February 23, 2018Dear *** ***:This will acknowledge receipt
of your request regarding the above named insured’s private passenger
automobile policy. In *** ***’s
correspondence to your organization she expresses concern regarding the
cancellation of her GEICO automobile insurance
policy for non-payment of
premium and subsequent increase in premium upon reissue.GEICO’s records show that on
December 9, 2017, *** *** and her spouse purchased a Massachusetts
automobile insurance policy and a New York automobile insurance policy. The New York policy was enrolled into GEICO’s
monthly automatic payment plan whereas the Massachusetts policy was not.On December 21, 2017, an
installment bill was sent for the Massachusetts policy advising that a payment
of $was due on January 10, 2018.
No payment was received. As a
result, a notice of cancellation for non-payment of premium was sent on January
12, advising that a payment of $would be due by February 2, to
avoid policy cancellation.*** *** contacted GEICO
via telephone on January 16, 2018, and changed the credit card information used
for the monthly automatic payments on the New York policy. There was no payment made to the New York
policy using the new credit card information.As no payment was received,
the Massachusetts policy was cancelled on February 2, for non-payment of
premium. Per Massachusetts regulation,
the policy was reported to the Registry of Motor Vehicles (RMV) that it had
cancelled for non-payment of premium Please note that GEICO does not report the
cancellation of policies for non-payment of premium to any of the Credit Bureau
agencies*** *** contacted GEICO
via telephone on February 9, and requested a quote to reissue the
Massachusetts policy. She was offered a
quote to reissue the policy in a higher priced tier based upon GEICO’s filed
and approved underwriting guidelines. *** *** declined GEICO’s
offer of reissue.In regards to *** ***’s
concern that she is being penalized by having to pay for one year up front, in
Massachusetts some insurance companies may require that the customer pay the
policy premium in full if their policy with their last carrier cancelled for
non-payment of premium.Upon receipt of
correspondence from your organization, the policy was reviewed for resolution
of *** ***’s concerns. As a matter
of good faith and excellent customer service, GEICO would like to offer to
reinstate the policy effective February 2, 2018. Barbara F* of GEICO’s Executive Office
has reached out to *** *** on February 26th and February 27th to advise her of our offer but unfortunately our attempts to reach her have
been unsuccessfulIf *** *** would like to accept our offer she can
contact MrsF* at ###-###-####.It is GEICO’s position that
all proper procedures were followed in the handling of *** ***’s policy. If you have any questions, or if GEICO can be
of any further service in this matter, please contact Barbara F* at
###-###-####.Sincerely,Timothy L.Assistant Vice President of
Underwriting
[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: [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: This was not handled correctlyI was made the changes to my policy and the agent that handled the call read back to me that I was having a deductible of $on both my comp and collusion coverage, as well as getting rental coverage and making sure that it was effective that day because I needed to be changed that day because of the situation that I was having with my ex boyfriend and him wanting to damage my car and meI didn't notice that the coverage wasn't correct until I got the email stating what my deductible was when I filed my claimIf it wasn't for this claim I wouldn't have never knew that my coverage wasn't correct until something came up for me to have to file a claimUnfortunately I ended up having to file a claim therefore bring my deductibles to my attention. I called that morning letting the agent know that my deductibles were not what they were suppose to beAnd I told her what took place on the call and that both of my deductibles should have been and that agent read it back to me that wayShe said that it was nothing that she could do since I had already filed my claim and could change it for this date forward and I told her that is not going to help with the situation that I am having currentlyThe agent that made the changes to my policy made them incorrectI asked her if the call was recorded because that will definitely prove my caseShe went to tell me there was no recording and that it was my fault for not checking my documents, not an error on there part and that is incorrectAnd this now the second time that Geico has not had my policy correct, to make my life as there customer run smoothly and have the coverage that I am paying forOnce she transferred me over to claims the agent was first to say something about my deductible and ask why it was so high on a car such as mine.(I had *** *** with over 175k on it) no reason for my deductible to b that high and it was only a $difference for my to have my deductible at on both comp and collusion LIKE I HAD REQUESTED!! If the Geico agent would have did her job right the first, at the policy change, I wouldn't be having this problem and then at the same timeAnd I said that I never opened the email....I gets tones of emails a day for all kind of things so I don't check all of my emailsI didn't even recerive anything in the mailWhen my payment is needed that letter comes to my address with no problem but when I make a policy change I don't receive n e thing n the mail and the policy change convo isn't even recorded like why would something as important as a policy change not be recorded for such reasons as this!!! Now as fair as my accident on last yearThe answer that was given is so NOT RIGHT AT ALL!!!! When I filed my claim, for my car getting damaged, I thought my policy was full coverageMade my claim it was covered, I was driver at the time so I couldn't be without a car and Geico set up a rent for me to go pick up at EnterpriseI went to get the *** ***, the *** agent showed me the car and asked me if I wanted to get their insurance and I declined because that is what I pay Geico forIn March I slide on some ice and ended totaling the carI was in shock of all that was happening that I made my boyfriend at the time handle the phone callshe called *** and let them know about the car and since I didn't have their insurance they said I my insurance would have to take care of it and that it would go under my collision insuranceWe then called Geico and that is when everything went down hillThe agent said that my policy didn't have collusion coverage on itI got on the phone and asked the agent "i had full coverage correct?" NO....seriously this is not correct I told himI said why would Geico reserve me a rental knowing that I would need to have both collusion and comp coverage in order to even get a rentalHe said that he would look into this and give me a call backI then called *** back and told them that Geico was looking into this and was going to give me a call back and that's when the *** rep told me that its in there policy that in order to get a rental, the driver has to have both comp and collusion or have to purchase their insurance to have the car covered during the use of the rentalLater that week I received a call from one of the Geico agents saying that they were going to back date my policy so that I have the coverage for the time of the accident and making with collusion coverage and that my deductible would be $And that I would receive a statement/ invoice in regards to resolving the claimAfter it all I never got anything from Geico or *** stating that this matter hasn't been handled or if any other actions needed to take part on my end.I didn't find out about this not being handled til I was denied an apartment n didn't understand why and when I went into *** for my rental for them to tell me I owed then 11k.So NO this has been handled correctly or remotely close and it has done nothing but affect me n the most negative manner possible. Regards, *** ***
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: the inforation provided is falseWhen I purchased the vehicle I'm Washington State, the auto dealer set up the auto insurance online for my husband and I at that timeShe required a debit card for purchase and an i.dI gave my Washington i.dGeico has admitted knowing that we were no longer California residents, but failed to call or follow upI've been through my email multiple times and haven't received anything. However, all of my mail was address and received in Washington. The vehicles have never been registered in CAI was unaware of the insurance mistake made at the hands of the dealer, and not corrected at the hands of GeicoGeico is admitting to falsifying my address knowing all well that I was a WA resident not a CA resident but dropped the ball in correcting this mistakeWhen I reviewed my policy, on 10-23-17, it clearly stated that I was covered under my underinsured motorist coverageWhen clicking on the description, it clearly states that in the event of being struck by an uninsured motorist or in the event of a hit and run accident, I would only be responsible for the first $100, not $When I called to address this issue I was apologized to and told by one of the supervisors that Geicos description of underinsured motorist coverage was incorrect and admitted it was misleadingSo I was paying for what your webpage, where the dealer signed me up at, say I was coveredI have photos for proof.
Regards,*** ***
Heather M*** Assistant Vice President April 7, *** *** Revdex.com KStreet NW, 10th Floor Washington, D.C. 20005- Re: Complaint ID: *** Dear *** *** We received your correspondence dated March 31, We have not included any personal identifying information in our response. We attempted to contact the complainant on April 4, 2017, and April 5, 2017; however, we were unsuccessful in reaching them. Our insured spoke with a member of our management team on March 30, Our insured was previously enrolled in recurring payments, and a monthly payment plan that required enrollment in a recurring payment method. Our insured disconnected recurring payments and elected to receive bills via direct invoice effective September 12, 2016. We sent notices to our insured on September 12, 2016, and January 9, 2017, advising that the payment plan selected required enrollment in a recurring payment method, and offering the option to re-enroll in recurring payments, or select a different payment plan. On February 3, 2017, our insured’s policy renewed for the policy term effective March 10, 2017. The payment plan was adjusted since our insured had not elected to re-enroll in recurring payments, and an email notification was sent to confirm. Renewal documents were also mailed to our insured, which included a billing schedule with the updated payment plan. The first payment of $was due on March 10, 2017, with subsequent monthly installments of $Our insured accessed her policy online on February 24, 2017, scheduling a payment of $to be withdrawn on March 10, 2017, and deferred enrollment into a recurring payment method thereafter. However, our insured subsequently called our service department to cancel the scheduled payment, which also cancelled the deferred enrollment into a recurring payment method, and selected a different payment plan. A revised bill for $was sent to our insured reflecting a due date of March 11, 2017, with subsequent monthly installments of $276.59. Unfortunately, a payment was not received and on March 13, 2017, a cancellation notice was sent, advising that the payment of $was due prior to March 24, 2017. Our insured made a partial payment of $online on March 17, 2017, which left a balance of $due prior to March 24, 2017. Further payment was not received and on March 25, 2017, a cancellation notice was sent, advising that the payment of the remaining $was due prior to April 10, On March 30, 2017, our insured contacted us to request a payment due date extension to April 14, 2017. Our insured spoke with a member of our management team who conducted a review of the policy, and as an exception, we approved a special payment arrangement. We value our insured’s patronage and apologize for any inconvenience she may have experiencedIf additional information is needed to close your file, please contact Joy K*** at ###-###-#### or ***@geico.comSincerely, Heather M*** Assistant Vice PresidentTell 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 as Answered]
Complaint: ***
I am rejecting this response because:After speaking with Jennifer H***'s manager and expressing my concern of lack of competicy, poor customer service, and lack to follow up Jennifer's manager still continued to keep her in charge of my caseAgain, when dealing with Jennifer she was extremely rudeI feel my case should have been handled by a manager or another representative given my poor experience with Jennifer H***'sI was off work for a week, was unable to exercise all summer long, unable to do things with my children such as hike or camp due to my injuryI spent numerous hours driving and attending therapyMy medical bills were over $11,which they were able to get reduced to a little over $7,I was offered $for my pain, suffering, time, gas etc I feel that was unfair and shows Geico's lack of care for the injuredI accepted this amount due to the fact I no longer wanted to deal with the poor customer service.
Regards,
*** ***
April 19,
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 19, follow up inquiry regarding the above referenced private passenger automobile insurance policy
Please be advised that our company’s position on the matter remains unchangedAs stated previously, GEICO writes a Family Auto Insurance Contract, and our company is legally liable for all licensed operators that are members of the insured’s household and or licensed operators that are given permissive use of the insured’s vehicle(s) unless they have other insurance coverage*** ** ***’s status was updated to an occasional operator on the policy when information was received from the DMV indicating that he obtained a driver’s licenseThe named insured was notified accordingly as evidenced by the previously submitted policy paperworkIt is GEICO’s position that no additional premium refund is owed to *** *** by our company
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 ###-###-####
Sincerely,
Brian O*** Executive Office
August 4,
Revdex.com
Attn: *** ***
K StNW, 10th Floor
Washington, D.C20005-
Re: Customer Name: *** ***
Case Number: ***
GEICO Indemnity Auto Insurance Company
Policy Number: *** Dear *** ***:
This is in
response to your correspondence received in our Washington, D.CExecutive OfficesIt was referred to the Richardson, TX Regional Office for a reply
We apologize for any misinformation *** *** may have received from our Customer Service DepartmentWe have reviewed *** ***’s policy and determined it is accurate
*** ***’s policy reflects his son, *** ***, was involved in an accident on April 14, The decision was made that the accident was not Reyner’s faultThe accident was closed, on April 17, 2014, and has not had a premium impact on the policy
*** *** was involved in an accident on March 20, The Claims Department reviewed the facts of the accident and concluded *** *** was at-fault in the occurrence*** ***’s renewal policy, effective September 9, through March 9, 2017, reflects the rating for this accidentThe previous policy premium was $1,605.90, and the current premium is $1,728.70, which is a six-month premium increase of $We regret that it was necessary to increase *** ***’s rates due his accident
In addition, vehicle insurance rates are determined by many factors, such as coverage limits, how far the vehicle is driven, age of the vehicle, and other considerationsIn *** ***’s case, there was an increase in premium because the symbols assigned to the *** recently changed
Vehicle symbols provide information about a vehicle's susceptibility to theft, safety features, and the cost to repair damagesGEICO recently updated the symbol for the ***, which is reflected on *** ***’s recent policy renewal.A policy review indicates *** ***, *** ***, and *** ***, are receiving the Defensive Driving discountThe Discounts Section, of the renewal Declaration Page, confirms the discount, in the amount of $190.30, is being given for Defensive Driving (copy enclosed)
We pledge to *** *** our commitment to continue to provide the best insurance protection and service to value, anywhereWe look forward to continuing our relationship with *** *** as part of the GEICO family for years to come
If 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,
Matthew Z*** Assistant Vice President
Enclosures
Cc: *** ***
*** *** ** Laredo TX ***
Jeremy C*** Assistant Vice President August 22, Revdex.com of Metro Washington DC & Eastern Pennsylvania K StNW, 10th Floor Washington, DC 20005- RE: complaint id #:
*** Complainant: *** *** Our Claim #: *** Our Insured: *** *** Loss Date: July 27, 2016 Dear Ms***, Thank you for your letter of inquiry dated August 15, Ms*** reported that on July 26, her vehicle was vandalized, causing glass damage and damage to the roof and front right doorShe covered her broken window with a garbage bagMs*** then changed her deductible from $2,to $effective July 27, 2016. When she returned to her vehicle on July 27, she discovered the garbage bag was torn off and additional damage was found that was not present on July 26, 2016. We arranged an inspection of Ms***’ vehicle and began an investigation in an attempt to verify the date of the second loss, based on the coverage change which was effective the same dayWe determined that there was no independent evidence to verify if the additional damage occurred on July 26, or July 27, 2016. Ms*** parked her vehicle around 7:PM on July 26, and did not return to her vehicle until approximately 7:AM on July 27, 2016. With no way to prove or disprove the reported date of loss we had decided to handle the claim on its merits and would be affording coverage with the $deductible On August 2, 2016, Auto Damage Adjuster, Patrick Benvenuto, completed an estimate for repairs based on the loss description by Ms*** and the visible damagesThe estimate for repair fell under Ms***’ $deductible due to a part price not being listed in the database of our softwareMs*** was advised that an invoice from her body shop of choice was needed to confirm the part costOnce received, we would address it and add it to the estimate as a supplement As of the date of this letter we have not received a supplement request from Ms***’ body shop. On August 19, Claim Supervisor, Scott J***, spoke with *** Auto BodyThey confirmed the repairs were ongoing and they would be submitting a supplement request hopefully no later than today. MrJ*** also left a voicemail for Ms*** explaining the $deductible would apply for this incident and her rental was extended through today. If any additional information is needed please contact Jenna W***, Consumer Relations Administrator at ###-###-#### or *** Sincerely, Jeremy C*** Assistant Vice President
July 5,
Revdex.com
Attn: *** ***
K StNW, 10th Floor
Washington, D.C. 20005-
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 regret *** *** is dissatisfied
with our prior responses
*** *** was mistakenly advised, on
June 13, 2016, he would receive a refund, in the amount of $23.52, as a result
of policy cancellation. The actual amount
of the refund was $2.64.
We will honor the original amount and
refund the difference of $20.88. *** *** will receive a credit, on his credit card ending in 8043, in the amount
of $within the next to business days
If 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,
Matthew Z***
Assistant Vice President
Cc:
*** ***
*** ** *** ***
La
Vernia TX ***
This
will acknowledge receipt of your request regarding the above named
insured’s private passenger automobile policy.
In
*** ***’s correspondence to your organization he expresses
concern regarding GEICO’s reporting of insurance to the
Massachusetts Registry of Motor Vehicles (RMV)
He explains that as
a result of GEICO’s inaccurate reporting of a lapse in coverage, he
has incurred a $fee from the RMV and loss of wagesMr
Negron has requested reimbursement of $for expenses paid as a
result of this incident
GEICO’s
records show that on December 7, 2016, *** ***’s policy was
scheduled to be cancelled effective December 30, due to *** *** having a suspended driver’s licenseGEICO sent an
electronic notification to the RMV advising that coverage for the
above named policy would be cancelled effective December 30,
On
December 14, 2016, *** *** contacted GEICO and advised that his
license had been restored and was activeGEICO confirmed this
information with the RMV and our decision to cancel the policy
effective December 30, was rescinded
*** *** contacted GEICO on April 1, and advised that his
vehicle’s registration had been revoked due to no insuranceIn
response to *** ***’s concern, GEICO submitted a transmission of
coverage to the RMV indicating continuous coverage since December 30,
In addition, an RMV form was sent to *** *** to clear up
his revoked registration with the RMV
Upon
receipt of correspondence from your organization and further review,
it was discovered that as a result of an isolated human error, GEICO
did not report to the RMV our decision to rescind the policy
cancellationThis resulted in the RMV showing a lapse in coverage
In recognition of our error, GEICO has made a decision to honor *** ***’s request and reimburse him $for the expenses paid
Please note that *** *** did not contact GEICO as warnings were
being sent by the RMV regarding the revocation of his vehicle’s
registrationThis is a one time-exception being made as a matter of
good faith and excellent customer service
If
you have any questions, or if GEICO can be of any further service in
this matter, please contact Barbara F* at ***
Sincerely,
Timothy
L***
Assistant
Vice President of Underwriting
March 16,
Revdex.com of Metro Washington DC & Eastern Pennsylvania
*** ***
K Street NW, 10th Floor Washington, DC 20005-
RE: Complaint ID: ***
Dear Ms***:
Thank you for your letter of March 8, regarding the consumer’s
claim in reference to Complaint ID ***
We apologize for any failure in prompt, courteous, and efficient customer service that we aim to provide to all of our customersThe concerns regarding no contact and not returning voicemails is not within our business practices and we have provided feedback to all that have been involved with the handling of the consumer's claim
We spoke with the consumer on March 9, and confirmed his address in order to mail him a check to repair his vehicleOn March 13, 2017, we contact the consumer to confirm payment was issuedDuring our discussion with the consumer, he stated he preferred the check be issued to and mailed directly to his body shop of choiceWe placed a stop pay on the check that was issued on March 9, and issued a new check per the consumer’s requestWe also assisted the consumer with a rental which is being direct billed to GEICOWe confirmed with the consumer that there were no further concerns or unresolved issues
Should you have further questions, please contact Michael Q***, Liability Claims Director, at ###-###-####
Very truly yours,
Kim O***
Assistant Vice President of Claims
KO/sdh
Dear *** ***: Thank you for your recent inquiry regarding *** ***’s claim and policyTo assist with our review of liability for the claim, we obtained recorded statements from the drivers *** *** and *** ***, as well as from the witness *** ***. In his recorded
interview, *** *** stated that he was slowly reversing from an angled parking space with an obstructed view due to a *** truck. While *** *** was reversing, *** *** drove through the parking lot and *** *** backed into *** ***’s vehicle. *** *** stated that he did not see *** ***’s vehicle prior to the impact*** *** stated in his recorded interview that he was traveling down the parking aisle when *** *** backed from an angled space and struck his vehicle. The point of impact on *** ***’s vehicle was the left rear door and the point of impact on *** ***’s vehicle was the driver side rear bumperThe witness, *** ***, stated that he was parked next to *** ***, sitting in his vehicle. *** *** confirmed that *** *** had an obstructed view to the rear due to a large *** truck. *** *** indicated that he believed *** *** had been speeding down the parking aisle as *** *** was backing out of his parking space and then the vehicles collided. *** *** also confirmed that he personally knows *** *** as a friendWe sent *** *** a letter explaining our decision to accept full responsibility for the loss given there is no independent information to show *** *** was speeding. As the backing party, *** *** has a greater duty to maintain a safe lookout and verify it is safe to back his vehicle. We called *** *** to explain our position on December 11, as well as February 12, Our records reflect that on September 7, *** ***'s policy was rewritten effective September 8, to reflect his move into the state of California from the state of MississippiOn September 6, 2016, he contacted our Customer Service Department and requested to add a *** to his policy effective September 7, At that time he notified us that the *** and *** were registered in the state of MaineAs is our procedure, confirmation of insurance coverage for the registered state of the vehicles (Maine) and the rated location of the policy (California) were sent to *** *** at the time of the endorsement and for each renewal; however, his policy has been rated for California since September 8, When *** ***'s policy was evaluated for renewal effective March 8, 2018, his driving record was reviewed. Pursuant to the California Insurance Code and in accordance with our Underwriting Guidelines, due to his currently suspended Maine driver’s license, his principally at-fault accident on December 8, 2017, and his March 10, violation and subsequent conviction for operating a motor vehicle after suspension, he is ineligible for a California Good Driver Discount policyAccordingly, on January 17, 2018, a Post Office Receipt Secured letter was sent advising of our intent to renew his policy with our affiliate, GEICO Casualty Company. Under our guidelines, GEICO General Insurance Company does not offer insurance to drivers that do not qualify to purchase a California Good Driver Discount policy due to their driving recordIn addition to the company change at *** ***'s renewal, there were multiple rating factors that also affected the premiumAs a result of the December 8, principally at-fault accident, a surcharge was applied to the policy renewalAdditionally, the estimated mileage for his *** was adjusted from 3,miles annually to 12,miles annually, as we did not receive the completed California Annual Mileage and Odometer Certification that was mailed to him on December 8, Lastly, his *** no longer qualifies for the New Vehicle Discount due to the age of the vehicleOn February 12, 2018, our Underwriting Department contacted *** *** in response to the documentation he had submitted confirming the reinstatement of his Maine driver’s license. He was advised that we had updated his policy to remove the license suspension from our records; however, we were unable to reconsider our decision to renew his policy in our GEICO Casualty Company as he was still ineligible for a California Good Driver Policy as a result of the previously mentioned at-fault accident and conviction. *** *** stated he was in the process of disputing the conviction listed on his driving recordThe underwriter advised him to submit an updated driving record confirming the removal and we would review for reconsiderationWe noted that in his statement to the Revdex.com, he believed that his policy was being surcharged for the license suspension that had been previously listed on his policyWe want to clarify that license suspensions are solely considered when determining eligibility for the California Good Driver discount and do not result in an additional surcharge on his policyOur records reflect that *** *** is receiving all discounts for which he currently qualifies. However, I have enclosed a list of all discounts offered by GEICO Casualty Company in the event he may qualify for an additional discountIn his request for assistance from the Revdex.com, *** *** asked that we apply Accident Forgiveness to his policy and remove the surcharge for the December 8, accidentWe are unable to honor this request as Accident Forgiveness is not available in CaliforniaIn addition, we are unable to remove the surcharge from his policy as it is accurately applied to his renewal effective March 8, in accordance with our rating plan that is filed with and approved by the California Department of InsuranceThank you for bringing this matter to our attention and allowing us the opportunity to review and respond. Please let us know if anything further is neededSincerely, JLee M***, JrAssistant Vice President, Claims
Thank you for your April 18, inquiry.We evaluated Ms***' ***-*** *** at *** *** Towing on February 15, After our inspection, we contacted Ms*** to discuss the repair estimate and ascertain the location of her shop of choiceMs***'s vehicle was a stolen
recovery and as such an investigation was under way to confirm liabilityOur liability adjuster contacted Ms*** on February, 25, to advise her the investigation was complete and liability was accepted.On February 26, 2016, we contacted Ms*** and attempted to tow her vehicle from *** *** Towing to her repair facility of choice, ***-*** of BuckheadDuring our attempt to tow her vehicle, the storage facility informed us the vehicle had been removed on February 23, by Ms***'s lien holderAfter contacting Ms***, we were informed the lien holder repossessed her vehicle after receiving notice from the tow yard that the vehicle was accruing storage fees daily and it could be auctioned if not moved timely.Ms*** and her lien holder were unable to provide the vehicle to us until March 3, 2016, At that time, we had the vehicle towed from her lien holder’s storage facility to ***-*** of BuckheadOnce ***-*** of Buckhead received the vehicle, they were unable to locate the vehicle on their lot from March 3, until March 20, Ms*** was informed at that time by ***-*** that they did not have a body shop to perform the repairs and would be sending her vehicle to *** *** of Buckhead to complete the repairs.*** *** of Buckhead started the repairs on March 23, as soon as they received the vehicle and Ms***'s repair authorizationOur auto damage adjuster located at *** *** was notified of supplemental damages on April 4, and the supplement was completed on April 5, 2016.In an effort to settle the claim, we explained the Rental Reimbursement coverage and made all parties aware of the initial delays by Ms***'s lien holder and *** *** of BuckheadWe notified Ms*** on both March 23, and April 8, we were willing to issue payment to her up to her rental policy limits of $after receiving a copy of her rental invoiceWe received the rental invoice on April 18, and began reviewing the invoice for payment to be issued.On April 20, 2016, we spoke with Ms*** in regards to her rental invoiceAlthough no delays were on our behalf, we extended an additional courtesy rental reimbursement payment to her in the amount of $750.00, The rental reimbursement payment was issued and mailed to Ms*** on April 20, in the total amount of $1,650.00.Should you have further questions, please contact our field manager, Melvin Ingram, at ###-###-####.Sincerely,Carl AT*** Assistant Vice President
April 19, Revdex.com K Street, NW, 10th Floor Washington, DC 20005- Attention: *** *** Regarding: *** *** *** Policy #: XXXX-XX-*** Complaint ID: *** Dear *** ***: We have received your additional request for assistance on behalf of *** *** ***. A response to *** *** has been sent via United States Post Office mail. In our previous response to *** ***, we have provided a detailed overview of the billing transactions on her policy and instructions on managing automatic payments through our website. We also explained that in order to protect the privacy of our customers’ information we do not provide detailed policy information to the Revdex.com If you have any additional questions, please contact our analyst, Kynda V***, at ###-###-####, extension *** Sincerely, Gregory J*** Assistant Vice President GEICO Casualty Company
August 2,
*** ***
Revdex.com of Metro Washington DC & Eastern Pennsylvania
K Street NW, 10th FloorWashington, DC 20005-
RE: File Number: ***
Dear Ms***:
Thank you for your letter of July 25, regarding the above consumer’s claim
On May 17, 2017, the consumer was involved in a collision loss and the loss was subsequently reported to us on May 18, On May 22, 2017, we prepared a repair estimate for the consumer’s vehicle totaling $6,We inadvertently issued a payment for the repair estimate, minus the consumer’s deductible, to the consumer’s body shop of choice, Palm Beach ***We quickly recognized this error, communicated the error to the consumer, and took action to correct the payment immediately
Our estimate for repairs exceeded the actual cash value of the vehicleAs a result, we deemed the consumer’s vehicle to be a total lossDuring our inspection of the vehicle, we were unable to obtain the vehicle’s current mileage, which is necessary to determine the vehicle’s value, due to loss of functionality from damages sustained during the collision lossWe communicated to the consumer we would attempt to gain the mileage after the vehicle was relocated to the salvage yard, where additional tools would be at our disposalOn June 1, 2017, we obtained the current mileage for the vehicle and assessed the consumer’s vehicle to have an actual cash value of $5,After applying applicable sales tax of $and taking into account the consumer’s $collision deductible, we reached a final settlement amount of $4,and communicated this information to the consumerIn addition, we advised the consumer of the reasonable expectation for rental coverage as applicable per the consumer’s automobile insurance policy and provided ample coverage needed to settle the consumer’s claimAs noted in our previous response, we will gladly review any rental invoices for potential reimbursementWe will also pursue reimbursement of the consumer’s collision deductible from the adverse carrier
We apologize our level of communication did not meet the consumer’s expectationOur claim file notes numerous attempts to contact the consumer in efforts to resolve any concerns and to settle her property damage claimOn August 1, 2017, we were successful in making contact with the consumer and attempted to schedule a convenient time to settle the consumer’s total loss claimThe consumer advised that she would only settle her property damage claim after her medical claim is settled, all rental invoices are paid in full, and her deductible is waivedWe have advised the consumer that we are not able to meet all of these demands, however we will continue to work towards resolution and completion of the settlement of all aspect of her claimOf note, our settlement of the property damage claim does not have any bearing on the medical or rental portion of the claim and the consumer can still pursue those portions of the claim accordingly
If you have any further questions, please feel free to contact our South Florida Manager, Evan R***, at ###-###-####
Very truly yours,
Ryan W***
Assistant Vice President
KO/sdh
My vehicle has never been on my parents insurance at allIt's my own vehicleThis company has lied and they said they add medical when I started full coverage on the phone with them but they don't keep records past 30daysPlus this is my own policy for my car But they never add it when they were supposed to they are covering up there mistake to advoid settle this claim with me by law they have to settle and pay up for this claimThis is not the first time Geico has done this to peopleI did have that coverage but they took it off before it was put down also they tried to remove my coverage with out my consentAnd with out telling meClaim is not settleI demand to be compensated for my pain and suffering from this wreck and have my hospital bill paid for to resolve this matter
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
December 19, 2015*** ***
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 *** ***:
This is in response to the request to cancel *** ***’ policy
*** ***’ policy has been cancelled effective December 18, A refund of $was sent to his credit card
We certainly are upset that we lost *** *** as a customer and hope he would reconsider in the future if he purchases another vehicleIf you have any additional questions please contact Chelsea G*** at *** EXT ***She is available Monday through Friday 7:a.mto 3:p.mEST
Sincerely,
Brandon T***
Underwriting Manager
We have received your request for assistance on behalf of *** ***A response to Mr*** has been sent via United States Post Office mailThe following is a summary of that response.We recently sent Mr*** a letter offering him an opportunity to purchase a policy under our GEICO
Family Pricing ProgramThis program allows children to receive a potentially reduced rate and some of the discounts that are offered on their parent's policy.There was no promise made of providing the exact same rates as Mr***'s parentsWhen rating an automobile policy, we take into consideration driving history, vehicle location, vehicle usage, and other additional factors that directly affect a policy premiumSince Mr*** resides in a different state, his policy would conform to the regulations and our filed rating plan for the domicile state.Our records show that Mr***'s father has chosen to continue to insure his son's vehicleIn order to provide coverage, we established a separate policy for his location in Oregon.If you have any additional questions, please contact our analyst, Mary A***, at ###-###-####, extension 5508,Sincerely,Gregory J***Assistant Vice President GEICO General Insurance Company
ResponseThank you for your March 27, e-mail regarding *** ***'s complaintMr*** asked that I respond on his behalf and I welcome the opportunity.Our records indicate the payments Ms*** requested to cancel were cancelled and not submitted to her bankThe only payments
submitted to her bank were the payments she initiated online at GEICO.comIf Ms*** would like to discuss this further, she can contact our hour Customer Service Department at ###-###-####.I hope this information is helpfulIf you require further assistance regarding this matter, please contact my associate, David K***, at ###-###-####, extension 4182.Sincerely,Underwriting Manager GEICO Insurance Companies
February 7, 2017Revdex.comAttn: *** ***K StNW, 10th FloorWashington, D.C 20005-3404Re: Customer Name: *** *** Case Number: *** Company Name: GEICO Auto Insurance CompanyPolicy Number: ***Dear Ms***:This is in response to your correspondence, dated February 7, 2017, received in our Washington, D.CExecutive Offices It was referred to the Richardson, TX Regional Office for a reply.We regret Ms*** was dissatisfied with our original response dated January 13, She mailed a letter to MrZ***, Assistant Vice President, dated January 30, Our response, dated February 1, 2017, is enclosed We trust this information will allow you to close your file on this case.If you need additional information, please contact Patti K*** by telephone at ###-###-####, from 8:am to 4:pm CST, or by email at ***.Sincerely,Matthew Z***Assistant Vice PresidentEnclosure:Cc: *** *** *** *** Dr Humble TX 77396 This is in response to your correspondence sent to MsK*** on January 30, 2017.We want to thank you for your feedback and apologize to you for any frustrations you had with our companyWe strive to be a company who shows we are fanatics for outstanding customer service and where our customers want to continue doing business with us and recommend us to others.We are taking your feedback seriously to improve our customers experiences.Ms***, we sincerely hope that we are able to regain your trust in the futureIf you find your current insurance needs are not being met, we hope you reach out to usWe would be happy to welcome you into the GEICO family.Sincerely, Matthew Z*** Assistant Vice President
February 23, 2018Dear *** ***:This will acknowledge receipt
* of GEICO’s Executive Office
* at ###-###-####.It is GEICO’s position that
* at
of your request regarding the above named insured’s private passenger
automobile policy. In *** ***’s
correspondence to your organization she expresses concern regarding the
cancellation of her GEICO automobile insurance
policy for non-payment of
premium and subsequent increase in premium upon reissue.GEICO’s records show that on
December 9, 2017, *** *** and her spouse purchased a Massachusetts
automobile insurance policy and a New York automobile insurance policy. The New York policy was enrolled into GEICO’s
monthly automatic payment plan whereas the Massachusetts policy was not.On December 21, 2017, an
installment bill was sent for the Massachusetts policy advising that a payment
of $was due on January 10, 2018.
No payment was received. As a
result, a notice of cancellation for non-payment of premium was sent on January
12, advising that a payment of $would be due by February 2, to
avoid policy cancellation.*** *** contacted GEICO
via telephone on January 16, 2018, and changed the credit card information used
for the monthly automatic payments on the New York policy. There was no payment made to the New York
policy using the new credit card information.As no payment was received,
the Massachusetts policy was cancelled on February 2, for non-payment of
premium. Per Massachusetts regulation,
the policy was reported to the Registry of Motor Vehicles (RMV) that it had
cancelled for non-payment of premium Please note that GEICO does not report the
cancellation of policies for non-payment of premium to any of the Credit Bureau
agencies*** *** contacted GEICO
via telephone on February 9, and requested a quote to reissue the
Massachusetts policy. She was offered a
quote to reissue the policy in a higher priced tier based upon GEICO’s filed
and approved underwriting guidelines. *** *** declined GEICO’s
offer of reissue.In regards to *** ***’s
concern that she is being penalized by having to pay for one year up front, in
Massachusetts some insurance companies may require that the customer pay the
policy premium in full if their policy with their last carrier cancelled for
non-payment of premium.Upon receipt of
correspondence from your organization, the policy was reviewed for resolution
of *** ***’s concerns. As a matter
of good faith and excellent customer service, GEICO would like to offer to
reinstate the policy effective February 2, 2018. Barbara F
has reached out to *** *** on February 26th and February 27th to advise her of our offer but unfortunately our attempts to reach her have
been unsuccessfulIf *** *** would like to accept our offer she can
contact MrsF
all proper procedures were followed in the handling of *** ***’s policy. If you have any questions, or if GEICO can be
of any further service in this matter, please contact Barbara F
###-###-####.Sincerely,Timothy L.Assistant Vice President of
Underwriting
[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: [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: This was not handled correctlyI was made the changes to my policy and the agent that handled the call read back to me that I was having a deductible of $on both my comp and collusion coverage, as well as getting rental coverage and making sure that it was effective that day because I needed to be changed that day because of the situation that I was having with my ex boyfriend and him wanting to damage my car and meI didn't notice that the coverage wasn't correct until I got the email stating what my deductible was when I filed my claimIf it wasn't for this claim I wouldn't have never knew that my coverage wasn't correct until something came up for me to have to file a claimUnfortunately I ended up having to file a claim therefore bring my deductibles to my attention. I called that morning letting the agent know that my deductibles were not what they were suppose to beAnd I told her what took place on the call and that both of my deductibles should have been and that agent read it back to me that wayShe said that it was nothing that she could do since I had already filed my claim and could change it for this date forward and I told her that is not going to help with the situation that I am having currentlyThe agent that made the changes to my policy made them incorrectI asked her if the call was recorded because that will definitely prove my caseShe went to tell me there was no recording and that it was my fault for not checking my documents, not an error on there part and that is incorrectAnd this now the second time that Geico has not had my policy correct, to make my life as there customer run smoothly and have the coverage that I am paying forOnce she transferred me over to claims the agent was first to say something about my deductible and ask why it was so high on a car such as mine.(I had *** *** with over 175k on it) no reason for my deductible to b that high and it was only a $difference for my to have my deductible at on both comp and collusion LIKE I HAD REQUESTED!! If the Geico agent would have did her job right the first, at the policy change, I wouldn't be having this problem and then at the same timeAnd I said that I never opened the email....I gets tones of emails a day for all kind of things so I don't check all of my emailsI didn't even recerive anything in the mailWhen my payment is needed that letter comes to my address with no problem but when I make a policy change I don't receive n e thing n the mail and the policy change convo isn't even recorded like why would something as important as a policy change not be recorded for such reasons as this!!! Now as fair as my accident on last yearThe answer that was given is so NOT RIGHT AT ALL!!!! When I filed my claim, for my car getting damaged, I thought my policy was full coverageMade my claim it was covered, I was driver at the time so I couldn't be without a car and Geico set up a rent for me to go pick up at EnterpriseI went to get the *** ***, the *** agent showed me the car and asked me if I wanted to get their insurance and I declined because that is what I pay Geico forIn March I slide on some ice and ended totaling the carI was in shock of all that was happening that I made my boyfriend at the time handle the phone callshe called *** and let them know about the car and since I didn't have their insurance they said I my insurance would have to take care of it and that it would go under my collision insuranceWe then called Geico and that is when everything went down hillThe agent said that my policy didn't have collusion coverage on itI got on the phone and asked the agent "i had full coverage correct?" NO....seriously this is not correct I told himI said why would Geico reserve me a rental knowing that I would need to have both collusion and comp coverage in order to even get a rentalHe said that he would look into this and give me a call backI then called *** back and told them that Geico was looking into this and was going to give me a call back and that's when the *** rep told me that its in there policy that in order to get a rental, the driver has to have both comp and collusion or have to purchase their insurance to have the car covered during the use of the rentalLater that week I received a call from one of the Geico agents saying that they were going to back date my policy so that I have the coverage for the time of the accident and making with collusion coverage and that my deductible would be $And that I would receive a statement/ invoice in regards to resolving the claimAfter it all I never got anything from Geico or *** stating that this matter hasn't been handled or if any other actions needed to take part on my end.I didn't find out about this not being handled til I was denied an apartment n didn't understand why and when I went into *** for my rental for them to tell me I owed then 11k.So NO this has been handled correctly or remotely close and it has done nothing but affect me n the most negative manner possible. Regards, *** ***
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: the inforation provided is falseWhen I purchased the vehicle I'm Washington State, the auto dealer set up the auto insurance online for my husband and I at that timeShe required a debit card for purchase and an i.dI gave my Washington i.dGeico has admitted knowing that we were no longer California residents, but failed to call or follow upI've been through my email multiple times and haven't received anything. However, all of my mail was address and received in Washington. The vehicles have never been registered in CAI was unaware of the insurance mistake made at the hands of the dealer, and not corrected at the hands of GeicoGeico is admitting to falsifying my address knowing all well that I was a WA resident not a CA resident but dropped the ball in correcting this mistakeWhen I reviewed my policy, on 10-23-17, it clearly stated that I was covered under my underinsured motorist coverageWhen clicking on the description, it clearly states that in the event of being struck by an uninsured motorist or in the event of a hit and run accident, I would only be responsible for the first $100, not $When I called to address this issue I was apologized to and told by one of the supervisors that Geicos description of underinsured motorist coverage was incorrect and admitted it was misleadingSo I was paying for what your webpage, where the dealer signed me up at, say I was coveredI have photos for proof.
Regards,*** ***
Heather M*** Assistant Vice President April 7, *** *** Revdex.com KStreet NW, 10th Floor Washington, D.C. 20005- Re: Complaint ID: *** Dear *** *** We received your correspondence dated March 31, We have not included any personal identifying information in our response. We attempted to contact the complainant on April 4, 2017, and April 5, 2017; however, we were unsuccessful in reaching them. Our insured spoke with a member of our management team on March 30, Our insured was previously enrolled in recurring payments, and a monthly payment plan that required enrollment in a recurring payment method. Our insured disconnected recurring payments and elected to receive bills via direct invoice effective September 12, 2016. We sent notices to our insured on September 12, 2016, and January 9, 2017, advising that the payment plan selected required enrollment in a recurring payment method, and offering the option to re-enroll in recurring payments, or select a different payment plan. On February 3, 2017, our insured’s policy renewed for the policy term effective March 10, 2017. The payment plan was adjusted since our insured had not elected to re-enroll in recurring payments, and an email notification was sent to confirm. Renewal documents were also mailed to our insured, which included a billing schedule with the updated payment plan. The first payment of $was due on March 10, 2017, with subsequent monthly installments of $Our insured accessed her policy online on February 24, 2017, scheduling a payment of $to be withdrawn on March 10, 2017, and deferred enrollment into a recurring payment method thereafter. However, our insured subsequently called our service department to cancel the scheduled payment, which also cancelled the deferred enrollment into a recurring payment method, and selected a different payment plan. A revised bill for $was sent to our insured reflecting a due date of March 11, 2017, with subsequent monthly installments of $276.59. Unfortunately, a payment was not received and on March 13, 2017, a cancellation notice was sent, advising that the payment of $was due prior to March 24, 2017. Our insured made a partial payment of $online on March 17, 2017, which left a balance of $due prior to March 24, 2017. Further payment was not received and on March 25, 2017, a cancellation notice was sent, advising that the payment of the remaining $was due prior to April 10, On March 30, 2017, our insured contacted us to request a payment due date extension to April 14, 2017. Our insured spoke with a member of our management team who conducted a review of the policy, and as an exception, we approved a special payment arrangement. We value our insured’s patronage and apologize for any inconvenience she may have experiencedIf additional information is needed to close your file, please contact Joy K*** at ###-###-#### or ***@geico.comSincerely, Heather M*** Assistant Vice PresidentTell 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 as Answered]
Complaint: ***
I am rejecting this response because:After speaking with Jennifer H***'s manager and expressing my concern of lack of competicy, poor customer service, and lack to follow up Jennifer's manager still continued to keep her in charge of my caseAgain, when dealing with Jennifer she was extremely rudeI feel my case should have been handled by a manager or another representative given my poor experience with Jennifer H***'sI was off work for a week, was unable to exercise all summer long, unable to do things with my children such as hike or camp due to my injuryI spent numerous hours driving and attending therapyMy medical bills were over $11,which they were able to get reduced to a little over $7,I was offered $for my pain, suffering, time, gas etc I feel that was unfair and shows Geico's lack of care for the injuredI accepted this amount due to the fact I no longer wanted to deal with the poor customer service.
Regards,
*** ***
April 19,
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 19, follow up inquiry regarding the above referenced private passenger automobile insurance policy
Please be advised that our company’s position on the matter remains unchangedAs stated previously, GEICO writes a Family Auto Insurance Contract, and our company is legally liable for all licensed operators that are members of the insured’s household and or licensed operators that are given permissive use of the insured’s vehicle(s) unless they have other insurance coverage*** ** ***’s status was updated to an occasional operator on the policy when information was received from the DMV indicating that he obtained a driver’s licenseThe named insured was notified accordingly as evidenced by the previously submitted policy paperworkIt is GEICO’s position that no additional premium refund is owed to *** *** by our company
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 ###-###-####
Sincerely,
Brian O*** Executive Office
August 4,
Revdex.com
Attn: *** ***
K StNW, 10th Floor
Washington, D.C20005-
Re: Customer Name: *** ***
Case Number: ***
GEICO Indemnity Auto Insurance Company
Policy Number: *** Dear *** ***:
This is in
response to your correspondence received in our Washington, D.CExecutive OfficesIt was referred to the Richardson, TX Regional Office for a reply
We apologize for any misinformation *** *** may have received from our Customer Service DepartmentWe have reviewed *** ***’s policy and determined it is accurate
*** ***’s policy reflects his son, *** ***, was involved in an accident on April 14, The decision was made that the accident was not Reyner’s faultThe accident was closed, on April 17, 2014, and has not had a premium impact on the policy
*** *** was involved in an accident on March 20, The Claims Department reviewed the facts of the accident and concluded *** *** was at-fault in the occurrence*** ***’s renewal policy, effective September 9, through March 9, 2017, reflects the rating for this accidentThe previous policy premium was $1,605.90, and the current premium is $1,728.70, which is a six-month premium increase of $We regret that it was necessary to increase *** ***’s rates due his accident
In addition, vehicle insurance rates are determined by many factors, such as coverage limits, how far the vehicle is driven, age of the vehicle, and other considerationsIn *** ***’s case, there was an increase in premium because the symbols assigned to the *** recently changed
Vehicle symbols provide information about a vehicle's susceptibility to theft, safety features, and the cost to repair damagesGEICO recently updated the symbol for the ***, which is reflected on *** ***’s recent policy renewal.A policy review indicates *** ***, *** ***, and *** ***, are receiving the Defensive Driving discountThe Discounts Section, of the renewal Declaration Page, confirms the discount, in the amount of $190.30, is being given for Defensive Driving (copy enclosed)
We pledge to *** *** our commitment to continue to provide the best insurance protection and service to value, anywhereWe look forward to continuing our relationship with *** *** as part of the GEICO family for years to come
If 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,
Matthew Z*** Assistant Vice President
Enclosures
Cc: *** ***
*** *** ** Laredo TX ***
Jeremy C*** Assistant Vice President August 22, Revdex.com of Metro Washington DC & Eastern Pennsylvania K StNW, 10th Floor Washington, DC 20005- RE: complaint id #:
*** Complainant: *** *** Our Claim #: *** Our Insured: *** *** Loss Date: July 27, 2016 Dear Ms***, Thank you for your letter of inquiry dated August 15, Ms*** reported that on July 26, her vehicle was vandalized, causing glass damage and damage to the roof and front right doorShe covered her broken window with a garbage bagMs*** then changed her deductible from $2,to $effective July 27, 2016. When she returned to her vehicle on July 27, she discovered the garbage bag was torn off and additional damage was found that was not present on July 26, 2016. We arranged an inspection of Ms***’ vehicle and began an investigation in an attempt to verify the date of the second loss, based on the coverage change which was effective the same dayWe determined that there was no independent evidence to verify if the additional damage occurred on July 26, or July 27, 2016. Ms*** parked her vehicle around 7:PM on July 26, and did not return to her vehicle until approximately 7:AM on July 27, 2016. With no way to prove or disprove the reported date of loss we had decided to handle the claim on its merits and would be affording coverage with the $deductible On August 2, 2016, Auto Damage Adjuster, Patrick Benvenuto, completed an estimate for repairs based on the loss description by Ms*** and the visible damagesThe estimate for repair fell under Ms***’ $deductible due to a part price not being listed in the database of our softwareMs*** was advised that an invoice from her body shop of choice was needed to confirm the part costOnce received, we would address it and add it to the estimate as a supplement As of the date of this letter we have not received a supplement request from Ms***’ body shop. On August 19, Claim Supervisor, Scott J***, spoke with *** Auto BodyThey confirmed the repairs were ongoing and they would be submitting a supplement request hopefully no later than today. MrJ*** also left a voicemail for Ms*** explaining the $deductible would apply for this incident and her rental was extended through today. If any additional information is needed please contact Jenna W***, Consumer Relations Administrator at ###-###-#### or *** Sincerely, Jeremy C*** Assistant Vice President
July 5,
Revdex.com
Attn: *** ***
K StNW, 10th Floor
Washington, D.C. 20005-
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 regret *** *** is dissatisfied
with our prior responses
*** *** was mistakenly advised, on
June 13, 2016, he would receive a refund, in the amount of $23.52, as a result
of policy cancellation. The actual amount
of the refund was $2.64.
We will honor the original amount and
refund the difference of $20.88. *** *** will receive a credit, on his credit card ending in 8043, in the amount
of $within the next to business days
If 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,
Matthew Z***
Assistant Vice President
Cc:
*** ***
*** ** *** ***
La
Vernia TX ***
This
* at ***
will acknowledge receipt of your request regarding the above named
insured’s private passenger automobile policy.
In
*** ***’s correspondence to your organization he expresses
concern regarding GEICO’s reporting of insurance to the
Massachusetts Registry of Motor Vehicles (RMV)
He explains that as
a result of GEICO’s inaccurate reporting of a lapse in coverage, he
has incurred a $fee from the RMV and loss of wagesMr
Negron has requested reimbursement of $for expenses paid as a
result of this incident
GEICO’s
records show that on December 7, 2016, *** ***’s policy was
scheduled to be cancelled effective December 30, due to *** *** having a suspended driver’s licenseGEICO sent an
electronic notification to the RMV advising that coverage for the
above named policy would be cancelled effective December 30,
On
December 14, 2016, *** *** contacted GEICO and advised that his
license had been restored and was activeGEICO confirmed this
information with the RMV and our decision to cancel the policy
effective December 30, was rescinded
*** *** contacted GEICO on April 1, and advised that his
vehicle’s registration had been revoked due to no insuranceIn
response to *** ***’s concern, GEICO submitted a transmission of
coverage to the RMV indicating continuous coverage since December 30,
In addition, an RMV form was sent to *** *** to clear up
his revoked registration with the RMV
Upon
receipt of correspondence from your organization and further review,
it was discovered that as a result of an isolated human error, GEICO
did not report to the RMV our decision to rescind the policy
cancellationThis resulted in the RMV showing a lapse in coverage
In recognition of our error, GEICO has made a decision to honor *** ***’s request and reimburse him $for the expenses paid
Please note that *** *** did not contact GEICO as warnings were
being sent by the RMV regarding the revocation of his vehicle’s
registrationThis is a one time-exception being made as a matter of
good faith and excellent customer service
If
you have any questions, or if GEICO can be of any further service in
this matter, please contact Barbara F
Sincerely,
Timothy
L***
Assistant
Vice President of Underwriting
March 16,
Revdex.com of Metro Washington DC & Eastern Pennsylvania
*** ***
K Street NW, 10th Floor Washington, DC 20005-
RE: Complaint ID: ***
Dear Ms***:
Thank you for your letter of March 8, regarding the consumer’s
claim in reference to Complaint ID ***
We apologize for any failure in prompt, courteous, and efficient customer service that we aim to provide to all of our customersThe concerns regarding no contact and not returning voicemails is not within our business practices and we have provided feedback to all that have been involved with the handling of the consumer's claim
We spoke with the consumer on March 9, and confirmed his address in order to mail him a check to repair his vehicleOn March 13, 2017, we contact the consumer to confirm payment was issuedDuring our discussion with the consumer, he stated he preferred the check be issued to and mailed directly to his body shop of choiceWe placed a stop pay on the check that was issued on March 9, and issued a new check per the consumer’s requestWe also assisted the consumer with a rental which is being direct billed to GEICOWe confirmed with the consumer that there were no further concerns or unresolved issues
Should you have further questions, please contact Michael Q***, Liability Claims Director, at ###-###-####
Very truly yours,
Kim O***
Assistant Vice President of Claims
KO/sdh
Dear *** ***: Thank you for your recent inquiry regarding *** ***’s claim and policyTo assist with our review of liability for the claim, we obtained recorded statements from the drivers *** *** and *** ***, as well as from the witness *** ***. In his recorded
interview, *** *** stated that he was slowly reversing from an angled parking space with an obstructed view due to a *** truck. While *** *** was reversing, *** *** drove through the parking lot and *** *** backed into *** ***’s vehicle. *** *** stated that he did not see *** ***’s vehicle prior to the impact*** *** stated in his recorded interview that he was traveling down the parking aisle when *** *** backed from an angled space and struck his vehicle. The point of impact on *** ***’s vehicle was the left rear door and the point of impact on *** ***’s vehicle was the driver side rear bumperThe witness, *** ***, stated that he was parked next to *** ***, sitting in his vehicle. *** *** confirmed that *** *** had an obstructed view to the rear due to a large *** truck. *** *** indicated that he believed *** *** had been speeding down the parking aisle as *** *** was backing out of his parking space and then the vehicles collided. *** *** also confirmed that he personally knows *** *** as a friendWe sent *** *** a letter explaining our decision to accept full responsibility for the loss given there is no independent information to show *** *** was speeding. As the backing party, *** *** has a greater duty to maintain a safe lookout and verify it is safe to back his vehicle. We called *** *** to explain our position on December 11, as well as February 12, Our records reflect that on September 7, *** ***'s policy was rewritten effective September 8, to reflect his move into the state of California from the state of MississippiOn September 6, 2016, he contacted our Customer Service Department and requested to add a *** to his policy effective September 7, At that time he notified us that the *** and *** were registered in the state of MaineAs is our procedure, confirmation of insurance coverage for the registered state of the vehicles (Maine) and the rated location of the policy (California) were sent to *** *** at the time of the endorsement and for each renewal; however, his policy has been rated for California since September 8, When *** ***'s policy was evaluated for renewal effective March 8, 2018, his driving record was reviewed. Pursuant to the California Insurance Code and in accordance with our Underwriting Guidelines, due to his currently suspended Maine driver’s license, his principally at-fault accident on December 8, 2017, and his March 10, violation and subsequent conviction for operating a motor vehicle after suspension, he is ineligible for a California Good Driver Discount policyAccordingly, on January 17, 2018, a Post Office Receipt Secured letter was sent advising of our intent to renew his policy with our affiliate, GEICO Casualty Company. Under our guidelines, GEICO General Insurance Company does not offer insurance to drivers that do not qualify to purchase a California Good Driver Discount policy due to their driving recordIn addition to the company change at *** ***'s renewal, there were multiple rating factors that also affected the premiumAs a result of the December 8, principally at-fault accident, a surcharge was applied to the policy renewalAdditionally, the estimated mileage for his *** was adjusted from 3,miles annually to 12,miles annually, as we did not receive the completed California Annual Mileage and Odometer Certification that was mailed to him on December 8, Lastly, his *** no longer qualifies for the New Vehicle Discount due to the age of the vehicleOn February 12, 2018, our Underwriting Department contacted *** *** in response to the documentation he had submitted confirming the reinstatement of his Maine driver’s license. He was advised that we had updated his policy to remove the license suspension from our records; however, we were unable to reconsider our decision to renew his policy in our GEICO Casualty Company as he was still ineligible for a California Good Driver Policy as a result of the previously mentioned at-fault accident and conviction. *** *** stated he was in the process of disputing the conviction listed on his driving recordThe underwriter advised him to submit an updated driving record confirming the removal and we would review for reconsiderationWe noted that in his statement to the Revdex.com, he believed that his policy was being surcharged for the license suspension that had been previously listed on his policyWe want to clarify that license suspensions are solely considered when determining eligibility for the California Good Driver discount and do not result in an additional surcharge on his policyOur records reflect that *** *** is receiving all discounts for which he currently qualifies. However, I have enclosed a list of all discounts offered by GEICO Casualty Company in the event he may qualify for an additional discountIn his request for assistance from the Revdex.com, *** *** asked that we apply Accident Forgiveness to his policy and remove the surcharge for the December 8, accidentWe are unable to honor this request as Accident Forgiveness is not available in CaliforniaIn addition, we are unable to remove the surcharge from his policy as it is accurately applied to his renewal effective March 8, in accordance with our rating plan that is filed with and approved by the California Department of InsuranceThank you for bringing this matter to our attention and allowing us the opportunity to review and respond. Please let us know if anything further is neededSincerely, JLee M***, JrAssistant Vice President, Claims
Thank you for your April 18, inquiry.We evaluated Ms***' ***-*** *** at *** *** Towing on February 15, After our inspection, we contacted Ms*** to discuss the repair estimate and ascertain the location of her shop of choiceMs***'s vehicle was a stolen
recovery and as such an investigation was under way to confirm liabilityOur liability adjuster contacted Ms*** on February, 25, to advise her the investigation was complete and liability was accepted.On February 26, 2016, we contacted Ms*** and attempted to tow her vehicle from *** *** Towing to her repair facility of choice, ***-*** of BuckheadDuring our attempt to tow her vehicle, the storage facility informed us the vehicle had been removed on February 23, by Ms***'s lien holderAfter contacting Ms***, we were informed the lien holder repossessed her vehicle after receiving notice from the tow yard that the vehicle was accruing storage fees daily and it could be auctioned if not moved timely.Ms*** and her lien holder were unable to provide the vehicle to us until March 3, 2016, At that time, we had the vehicle towed from her lien holder’s storage facility to ***-*** of BuckheadOnce ***-*** of Buckhead received the vehicle, they were unable to locate the vehicle on their lot from March 3, until March 20, Ms*** was informed at that time by ***-*** that they did not have a body shop to perform the repairs and would be sending her vehicle to *** *** of Buckhead to complete the repairs.*** *** of Buckhead started the repairs on March 23, as soon as they received the vehicle and Ms***'s repair authorizationOur auto damage adjuster located at *** *** was notified of supplemental damages on April 4, and the supplement was completed on April 5, 2016.In an effort to settle the claim, we explained the Rental Reimbursement coverage and made all parties aware of the initial delays by Ms***'s lien holder and *** *** of BuckheadWe notified Ms*** on both March 23, and April 8, we were willing to issue payment to her up to her rental policy limits of $after receiving a copy of her rental invoiceWe received the rental invoice on April 18, and began reviewing the invoice for payment to be issued.On April 20, 2016, we spoke with Ms*** in regards to her rental invoiceAlthough no delays were on our behalf, we extended an additional courtesy rental reimbursement payment to her in the amount of $750.00, The rental reimbursement payment was issued and mailed to Ms*** on April 20, in the total amount of $1,650.00.Should you have further questions, please contact our field manager, Melvin Ingram, at ###-###-####.Sincerely,Carl AT*** Assistant Vice President
April 19, Revdex.com K Street, NW, 10th Floor Washington, DC 20005- Attention: *** *** Regarding: *** *** *** Policy #: XXXX-XX-*** Complaint ID: *** Dear *** ***: We have received your additional request for assistance on behalf of *** *** ***. A response to *** *** has been sent via United States Post Office mail. In our previous response to *** ***, we have provided a detailed overview of the billing transactions on her policy and instructions on managing automatic payments through our website. We also explained that in order to protect the privacy of our customers’ information we do not provide detailed policy information to the Revdex.com If you have any additional questions, please contact our analyst, Kynda V***, at ###-###-####, extension *** Sincerely, Gregory J*** Assistant Vice President GEICO Casualty Company
August 2,
*** ***
Revdex.com of Metro Washington DC & Eastern Pennsylvania
K Street NW, 10th FloorWashington, DC 20005-
RE: File Number: ***
Dear Ms***:
Thank you for your letter of July 25, regarding the above consumer’s claim
On May 17, 2017, the consumer was involved in a collision loss and the loss was subsequently reported to us on May 18, On May 22, 2017, we prepared a repair estimate for the consumer’s vehicle totaling $6,We inadvertently issued a payment for the repair estimate, minus the consumer’s deductible, to the consumer’s body shop of choice, Palm Beach ***We quickly recognized this error, communicated the error to the consumer, and took action to correct the payment immediately
Our estimate for repairs exceeded the actual cash value of the vehicleAs a result, we deemed the consumer’s vehicle to be a total lossDuring our inspection of the vehicle, we were unable to obtain the vehicle’s current mileage, which is necessary to determine the vehicle’s value, due to loss of functionality from damages sustained during the collision lossWe communicated to the consumer we would attempt to gain the mileage after the vehicle was relocated to the salvage yard, where additional tools would be at our disposalOn June 1, 2017, we obtained the current mileage for the vehicle and assessed the consumer’s vehicle to have an actual cash value of $5,After applying applicable sales tax of $and taking into account the consumer’s $collision deductible, we reached a final settlement amount of $4,and communicated this information to the consumerIn addition, we advised the consumer of the reasonable expectation for rental coverage as applicable per the consumer’s automobile insurance policy and provided ample coverage needed to settle the consumer’s claimAs noted in our previous response, we will gladly review any rental invoices for potential reimbursementWe will also pursue reimbursement of the consumer’s collision deductible from the adverse carrier
We apologize our level of communication did not meet the consumer’s expectationOur claim file notes numerous attempts to contact the consumer in efforts to resolve any concerns and to settle her property damage claimOn August 1, 2017, we were successful in making contact with the consumer and attempted to schedule a convenient time to settle the consumer’s total loss claimThe consumer advised that she would only settle her property damage claim after her medical claim is settled, all rental invoices are paid in full, and her deductible is waivedWe have advised the consumer that we are not able to meet all of these demands, however we will continue to work towards resolution and completion of the settlement of all aspect of her claimOf note, our settlement of the property damage claim does not have any bearing on the medical or rental portion of the claim and the consumer can still pursue those portions of the claim accordingly
If you have any further questions, please feel free to contact our South Florida Manager, Evan R***, at ###-###-####
Very truly yours,
Ryan W***
Assistant Vice President
KO/sdh
My vehicle has never been on my parents insurance at allIt's my own vehicleThis company has lied and they said they add medical when I started full coverage on the phone with them but they don't keep records past 30daysPlus this is my own policy for my car But they never add it when they were supposed to they are covering up there mistake to advoid settle this claim with me by law they have to settle and pay up for this claimThis is not the first time Geico has done this to peopleI did have that coverage but they took it off before it was put down also they tried to remove my coverage with out my consentAnd with out telling meClaim is not settleI demand to be compensated for my pain and suffering from this wreck and have my hospital bill paid for to resolve this matter
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
December 19, 2015*** ***
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 *** ***:
This is in response to the request to cancel *** ***’ policy
*** ***’ policy has been cancelled effective December 18, A refund of $was sent to his credit card
We certainly are upset that we lost *** *** as a customer and hope he would reconsider in the future if he purchases another vehicleIf you have any additional questions please contact Chelsea G*** at *** EXT ***She is available Monday through Friday 7:a.mto 3:p.mEST
Sincerely,
Brandon T***
Underwriting Manager
We have received your request for assistance on behalf of *** ***A response to Mr*** has been sent via United States Post Office mailThe following is a summary of that response.We recently sent Mr*** a letter offering him an opportunity to purchase a policy under our GEICO
Family Pricing ProgramThis program allows children to receive a potentially reduced rate and some of the discounts that are offered on their parent's policy.There was no promise made of providing the exact same rates as Mr***'s parentsWhen rating an automobile policy, we take into consideration driving history, vehicle location, vehicle usage, and other additional factors that directly affect a policy premiumSince Mr*** resides in a different state, his policy would conform to the regulations and our filed rating plan for the domicile state.Our records show that Mr***'s father has chosen to continue to insure his son's vehicleIn order to provide coverage, we established a separate policy for his location in Oregon.If you have any additional questions, please contact our analyst, Mary A***, at ###-###-####, extension 5508,Sincerely,Gregory J***Assistant Vice President GEICO General Insurance Company
ResponseThank you for your March 27, e-mail regarding *** ***'s complaintMr*** asked that I respond on his behalf and I welcome the opportunity.Our records indicate the payments Ms*** requested to cancel were cancelled and not submitted to her bankThe only payments
submitted to her bank were the payments she initiated online at GEICO.comIf Ms*** would like to discuss this further, she can contact our hour Customer Service Department at ###-###-####.I hope this information is helpfulIf you require further assistance regarding this matter, please contact my associate, David K***, at ###-###-####, extension 4182.Sincerely,Underwriting Manager GEICO Insurance Companies
February 7, 2017Revdex.comAttn: *** ***K StNW, 10th FloorWashington, D.C 20005-3404Re: Customer Name: *** *** Case Number: *** Company Name: GEICO Auto Insurance CompanyPolicy Number: ***Dear Ms***:This is in response to your correspondence, dated February 7, 2017, received in our Washington, D.CExecutive Offices It was referred to the Richardson, TX Regional Office for a reply.We regret Ms*** was dissatisfied with our original response dated January 13, She mailed a letter to MrZ***, Assistant Vice President, dated January 30, Our response, dated February 1, 2017, is enclosed We trust this information will allow you to close your file on this case.If you need additional information, please contact Patti K*** by telephone at ###-###-####, from 8:am to 4:pm CST, or by email at ***.Sincerely,Matthew Z***Assistant Vice PresidentEnclosure:Cc: *** *** *** *** Dr Humble TX 77396 This is in response to your correspondence sent to MsK*** on January 30, 2017.We want to thank you for your feedback and apologize to you for any frustrations you had with our companyWe strive to be a company who shows we are fanatics for outstanding customer service and where our customers want to continue doing business with us and recommend us to others.We are taking your feedback seriously to improve our customers experiences.Ms***, we sincerely hope that we are able to regain your trust in the futureIf you find your current insurance needs are not being met, we hope you reach out to usWe would be happy to welcome you into the GEICO family.Sincerely, Matthew Z*** Assistant Vice President