were pre-scheduled prior to today, there may be a final issuance of promotional material from us in the next 6-weeks Mr [redacted] , thank you for contacting usI hope that I have addressed your concerns todayIf you have any additional questions, please reach out I will be happy to assist you Sincerely, [redacted] Associate Customer Care Specialist Customer Care Unit T: [redacted] | F: [redacted]

Thank you for your call on February 4, As you have noted in your follow-up, our Service Representative advised you that you may contact us for the consideration of a new policy once the necessary repairs have been completed to your home [redacted] Senior Compliance Analyst

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 claimAll we are asking is for someone to respond to our inquires regarding our claimWhich 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 claimI am always told that he is following up with the Expert and is now waiting on a response back from [redacted] BrandsWhen 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 MutualI understand you work for [redacted] Brands and its your duty to make sure all the claims are valid and worthy of being paidWe are not disputing anything that they have asked of us We only want someone to tell us where we are in the claim processIf additional documents/pictures are needed or an inspection of the tank is needed please let us know Regards, [redacted]

Linda at business said they will send a check to customer on Monday, 1/23/Business will cancel the contract and no return visits will be scheduled in future

Dear Ms [redacted] ,This is in response to your additional correspondence to the Revdex.com I appreciate the opportunity to further respond I attempted to contact you by telephone on August 5, 2016; however my attempt was unsuccessfulI regret that you continue to have unresolved concerns regarding the cancellation of your automobile policy After sending my prior response, I was able to locate the divorce decree I apologize that this was previously missedAfter receiving your additional correspondence, I reviewed the policy and our records reflect on October 4, Mr [redacted] agreed to remove himself and the *** Since the divorce was not yet finalized we advised that he would need to remain on the policy As I have previously indicated, we attempted to reach him both by phone and mail and have been unsuccessfulIn order to cancel this policy we would need to have documentation reflecting the [redacted] was only in your name If you can provide a bill of sale, title or vehicle registration, then I would be happy to cancel the policy You may forward the required information to me by facsimile to [redacted] , email attachment to [redacted] or mail to [redacted] *** Once received, I will cancel the policy for the date specified I understand the frustration you are dealing with trying to resolve this matter; however we must confirm that we are not leaving a policyholder uninsured when we can cancel the policy You indicated that you will not make another payment, once the policy is cancelled, you will either be issued a refund or a bill for the balance remainingMs [redacted] , I regret the inconvenience this matter has caused If 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] Fax: [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com:The response is exactly the same as the first I am getting nowhere I give up 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] As I stated in my complaint I want the charges removed from my accountI will not be paying your fee as you did not respond accordingly nor in a timely manner and that is what caused the delay in canceling my policy I was waiting on your representative to get back to me because they wanted me to wait and see if they could give a better rateAlso most important dissappointments was the customer service we received!!!Regards, [redacted]

RE: [redacted] [redacted] [redacted] [redacted] [redacted] Dear Ms [redacted] , This is in response to your November 7, correspondence to the Revdex.comI am truly sorry for your unfavorable experience and appreciate the opportunity to respond.First, I will provide a little backgroundAt the policy inception, the application and new business packet issued to you confirmed the October 29, effective dateChanging the effective date would require cancellation of the existing policy and implementing a new policy with an alternate policy termA new policy number is assigned and new contract issuesIn addition, the premium may be higher if a new policy is implemented with a later effective date as the rating factors changeFor example, the Early Shopper discount is partially based on how soon you implement a policy in advance of your existing policy expiration dateWith respect to the balance in collections, after this policy was cancelled effective September 15, a final $bill issued to you September 14, due October 24, As we did not receive your final payment within days of its due date, we forwarded the balance to a third-party collections vendor, [redacted] , which is how all unpaid balances on cancelled policies are managed at Liberty MutualI apologize if you were surprised by this course of action, but it is one we must take when we do not receive final payments on cancelled policiesAs a courtesy, I removed the $bill feeHowever, the $remains due.In summary, although our position remains that the premium is owed, at the same time we expect all our representatives to be responsive, to provide thorough explanations to our customers and to follow through with their commitmentsWe regret this is not consistent with the interactions you describedOur records do not reflect you notified us of any concerns about the effective date of the homeowner policy until after the policy was cancelledHowever, your correspondence indicates otherwiseIf you have any additional information to provide that you would like me to review, please forward it to me directly by email [redacted] or by fax to [redacted] Once received, I will respond furtherMs [redacted] , thank you for contacting usI am truly sorry we have lost you as a customerIf you have any other questions or feedback to share, please also 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 Unit [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 response from [redacted] which says: "While we appreciate Mr [redacted] ’s request, our surveys are produced by an outside vendor and participants are selected at random As such, we are unfortunately unable to send him a survey regarding his experience." is not true Please have [redacted] reveal what is really going on with that company and have them send me an email with the truth 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 would like to make final payment but have not been able to contact [redacted] for make the final payment Once I do this I will accept this response 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] We feel that Liberty Mutual should offer a discount on our premium of some kind Revdex.com - please see the last attached flyer Liberty Mutual - we are glad that you removed us from your flyer circulation list as if you are not going to honor the discounts you advertise to us, you should not mail them to us We wish that we were valued by Liberty Mutual as customersRegards, [redacted] ***

This is in response Complaint # [redacted] was filed on 3/29/by [redacted] ***The rebuttal was receivedI am truly sorry you continue to have unresolved concerns and appreciate the opportunity to further respond.Please accept my apology for the difficulty you encountered with receiving a return telephone call from your agent I regret your concerns were further compounded by the discourteous treatment you received when you called During the previous policy periods several coverage changes occured, at the policholders requestThese changes cause the policy premium to change each time.Changes appear to occur around the time of the renewal each year on August This can cause the new policy to appear significantly higher the upcoming policy period because of the coverage differencesA change of coverage occured Effective November 01, which created a refund of $The refund was processed electronically back to the account on file.On July 27, a change was implemented which created a balance due of $The bill was sent manually direct to the policy holderThe payment for this balance was not received prior to the renewal so it was transferred to the new policyBills were sent to the customer on August 2, 2017; September 4, 2017; and October 02, A non-payment cancellation notice was sent October 25, No payment was receivedThe policy cancelled on November 15, 2017.A reinstatement was completed on November 20, Adjustments for coverage were completed which changed the premium on the policy.A bill was sent on January 02, 2018; and another on February 02, A non-payment notice was sent on February Policy was cancelled as of March 9, by the agentNo payments were received for the term 08/22/to cancel date 03/09/So the previous policy amount $and the coverage for the renewal is $equals the total outstanding due on the policy is $554.67.It is disappointing to hear we let you downAs such we now consider this matter closedIf you have additional unrelated questions or would like to review the options available on your policy, please contact me directly and I will be happy to further assist

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 does not keep call records, and the salesperson who sold me the policy no longer works for the companyThere is no way for them to get the other side of the story unfortunately, but I still believe there could have been more that could have been done to resolve this issue other than an I'm sorry.] Regards, [redacted]

Dear Ms [redacted] , This is in response to your correspondence received through the Revdex.com on August 11, regarding your policiesI 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 $billing fees from your policiesYou will receive two refund checks of $for each policy Please allow two weeks for delivery Ms [redacted] , again, we are sorry to have lost you as a customerWe appreciate the time you allowed us to provide for your insurance needs and wish you the best in your future endeavorsIf you have further questions or concerns, please contact me directly I will be happy to assist you Sincerely, [redacted] Associate Customer Care Specialist Customer Care Unit Personal Insurance Distributions Operations Tele: [redacted] Fax: [redacted]

This is in response Complaint # [redacted] was filed on 3/22/by [redacted] The complaint was received 3/23/by the Presidential Service TeamI appreciate the opportunity to respond.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 pricesOther factors may impact the overall premiums we chargeWhen we calculate the price for your collision coverage, for example, we have to factor in what repairs shops are currently charging.Some discounts decrease over timeRather than just removing discounts at your first renewal the decreases to discounts occur graduallyWhen a discount diminishes, the premiums are generally increased incrementally.I have reviewed your file and the RightTrack discount has been appliedThe information for the Right Track program should be in your emailAfter the evaluation period the final discount will be appliedYour policy has had an operator removed and the mileage corrected for usageThese combined to lower your premium.After all of the changes were put into place the premium for your auto policy is now $per yearThank you for taking the time to detail your experienceWe appreciate your many years with Liberty Mutual Insurance and are looking forward to many more