I am writing to you in response to *** ***’s concerns outlined in your June 13, letter.GEICO Insurance Agency, Inc(GIAI) is a sales and service agent for multiple insurance carriersAs an agent we must abide by the rates rules and guidelines provided by the carrierAll rates and
guidelines are set by and vary the individual carrier.*** *** previously had coverage for her condo which included personal property coverage through *** InsuranceHer coverage cancelled for nonpayment of premium effective December 6, Due to the length of time *** *** has been uninsured and the history of non-pay cancellations on the account she does not qualify to reinstate or rewrite a policy with *** through GIAI.On June 1st, *** *** was offered and accepted condo coverage through an eligible carrier, *** *** Insurance*** *** requested that *** *** additionally insures specific itemized itemsThe carrier requires appraisals, receipts or similar proof of ownership for any jewelry, watches or furs in order to schedule these items on the policyAs of this writing *** *** has not provided the required documentation for reviewAdditional items requested by Quezada such as computers and hand bags are covered by the policy as standard contents and are not eligible for individual scheduling with the *** *** Program.If *** *** provides appraisals or receipts for the jewelry and watch, underwriting will be happy to review for eligibility.If you have additional questions or concerns, please contact me at ###-###-####.Sincerely,Jeff B*** GEICO Insurance Agency, Inc
August 9, *** *** Revdex.com of Metro Washington DC & Eastern Pennsylvania K StNW, 10th floor Washington DC 20005- VIA FACSIMILE: ***
RE: *** Insured: *** ** *** Policy Number: *** NAIC: ***-GEICO Casualty Dear *** ***: Thank you for your recent inquiry dated August 3, 2016. I welcome the opportunity to discuss *** ***’s automobile policy concerns On July 5, 2016, *** *** contacted GEICO to get a quote for himself and his *** *** agreed to a six month premium of $At that time *** *** advised the sales agent that he would send in a money order to start the policy On July 12, 2016, GEICO received *** ***’s $money order in the mailWhen a check or money order is received, GEICO’s imagining department endorses the back and sends it to the financial control department to apply the payments to the correct policies Due to additional information being required prior to binding coverage, *** ***’s money order was sent back to himGEICO did not cash or reduce funds, so the funds are still available to the financial institution that provided the money orderIn order to get a refund for his money order, *** *** would need to go to the establishment from which it was purchased and request a refund. I apologize for any inconvenience and frustration this has caused *** *** and I hope this information will assist you in resolving this issueIf additional information is required, please contact Chelsea G*** at ###-###-####. Her office hours are Monday through Friday, 7:a.mto 3:p.mESTSincerely, John *L*** AVP, Underwriting Tell us why here
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I have contacted Geico in regards to the home auto insuranceI am part of the home insurance, like I initially said and they have agreed that I am part of the home insurance When I was not part of the home insurance for the first call and asked for a discount and the staff said we cannot find you in the system and hence cannot provide the discount which was ligit as I was not part of the insurance on the first callI have then became part of the home insurance after the first call initially madeQuestion to you isHow were they able to find that I am in the home insurance department and auto department agreed that I am eligible for the discount and I was awarded the discount on the second call which was made. Now all of a sudden its changeIs it right if I have cancelled the insuranceDoes it make right for removing the discount and found I am not eligible after monthsAll transaction should stop after the cancellationPlus when I got the credit I spoke to representative that I want to be sure that I owe nothing to GEICOThey assured me there is nothing that I OWE to GEICO Why has this all changedIs your staff not properly educated to give the right information.
Regards,
*** ***
January 11, *** *** Revdex.com of Metropolitan Washington DC and Eastern Pennsylvania K StNW, 10th Floor Washington DC 20005-3404 Case #: *** Dear ***, I have received your order to stop solicitation mailings
to your addressWe apologize for the inconvenience that this may have caused *** ***’s name/address is now on our Do Not Mail opt-out file, and as per our standard practices we will suppress this information from mail marketing campaignsNo additional solicitation mail will be received after January We continuously monitor the integrity of our mail opt outs and their application to mail marketing campaigns, including USPS’s National Change of Address data for up-to-date addresses, to ensure opt outs are not mailed for marketing purposes in the future. The DMA Do Not Mail List is also one of the tools used to determine mail opt outs Again, we apologize for any inconvenience, and if you have further issues with receipt of GEICO marketing mail I would be glad to assist you directly in correcting the issue Sincerely, Anthony E*** GEICO Database Marketing Planner ***@geico.com ###-###-####, extension ***
December 1, *** ***Revdex.comK StNW, 10th FloorWashington DC 20005-3404Claim Number: *** Our Insured: *** *** Date of Loss: 11/24/2016Complainant: *** ***File Number: ***Dear Ms***,We received your inquiry dated November
28, This loss was reported to GEICO on November 24, by the Virginia Beach Police Department at 3:39pmWe spoke with Mr*** the same day and explained we needed to speak with our insured to confirm the lossWe also received an internet inquiry from Mr*** later that evening requesting a rental vehicleOn November 25, 2016, we spoke with Mr*** and explained that contact was needed with our named insured and our driver to confirm the facts of the lossWe explained we were unable to provide a rental vehicle until we spoke with them and suggested he consider contacting his own insurance carrier if an immediate rental was neededThat same morning we also contacted our named insured and driver and left messages for them to contact us about the reported claimWe were able to obtain statements from Mr***, his passenger Ms*** *** and the witness provided on this dateWe were able to reach our insured driver, *** ***, at 4:30pm on November 25, who confirmed the facts of the accidentSince Mr*** was not listed on the insured’s policy contact was still needed with our named insured to verify he had permission to use the vehicle involvedOn Monday, November 28, 2016, at 9:51am we were able to reach Ms*** and she confirmed the driver had permission to use her vehicleAs soon as this information was obtained we contacted Mr*** to schedule an estimate for his vehicle and to transfer of the rental expense to our claims fileThank you for the opportunity to address your inquiryPlease contact, Dana L**, at ###-###-####, if you have any questions regarding this matterSincerely, Matthew LM***Assistant Vice PresidentVirginia Beach Regional Office GEICO General Insurance CompanyNAIC#***
Dear *** ***: Thank you for your recent inquiry*** ** reported to us on October 9, that damage occurred to his *** ** while it was parked and unoccupied. After inspecting the vehicle, we had concerns that the damages were inconsistent with the reported loss
description. An independent engineering firm completed an evaluation of the damages and determined the damages are not consistent with the vehicle being parked and struck by another motor vehicle. Instead, the firm determined that the damages found on the right rear panel and right rear wheel cover are indicative of the vehicle being in motion and sliding by another objectAfter a thorough review, we determined there was a misrepresentation of how the damages occurred. As a result, there is no coverage for the loss and no payments will be made under the policy. We informed *** ** of our denial and sent a letter on November 17, explaining how we came to our decision and including the policy language concerning misrepresentationIf you have any questions, please contact Ryan M***, Claims Manager, at ###-###-####.Sincerely,JLee MJr. Assistant Vice President, Claims
June 20, 2016 Revdex.comAttn: *** ***K StNW, 10th FloorWashington, D.C. 20005-3404 Re: Customer Name: *** *** Case Number:
*** GEICO County Mutual Auto Insurance Company Policy Number: *** Dear *** ***: This is in response to your correspondence received in our Washington, D.CExecutive Offices. It was referred to the Richardson, TX Regional Office for a reply. We apologize to *** *** for the rating error which was made on his policy. Our associate, Marie B***, called and spoke with *** *** on June 17, 2016. MsB*** apologized for the customer service concerns he expressed. His feedback is important to us and it will be directed to the appropriate department for further review. *** *** appreciated MsB***’s personal contact. *** *** contacted a local office, on May 13, 2016, and purchased an auto policy, effective May 14, through November 14, 2016, in the amount of $719.18. The underwriting investigation revealed *** *** did not have any current United States driving historyThe premium was revised, to a six-month premium of $1,298.78, to reflect the correct rating information *** *** was originally licensed, in 1976, in the United States. He transferred to Japan approximately years ago, due to employment, and resided there until his recent return. *** *** held an International driver’s license while overseas. A copy of *** ***’s Japanese Motor Vehicle Driving Abstract was needed in order to update the rating information and maintain the lower premium. An email was sent to *** ***, on May 18, 2016, to advise him of the premium increase. A policy credit was requested, by our Underwriting Department, in the amount of $579.60, on that date, to honor original premium. The credit, in the amount of $579.60, was applied to *** ***’s policy on May 26, 2016. *** *** contacted a Customer Service representative, on June 10, 2016, regarding the premium adjustment. *** *** was displeased with the representative’s lack of concern, and explanation, for the original increase adjustment. *** *** called, on June 16, 2016, and spoke with a Customer Service Retention Specialist, and requested policy cancellation, effective June 13, 2016. *** *** obtained auto insurance with another company. *** *** was pleased with the representative’s attempts to retain his business; however, the premium with the other company was lower and the premium would continue to reflect his overseas driving history. A refund, in the amount of $2.64, will be returned to *** ***’s credit card within the next to business days. We look forward to earning *** ***’s trust, and business, in the futureIf you need additional information, please contact Patti K*** by telephone at ###-###-####, from 8:am to 4:pm CST, or by email at ***@GEICO.com. Sincerely, Dan B***Assistant Vice President Cc: *** *** *** ** *** ** * La Vernia TX ***
December 7,
*** ***
Revdex.com of Metro
Washington DC & Eastern Pennsylvania
K StNW, 10th floor
Washington DC 20005-
VIA FACSIMILE: 202-393-
RE: ***
Insured: *** *** ***
Policy Number: ***
NAIC: ***-GEICO
General
Dear *** ***:
Thank you for your recent inquiry dated December 7, I welcome the opportunity to discuss *** ***’ automobile policy concerns
On August 20, 2012, *** *** called in and advised that he had been insuring a vehicle that he had not owned for four yearsAt that time, *** *** was offered a Named Non- Owners policy which provides protection while driving a non-owned autoThe intention of a Named Non-Owners policy is to cover risks where a customer does not own or continuously use a vehicle*** *** accepted the Named Non- Owners policy and advised that he would call back when he got a new vehicle
We have no prior indication that *** *** wanted to cancel his Named Non- Owners policyIf *** *** would like to cancel his policy, in compliance with Georgia Statue 33-24-44.1, we require a written request for cancellation in Georgia*** *** would need to send his request by email to ***@geico.com or by fax to ***The request should include the *** *** policy number to ensure prompt handling
I hope this information will assist you in resolving this issueIf additional information is required, please contact Chelsea G*** at *** ext*** or at ***@geico.comHer office hours are Monday through Friday, 7:a.mto 3:p.mEST
Sincerely,
John ** L***
AVP, Underwriting
Enclosures: Declaration Pages
[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:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
December 15, 2016 *** ***Revdex.com of Metropolitan Washington DCK Street NW, 10th FloorWashington, DC 20005-3404 Regarding: *** *
*** Policy: ***Revdex.com File Number: *** Dear Ms***: We have received your letter requesting assistance on behalf of *** ***. I welcome the opportunity to respond to her concerns. I am sorry to hear about the difficulty Ms***’ is experiencing in relation to her auto policy. Ms***' was insured with us under policy number ***, effective March 12, to November 2, 2016. While we have a record of Ms*** contacting us on November 25, 2016, we do not have any records indicating that she requested to cancel her policy at that time. Additionally, our calls are recording randomly for quality and training purposes; therefore, we do not have a recording of this particular call. Despite this, we have backdated the cancellation of her policy since our records indicate that she did contact us on November 25, 2016. On November 12, 2016, my Customer Service Manager, Donavon E***, spoke with Ms*** and apologized for any inconvenience that this matter has caused her. Per her request, MrE*** updated her policy cancellation to November 2, 2016, and her policy now reflects a $balance I hope that Ms*** will consider us for her future insurance needs and that this information is helpful in resolving her concerns. If you have any additional questions please contact my associate, Phillip Kashin, at ###-###-####, extension 7321. Sincerely, Maria S*Assistant Vice PresidentGEICO Indemnity CompanyNAIC:
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
That is not what we where told there agent told us that Mr.*** was covered for anything he drove at no time did they advise us if we did not ad the vehicle to the policy of Mr.*** that my insurance would be the primary and the recording of the call mysteriously can't be found so not real sure how they know what was said on the call but good try on trying to discredit our complaint yet again different information from every gieco employee you speak with
Regards,
*** ***
We are in receipt of your complaint dated August 1, 2016, regarding the above-noted ConsumerWe have not included any personally-identifying information in our response, as you requested-Our insured's vehicle was stolen on November 5, We inspected the vehicle on November 16, On
November 17, 2015, we issued a check to our insured for $200, which represented his policy limit for personal belongings stolen during a total theft of his vehicleWhile our insured indicates our adjuster informed him *** *** was not in business, *** *** is a partner repair facility in our GEICO Auto Repair Xpress programThe adjuster who spoke to *** *** is no longer employed by GEICO, so we are unable to obtain more information to understand the miscommunication that OCCurred.The repairs to our insured's vehicle took longer than his shop anticipatedWe worked with our insured and *** to complete supplemental estimates to pay for additional damages discovered as the repair progressedRepairs were finally completed on February 22, After our insured retrieved the vehicle, he was dissatisfied with the repairs, and we issued another payment on February 29, 2016, to pay for additional repairsOur insured remained dissatisfied with his repairs, and we suggested he return to his repair shop for diagnosis and repair,Given the continued concerns with the vehicle's repairs, and the ongoing nature of electrical problems since the loss, we agreed to consider our insured's vehicle a total lossWe reached an agreed settlement with our insured, and made payment for the value of his vehicle on August 3, Charlie S***, Auto Damage Manager, contacted our insured after settlement, and confirmed that he has no lingering concernsSince we previously paid our insured's $policy limit for personal belongings, we are unable to assist our insured in the payment of items stolen with his vehicle, or stolen by his repair facility.We sincerely regret any inconvenience our insured experienced during our handling of his claimWe believe this matter is now resolvedIf you have any additional questions, please contact Charlie S***, Auto Damage Manager, at ###-###-####, or via email at ***@geico.com.Sincerely,Don R*** Regional Vice President
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: That is the issue that I am having I want my handbag/computers to be covered under Individual scheduling and the representative told me it would be under the *** *** Program. That is the issue here. The other items I have no problems providing the appraisals BUT the handbags and computers are not covered and that is not what I was told by the Geico sales representative. I want a new policy with *** through GIAL because these items were covered under them. The company gave me wrong information and provided me with a carrier that does not have what I need and what I need here is a policy under ***
Regards,
*** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:For the policy that was in effect until 11/27/17, I said to make the change effective as of NOVEMBER 1, 2017, not October as you have written hereAgain Geico is in error and owes me more than the they claimThey still owe me the $I want my refundI have had nothing but problems trying to make these changes every time I called GeicoThe people who answer the phone screwed everything upThis is why there were so many changesAnd they screwed this up tooTHE CHANGE WAS TO BE EFFECTIVE AS OF NOVEMBER 1, NOT OCTOBER!!!!!!!!!!!!! Please correct your recordsThis only shows me the incompetence of Geico employees and confirms that I will use another company once this policy expires.
Regards,
*** ***
April 7, *** *** Revdex.com of Metro Washington DC & Eastern Pennsylvania K StNW, 10th floor Washington DC 20005- VIA FACSIMILE: *** RE: *** Insured: *** *** *** Policy Number: *** NAIC: ***-GEICO Indemnity Dear *** ***: This is in response to your request for additional information dated April 7, If *** *** obtained other coverage prior to August 18, 2016, she can send in a copy of her Declarations Page to review backdating the cancellation of the policy to the start date of her new policyThis information can be faxed to ###-###-#### or emailed to ***@geico.com I apologize for any inconvenience or frustration this situation has caused and hope this information will assist you in resolving this issueIf additional information is required, please contact Chelsea G*** at ###-###-####. Her office hours are Monday through Friday, 7:a.mto 3:p.mEST Sincerely, John *L*** AVP, Underwriting
April 7,
Revdex.com of Metropolitan Washington DC
and Eastern Pennsylvania
K StNW, 10th Floor
Washington, DC 20005-
Attention: *** ***
Re: *** ***
Case ID: ***
Policy#: ***
Dear *** ***:
This will acknowledge receipt of
your April 5, inquiry regarding the above referenced private passenger automobile insurance policy
*** *** and *** *** previously insured a *** and a *** under the above policyThe total six month premium of $included a multi-car discount for both vehiclesEnclosed is a copy of the renewal policy declarations that were issued on September 9, reflecting the premium breakdown for the respective vehicles
On January 27, *** *** contacted GEICO to request her removal from the above policy along with the *** because she had obtained a separate policy of her own to insure the said vehicleShe also stated that she was no longer residing in the same household as *** ***The changes were processed as requested, which resulted in a revised six month premium of $to insure the remaining vehicle (***)This is an increase of $per six months ($- $406.80) to insure the ***The increase was mainly due to the loss of the multi-car discount since the *** is now the sole vehicle on the policy, and is therefore no longer eligible to receive the said discountIn addition, *** *** is the only active driver listed on the policy, and is therefore no longer eligible to receive the married rate since he is currently separated from *** ***Enclosed is a copy of the updated policy declarations that were issued on February 4,
It is GEICO’s position that *** *** is receiving the best rate that our company can offer him at this time based on the current underwriting factors for his policy
Since there appears to be no valid complaint against GEICO, we ask that this be removed from our record
If you require further assistance with this matter, please contact the undersigned at ***
Very truly yours,
Brian O***
Executive Office
*** ***
Revdex.com of Metro
Washington DC & Eastern Pennsylvania
K StNW, 10th floor
Washington DC 20005-
VIA FACSIMILE: ###-###-####
RE: ***
Insured: *** ***
Policy Number: ***
NAIC: ***-GEICO Indemnity
Dear Ms
***:
Thank you for your recent inquiry dated June 17, I welcome the opportunity to discuss Mrs***’ automobile insurance policy concerns
I apologize for Mrs***’s unsatisfactory customer service experienceAt GEICO, we strive for an excellent customer service experience with every policyholderMrs*** was advised in her conversation with Misti S*** on June 30, that we will provide the appropriate feedback to the agent
In her conversation, Ms*** also indicated that she was not aware that when paying her payment after a cancellation notice has been mailed, if the funds are not collected due to insufficient funds, the cancellation notice is reinstatedThis is what caused her policy to lapseThere were two attempts to process her payment on June 17, and both of them returned for insufficient funds
The complaint listed in your letter from Mrs*** concerning timely response from the auto damage adjuster was addressed with the adjusterThe policy holder stated she didn’t hear from the adjuster for several days after she filed the claimIn addition, she stated the adjuster did not return her voice message until a day laterThe field supervisor Willie H*** apologized to Mrs*** for the response and explained that our goal is to be available at all times during the business day and to answer the phone any time it rings (if safe utilizing hands free)However, there will be times when the adjuster cannot answer the phone and the call will go to voice mailAt GEICO, in auto damage, the goal is to return calls left on voice mail within hoursCalls made near the end of the day may be returned the following dayI assured her we have made some process (voice mail) changes in that territory that will make calls going to voice mail the exception not the rule
In regards to the repair quality concern, Mrs*** used the shop of her choice, *** *** of Union City, Ga to conduct repairsThe complaints from customer were based on door glass scratches and roof scratches noticed at repair deliveryWe have talked with Steve and Phillip at the body shop, and they both assure us that they are taking care of the production induced damages with Mrs*** directlyThis is not claim related and shop is well into handling resolutionPhillip also stated that he has explained to Mr*** that this was not something GEICO was responsible for and to please allow them to handle the issueAs of today, this seems to be resolved
We absolutely strive to make sure our communications process and customer satisfaction our top prioritiesWe have reviewed both concerns, and feel that we have addressed them satisfactorily
If Mrs*** has any unresolved concerns at a later date, we welcome the opportunity to address them expeditiously
I hope this information will assist you in resolving this issueIf additional information is required, please contact Misti S*** at ###-###-####Her office hours are Monday through Friday, 8:a.mto 4:p.mEDT
Sincerely,
John JL***
AVP, Underwriting
Enclosure: CCPYMTDEL
Heather M*** Assistant Vice President November 21, *** *** Revdex.com KStreet NW, 10th Floor Washington, D.C. 20005-
Re: Complaint ID: *** Dear Ms*** We received your correspondence dated November 14, 2016. We have not included any personal identifying information in our response, as you requested On November 5, 2016, our insured obtained a quote and purchased a policy online with a total premium of $649.39. The policy was reviewed by our underwriting department, and a prior policy was found where our insured’s spouse was a driverThis policy listed driving activity that was not listed on the spouse’s motor vehicle report or claims history report reviewed when the policy was purchasedThe policy was re-evaluated with the new activity, causing a change in the risk characteristics and company placement. When this occurs, we cancel the current policy and send a Post Office Receipt Secure letter advising the policy will cancel. This letter had a mailing date of November 14, 2016. Once the letter is mailed to our insured, we attempt to contact them by telephone to review the information and, if possible, offer a replacement policy On November 14, 2016, our insureds attempted to log into their policy online prior to our attempting to contact them for acceptance in the new companyThey were unable review the policy online and called at 12:AM and spoke with one of our customer service representatives. At that time, there was no documentation from our Underwriting Department regarding the replacement policy. Regrettably, we advised our insured we would not be able to offer a policy due to their driving records Our Underwriting Department spoke to our insured later that day, and offered to continue insurance in one of our other companiesHowever, our insured advised they had obtained a policy elsewhere. The policy has been canceled for the same date, per their request. We have refunded our insureds for unused premiums in the amount of $72.39. We regret this miscommunication occurred and are sorry for any inconvenience this may have caused. We hope this information is sufficient to allow you to close your file. If you have any further questions, please contact Joy K*** at ###-###-#### or ***. Sincerely, Heather M*** Assistant Vice President Tell us why here
November 27, Revdex.com of Metropolitan Washington DC and Eastern Pennsylvania ATTN: *** *** K St. NW, 10th floor P.OBox Washington, DC 20005- RE: FILE NUMBER:
*** Dear *** ***, We received your correspondence dated November 20, 2017. We have not included any personal identifying information on our response, as you requested On June 24, 2017, our insured notified us that while operating her parents’ vehicle, she backed into the consumer’s parked and unoccupied vehicle. We determined a coverage investigation was warranted We contacted the consumer’s spouse on the following day and advised we were conducting a coverage investigation. We kept the consumer and his spouse informed of the status of our investigation throughout the process We completed our investigation on November 14, and determined we would afford coverage for the accident. We advised the consumer’s spouse of our decision on that day and scheduled the vehicle for an inspection on November 17, 2017. We also provided a rental reservation for use while the vehicle was undergoing repairs On the day of the inspection, the consumer was unable to arrive at the scheduled appointment time. The consumer dropped his vehicle off at the body shop, and we rescheduled the inspection for November 21, 2107, as we were unable to accommodate the consumer’s request for a same day appointment. A claims supervisor confirmed the appointment and apologized for the inconvenience Upon receipt of your correspondence, a claims supervisor contacted the consumer on November 20, to discuss his concerns. She confirmed the vehicle was pending inspection on the following day and advised that she would follow up with him to confirm payment for his vehicle damages If there are any additional questions, please feel free to contact Megan A***, Claims Manager, at ###-###-####, via FAX at ###-###-####, or via e-mail at ***@geico.com. Sincerely, Tara C***Assistant Vice President of Claims, GEICO HoustonPhone: ###-###-####
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:I would like for
an executive to respond or may I be provided with a number to reach,
and go over the situationAn underwriting does not have anything to
with the issues in handThis isn’t fair to me has the customer who
hasn’t done any wrong with my policyAnd for Geico have an under
writer respond to this is unethical because they do not have anything
to do with this type of issuesPlease and thank Regards,
*** ***
I am writing to you in response to *** ***’s concerns outlined in your June 13, letter.GEICO Insurance Agency, Inc(GIAI) is a sales and service agent for multiple insurance carriersAs an agent we must abide by the rates rules and guidelines provided by the carrierAll rates and
guidelines are set by and vary the individual carrier.*** *** previously had coverage for her condo which included personal property coverage through *** InsuranceHer coverage cancelled for nonpayment of premium effective December 6, Due to the length of time *** *** has been uninsured and the history of non-pay cancellations on the account she does not qualify to reinstate or rewrite a policy with *** through GIAI.On June 1st, *** *** was offered and accepted condo coverage through an eligible carrier, *** *** Insurance*** *** requested that *** *** additionally insures specific itemized itemsThe carrier requires appraisals, receipts or similar proof of ownership for any jewelry, watches or furs in order to schedule these items on the policyAs of this writing *** *** has not provided the required documentation for reviewAdditional items requested by Quezada such as computers and hand bags are covered by the policy as standard contents and are not eligible for individual scheduling with the *** *** Program.If *** *** provides appraisals or receipts for the jewelry and watch, underwriting will be happy to review for eligibility.If you have additional questions or concerns, please contact me at ###-###-####.Sincerely,Jeff B*** GEICO Insurance Agency, Inc
August 9, *** *** Revdex.com of Metro Washington DC & Eastern Pennsylvania K StNW, 10th floor Washington DC 20005- VIA FACSIMILE: ***
RE: *** Insured: *** ** *** Policy Number: *** NAIC: ***-GEICO Casualty Dear *** ***: Thank you for your recent inquiry dated August 3, 2016. I welcome the opportunity to discuss *** ***’s automobile policy concerns On July 5, 2016, *** *** contacted GEICO to get a quote for himself and his *** *** agreed to a six month premium of $At that time *** *** advised the sales agent that he would send in a money order to start the policy On July 12, 2016, GEICO received *** ***’s $money order in the mailWhen a check or money order is received, GEICO’s imagining department endorses the back and sends it to the financial control department to apply the payments to the correct policies Due to additional information being required prior to binding coverage, *** ***’s money order was sent back to himGEICO did not cash or reduce funds, so the funds are still available to the financial institution that provided the money orderIn order to get a refund for his money order, *** *** would need to go to the establishment from which it was purchased and request a refund. I apologize for any inconvenience and frustration this has caused *** *** and I hope this information will assist you in resolving this issueIf additional information is required, please contact Chelsea G*** at ###-###-####. Her office hours are Monday through Friday, 7:a.mto 3:p.mESTSincerely, John *L*** AVP, Underwriting Tell us why here
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I have contacted Geico in regards to the home auto insuranceI am part of the home insurance, like I initially said and they have agreed that I am part of the home insurance When I was not part of the home insurance for the first call and asked for a discount and the staff said we cannot find you in the system and hence cannot provide the discount which was ligit as I was not part of the insurance on the first callI have then became part of the home insurance after the first call initially madeQuestion to you isHow were they able to find that I am in the home insurance department and auto department agreed that I am eligible for the discount and I was awarded the discount on the second call which was made. Now all of a sudden its changeIs it right if I have cancelled the insuranceDoes it make right for removing the discount and found I am not eligible after monthsAll transaction should stop after the cancellationPlus when I got the credit I spoke to representative that I want to be sure that I owe nothing to GEICOThey assured me there is nothing that I OWE to GEICO Why has this all changedIs your staff not properly educated to give the right information.
Regards,
*** ***
January 11, *** *** Revdex.com of Metropolitan Washington DC and Eastern Pennsylvania K StNW, 10th Floor Washington DC 20005-3404 Case #: *** Dear ***, I have received your order to stop solicitation mailings
to your addressWe apologize for the inconvenience that this may have caused *** ***’s name/address is now on our Do Not Mail opt-out file, and as per our standard practices we will suppress this information from mail marketing campaignsNo additional solicitation mail will be received after January We continuously monitor the integrity of our mail opt outs and their application to mail marketing campaigns, including USPS’s National Change of Address data for up-to-date addresses, to ensure opt outs are not mailed for marketing purposes in the future. The DMA Do Not Mail List is also one of the tools used to determine mail opt outs Again, we apologize for any inconvenience, and if you have further issues with receipt of GEICO marketing mail I would be glad to assist you directly in correcting the issue Sincerely, Anthony E*** GEICO Database Marketing Planner ***@geico.com ###-###-####, extension ***
December 1, *** ***Revdex.comK StNW, 10th FloorWashington DC 20005-3404Claim Number: *** Our Insured: *** *** Date of Loss: 11/24/2016Complainant: *** ***File Number: ***Dear Ms***,We received your inquiry dated November
28, This loss was reported to GEICO on November 24, by the Virginia Beach Police Department at 3:39pmWe spoke with Mr*** the same day and explained we needed to speak with our insured to confirm the lossWe also received an internet inquiry from Mr*** later that evening requesting a rental vehicleOn November 25, 2016, we spoke with Mr*** and explained that contact was needed with our named insured and our driver to confirm the facts of the lossWe explained we were unable to provide a rental vehicle until we spoke with them and suggested he consider contacting his own insurance carrier if an immediate rental was neededThat same morning we also contacted our named insured and driver and left messages for them to contact us about the reported claimWe were able to obtain statements from Mr***, his passenger Ms*** *** and the witness provided on this dateWe were able to reach our insured driver, *** ***, at 4:30pm on November 25, who confirmed the facts of the accidentSince Mr*** was not listed on the insured’s policy contact was still needed with our named insured to verify he had permission to use the vehicle involvedOn Monday, November 28, 2016, at 9:51am we were able to reach Ms*** and she confirmed the driver had permission to use her vehicleAs soon as this information was obtained we contacted Mr*** to schedule an estimate for his vehicle and to transfer of the rental expense to our claims fileThank you for the opportunity to address your inquiryPlease contact, Dana L**, at ###-###-####, if you have any questions regarding this matterSincerely, Matthew LM***Assistant Vice PresidentVirginia Beach Regional Office GEICO General Insurance CompanyNAIC#***
Dear *** ***: Thank you for your recent inquiry*** ** reported to us on October 9, that damage occurred to his *** ** while it was parked and unoccupied. After inspecting the vehicle, we had concerns that the damages were inconsistent with the reported loss
description. An independent engineering firm completed an evaluation of the damages and determined the damages are not consistent with the vehicle being parked and struck by another motor vehicle. Instead, the firm determined that the damages found on the right rear panel and right rear wheel cover are indicative of the vehicle being in motion and sliding by another objectAfter a thorough review, we determined there was a misrepresentation of how the damages occurred. As a result, there is no coverage for the loss and no payments will be made under the policy. We informed *** ** of our denial and sent a letter on November 17, explaining how we came to our decision and including the policy language concerning misrepresentationIf you have any questions, please contact Ryan M***, Claims Manager, at ###-###-####.Sincerely,JLee MJr. Assistant Vice President, Claims
June 20, 2016 Revdex.comAttn: *** ***K StNW, 10th FloorWashington, D.C. 20005-3404 Re: Customer Name: *** *** Case Number:
*** GEICO County Mutual Auto Insurance Company Policy Number: *** Dear *** ***: This is in response to your correspondence received in our Washington, D.CExecutive Offices. It was referred to the Richardson, TX Regional Office for a reply. We apologize to *** *** for the rating error which was made on his policy. Our associate, Marie B***, called and spoke with *** *** on June 17, 2016. MsB*** apologized for the customer service concerns he expressed. His feedback is important to us and it will be directed to the appropriate department for further review. *** *** appreciated MsB***’s personal contact. *** *** contacted a local office, on May 13, 2016, and purchased an auto policy, effective May 14, through November 14, 2016, in the amount of $719.18. The underwriting investigation revealed *** *** did not have any current United States driving historyThe premium was revised, to a six-month premium of $1,298.78, to reflect the correct rating information *** *** was originally licensed, in 1976, in the United States. He transferred to Japan approximately years ago, due to employment, and resided there until his recent return. *** *** held an International driver’s license while overseas. A copy of *** ***’s Japanese Motor Vehicle Driving Abstract was needed in order to update the rating information and maintain the lower premium. An email was sent to *** ***, on May 18, 2016, to advise him of the premium increase. A policy credit was requested, by our Underwriting Department, in the amount of $579.60, on that date, to honor original premium. The credit, in the amount of $579.60, was applied to *** ***’s policy on May 26, 2016. *** *** contacted a Customer Service representative, on June 10, 2016, regarding the premium adjustment. *** *** was displeased with the representative’s lack of concern, and explanation, for the original increase adjustment. *** *** called, on June 16, 2016, and spoke with a Customer Service Retention Specialist, and requested policy cancellation, effective June 13, 2016. *** *** obtained auto insurance with another company. *** *** was pleased with the representative’s attempts to retain his business; however, the premium with the other company was lower and the premium would continue to reflect his overseas driving history. A refund, in the amount of $2.64, will be returned to *** ***’s credit card within the next to business days. We look forward to earning *** ***’s trust, and business, in the futureIf you need additional information, please contact Patti K*** by telephone at ###-###-####, from 8:am to 4:pm CST, or by email at ***@GEICO.com. Sincerely, Dan B***Assistant Vice President Cc: *** *** *** ** *** ** * La Vernia TX ***
December 7,
*** ***
Revdex.com of Metro
Washington DC & Eastern Pennsylvania
K StNW, 10th floor
Washington DC 20005-
VIA FACSIMILE: 202-393-
RE: ***
Insured: *** *** ***
Policy Number: ***
NAIC: ***-GEICO
General
Dear *** ***:
Thank you for your recent inquiry dated December 7, I welcome the opportunity to discuss *** ***’ automobile policy concerns
On August 20, 2012, *** *** called in and advised that he had been insuring a vehicle that he had not owned for four yearsAt that time, *** *** was offered a Named Non- Owners policy which provides protection while driving a non-owned autoThe intention of a Named Non-Owners policy is to cover risks where a customer does not own or continuously use a vehicle*** *** accepted the Named Non- Owners policy and advised that he would call back when he got a new vehicle
We have no prior indication that *** *** wanted to cancel his Named Non- Owners policyIf *** *** would like to cancel his policy, in compliance with Georgia Statue 33-24-44.1, we require a written request for cancellation in Georgia*** *** would need to send his request by email to ***@geico.com or by fax to ***The request should include the *** *** policy number to ensure prompt handling
I hope this information will assist you in resolving this issueIf additional information is required, please contact Chelsea G*** at *** ext*** or at ***@geico.comHer office hours are Monday through Friday, 7:a.mto 3:p.mEST
Sincerely,
John ** L***
AVP, Underwriting
Enclosures: Declaration Pages
[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:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
December 15, 2016 *** ***Revdex.com of Metropolitan Washington DCK Street NW, 10th FloorWashington, DC 20005-3404 Regarding: *** *
*Assistant Vice PresidentGEICO Indemnity CompanyNAIC:
*** Policy: ***Revdex.com File Number: *** Dear Ms***: We have received your letter requesting assistance on behalf of *** ***. I welcome the opportunity to respond to her concerns. I am sorry to hear about the difficulty Ms***’ is experiencing in relation to her auto policy. Ms***' was insured with us under policy number ***, effective March 12, to November 2, 2016. While we have a record of Ms*** contacting us on November 25, 2016, we do not have any records indicating that she requested to cancel her policy at that time. Additionally, our calls are recording randomly for quality and training purposes; therefore, we do not have a recording of this particular call. Despite this, we have backdated the cancellation of her policy since our records indicate that she did contact us on November 25, 2016. On November 12, 2016, my Customer Service Manager, Donavon E***, spoke with Ms*** and apologized for any inconvenience that this matter has caused her. Per her request, MrE*** updated her policy cancellation to November 2, 2016, and her policy now reflects a $balance I hope that Ms*** will consider us for her future insurance needs and that this information is helpful in resolving her concerns. If you have any additional questions please contact my associate, Phillip Kashin, at ###-###-####, extension 7321. Sincerely, Maria S
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
That is not what we where told there agent told us that Mr.*** was covered for anything he drove at no time did they advise us if we did not ad the vehicle to the policy of Mr.*** that my insurance would be the primary and the recording of the call mysteriously can't be found so not real sure how they know what was said on the call but good try on trying to discredit our complaint yet again different information from every gieco employee you speak with
Regards,
*** ***
We are in receipt of your complaint dated August 1, 2016, regarding the above-noted ConsumerWe have not included any personally-identifying information in our response, as you requested-Our insured's vehicle was stolen on November 5, We inspected the vehicle on November 16, On
November 17, 2015, we issued a check to our insured for $200, which represented his policy limit for personal belongings stolen during a total theft of his vehicleWhile our insured indicates our adjuster informed him *** *** was not in business, *** *** is a partner repair facility in our GEICO Auto Repair Xpress programThe adjuster who spoke to *** *** is no longer employed by GEICO, so we are unable to obtain more information to understand the miscommunication that OCCurred.The repairs to our insured's vehicle took longer than his shop anticipatedWe worked with our insured and *** to complete supplemental estimates to pay for additional damages discovered as the repair progressedRepairs were finally completed on February 22, After our insured retrieved the vehicle, he was dissatisfied with the repairs, and we issued another payment on February 29, 2016, to pay for additional repairsOur insured remained dissatisfied with his repairs, and we suggested he return to his repair shop for diagnosis and repair,Given the continued concerns with the vehicle's repairs, and the ongoing nature of electrical problems since the loss, we agreed to consider our insured's vehicle a total lossWe reached an agreed settlement with our insured, and made payment for the value of his vehicle on August 3, Charlie S***, Auto Damage Manager, contacted our insured after settlement, and confirmed that he has no lingering concernsSince we previously paid our insured's $policy limit for personal belongings, we are unable to assist our insured in the payment of items stolen with his vehicle, or stolen by his repair facility.We sincerely regret any inconvenience our insured experienced during our handling of his claimWe believe this matter is now resolvedIf you have any additional questions, please contact Charlie S***, Auto Damage Manager, at ###-###-####, or via email at ***@geico.com.Sincerely,Don R*** Regional Vice President
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: That is the issue that I am having I want my handbag/computers to be covered under Individual scheduling and the representative told me it would be under the *** *** Program. That is the issue here. The other items I have no problems providing the appraisals BUT the handbags and computers are not covered and that is not what I was told by the Geico sales representative. I want a new policy with *** through GIAL because these items were covered under them. The company gave me wrong information and provided me with a carrier that does not have what I need and what I need here is a policy under ***
Regards,
*** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:For the policy that was in effect until 11/27/17, I said to make the change effective as of NOVEMBER 1, 2017, not October as you have written hereAgain Geico is in error and owes me more than the they claimThey still owe me the $I want my refundI have had nothing but problems trying to make these changes every time I called GeicoThe people who answer the phone screwed everything upThis is why there were so many changesAnd they screwed this up tooTHE CHANGE WAS TO BE EFFECTIVE AS OF NOVEMBER 1, NOT OCTOBER!!!!!!!!!!!!! Please correct your recordsThis only shows me the incompetence of Geico employees and confirms that I will use another company once this policy expires.
Regards,
*** ***
April 7, *** *** Revdex.com of Metro Washington DC & Eastern Pennsylvania K StNW, 10th floor Washington DC 20005- VIA FACSIMILE: *** RE: *** Insured: *** *** *** Policy Number: *** NAIC: ***-GEICO Indemnity Dear *** ***: This is in response to your request for additional information dated April 7, If *** *** obtained other coverage prior to August 18, 2016, she can send in a copy of her Declarations Page to review backdating the cancellation of the policy to the start date of her new policyThis information can be faxed to ###-###-#### or emailed to ***@geico.com I apologize for any inconvenience or frustration this situation has caused and hope this information will assist you in resolving this issueIf additional information is required, please contact Chelsea G*** at ###-###-####. Her office hours are Monday through Friday, 7:a.mto 3:p.mEST Sincerely, John *L*** AVP, Underwriting
April 7,
Revdex.com of Metropolitan Washington DC
and Eastern Pennsylvania
K StNW, 10th Floor
Washington, DC 20005-
Attention: *** ***
Re: *** ***
Case ID: ***
Policy#: ***
Dear *** ***:
This will acknowledge receipt of
your April 5, inquiry regarding the above referenced private passenger automobile insurance policy
*** *** and *** *** previously insured a *** and a *** under the above policyThe total six month premium of $included a multi-car discount for both vehiclesEnclosed is a copy of the renewal policy declarations that were issued on September 9, reflecting the premium breakdown for the respective vehicles
On January 27, *** *** contacted GEICO to request her removal from the above policy along with the *** because she had obtained a separate policy of her own to insure the said vehicleShe also stated that she was no longer residing in the same household as *** ***The changes were processed as requested, which resulted in a revised six month premium of $to insure the remaining vehicle (***)This is an increase of $per six months ($- $406.80) to insure the ***The increase was mainly due to the loss of the multi-car discount since the *** is now the sole vehicle on the policy, and is therefore no longer eligible to receive the said discountIn addition, *** *** is the only active driver listed on the policy, and is therefore no longer eligible to receive the married rate since he is currently separated from *** ***Enclosed is a copy of the updated policy declarations that were issued on February 4,
It is GEICO’s position that *** *** is receiving the best rate that our company can offer him at this time based on the current underwriting factors for his policy
Since there appears to be no valid complaint against GEICO, we ask that this be removed from our record
If you require further assistance with this matter, please contact the undersigned at ***
Very truly yours,
Brian O***
Executive Office
*** ***
Revdex.com of Metro
Washington DC & Eastern Pennsylvania
K StNW, 10th floor
Washington DC 20005-
VIA FACSIMILE: ###-###-####
RE: ***
Insured: *** ***
Policy Number: ***
NAIC: ***-GEICO Indemnity
Dear Ms
***:
Thank you for your recent inquiry dated June 17, I welcome the opportunity to discuss Mrs***’ automobile insurance policy concerns
I apologize for Mrs***’s unsatisfactory customer service experienceAt GEICO, we strive for an excellent customer service experience with every policyholderMrs*** was advised in her conversation with Misti S*** on June 30, that we will provide the appropriate feedback to the agent
In her conversation, Ms*** also indicated that she was not aware that when paying her payment after a cancellation notice has been mailed, if the funds are not collected due to insufficient funds, the cancellation notice is reinstatedThis is what caused her policy to lapseThere were two attempts to process her payment on June 17, and both of them returned for insufficient funds
The complaint listed in your letter from Mrs*** concerning timely response from the auto damage adjuster was addressed with the adjusterThe policy holder stated she didn’t hear from the adjuster for several days after she filed the claimIn addition, she stated the adjuster did not return her voice message until a day laterThe field supervisor Willie H*** apologized to Mrs*** for the response and explained that our goal is to be available at all times during the business day and to answer the phone any time it rings (if safe utilizing hands free)However, there will be times when the adjuster cannot answer the phone and the call will go to voice mailAt GEICO, in auto damage, the goal is to return calls left on voice mail within hoursCalls made near the end of the day may be returned the following dayI assured her we have made some process (voice mail) changes in that territory that will make calls going to voice mail the exception not the rule
In regards to the repair quality concern, Mrs*** used the shop of her choice, *** *** of Union City, Ga to conduct repairsThe complaints from customer were based on door glass scratches and roof scratches noticed at repair deliveryWe have talked with Steve and Phillip at the body shop, and they both assure us that they are taking care of the production induced damages with Mrs*** directlyThis is not claim related and shop is well into handling resolutionPhillip also stated that he has explained to Mr*** that this was not something GEICO was responsible for and to please allow them to handle the issueAs of today, this seems to be resolved
We absolutely strive to make sure our communications process and customer satisfaction our top prioritiesWe have reviewed both concerns, and feel that we have addressed them satisfactorily
If Mrs*** has any unresolved concerns at a later date, we welcome the opportunity to address them expeditiously
I hope this information will assist you in resolving this issueIf additional information is required, please contact Misti S*** at ###-###-####Her office hours are Monday through Friday, 8:a.mto 4:p.mEDT
Sincerely,
John JL***
AVP, Underwriting
Enclosure: CCPYMTDEL
Heather M*** Assistant Vice President November 21, *** *** Revdex.com KStreet NW, 10th Floor Washington, D.C. 20005-
Re: Complaint ID: *** Dear Ms*** We received your correspondence dated November 14, 2016. We have not included any personal identifying information in our response, as you requested On November 5, 2016, our insured obtained a quote and purchased a policy online with a total premium of $649.39. The policy was reviewed by our underwriting department, and a prior policy was found where our insured’s spouse was a driverThis policy listed driving activity that was not listed on the spouse’s motor vehicle report or claims history report reviewed when the policy was purchasedThe policy was re-evaluated with the new activity, causing a change in the risk characteristics and company placement. When this occurs, we cancel the current policy and send a Post Office Receipt Secure letter advising the policy will cancel. This letter had a mailing date of November 14, 2016. Once the letter is mailed to our insured, we attempt to contact them by telephone to review the information and, if possible, offer a replacement policy On November 14, 2016, our insureds attempted to log into their policy online prior to our attempting to contact them for acceptance in the new companyThey were unable review the policy online and called at 12:AM and spoke with one of our customer service representatives. At that time, there was no documentation from our Underwriting Department regarding the replacement policy. Regrettably, we advised our insured we would not be able to offer a policy due to their driving records Our Underwriting Department spoke to our insured later that day, and offered to continue insurance in one of our other companiesHowever, our insured advised they had obtained a policy elsewhere. The policy has been canceled for the same date, per their request. We have refunded our insureds for unused premiums in the amount of $72.39. We regret this miscommunication occurred and are sorry for any inconvenience this may have caused. We hope this information is sufficient to allow you to close your file. If you have any further questions, please contact Joy K*** at ###-###-#### or ***. Sincerely, Heather M*** Assistant Vice President Tell us why here
November 27, Revdex.com of Metropolitan Washington DC and Eastern Pennsylvania ATTN: *** *** K St. NW, 10th floor P.OBox Washington, DC 20005- RE: FILE NUMBER:
*** Dear *** ***, We received your correspondence dated November 20, 2017. We have not included any personal identifying information on our response, as you requested On June 24, 2017, our insured notified us that while operating her parents’ vehicle, she backed into the consumer’s parked and unoccupied vehicle. We determined a coverage investigation was warranted We contacted the consumer’s spouse on the following day and advised we were conducting a coverage investigation. We kept the consumer and his spouse informed of the status of our investigation throughout the process We completed our investigation on November 14, and determined we would afford coverage for the accident. We advised the consumer’s spouse of our decision on that day and scheduled the vehicle for an inspection on November 17, 2017. We also provided a rental reservation for use while the vehicle was undergoing repairs On the day of the inspection, the consumer was unable to arrive at the scheduled appointment time. The consumer dropped his vehicle off at the body shop, and we rescheduled the inspection for November 21, 2107, as we were unable to accommodate the consumer’s request for a same day appointment. A claims supervisor confirmed the appointment and apologized for the inconvenience Upon receipt of your correspondence, a claims supervisor contacted the consumer on November 20, to discuss his concerns. She confirmed the vehicle was pending inspection on the following day and advised that she would follow up with him to confirm payment for his vehicle damages If there are any additional questions, please feel free to contact Megan A***, Claims Manager, at ###-###-####, via FAX at ###-###-####, or via e-mail at ***@geico.com. Sincerely, Tara C***Assistant Vice President of Claims, GEICO HoustonPhone: ###-###-####
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:I would like for
an executive to respond or may I be provided with a number to reach,
and go over the situationAn underwriting does not have anything to
with the issues in handThis isn’t fair to me has the customer who
hasn’t done any wrong with my policyAnd for Geico have an under
writer respond to this is unethical because they do not have anything
to do with this type of issuesPlease and thank Regards,
*** ***