We are in receipt of your complaint dated May 13, 2016, regarding the above-noted complaint IDWe have not included any identifying information regarding our customer, as you requestedWe attempted to contact our insured on May 18, 2016, however we were unsuccessful.On September 24, 2015, our
insured's vehicle was hit while parkedOn September 28, 2015, we inspected his vehicle and prepared an estimate for repairOur insured chose to have his vehicle repaired at *** Auto Collision, and we arranged for his vehicle to be towed to that locationDuring the course of repairs, we were contacted by the repair facility and completed four supplemental inspections on October 6, 2015, October 19, 2015, November 6, 2015, and December 10, 2015.On January 26, 2016, our insured contacted us and indicated he was having difficulty getting his repair facility to address problems he was experiencing with their workWe spoke to a shop representative, who forwarded us an e-mail they sent to our insured, offering to meet to review his concerns, and to provide a loaner vehicle so that they could make any necessary corrective repairsOur insured subsequently contacted us with continued dissatisfactionWe offered to meet the insured and his shop to arrange a joint inspectionOur insured indicated he would contact us to arrange a meeting when his school schedule allowedOur insured contacted Matt D***, Auto Damage Supervisor, on May 12, 2016, with the intent of arranging a joint inspectionDuring that call, our insured disagreed that he selected *** Auto Collision for the repair of his vehicle, and disconnected the call.We sincerely regret the problems our policyholder has experienced with the facility where his vehicle was repaired*** Auto Collision is not a GEICO Auto Repair Xpress shop for which GEICO can guarantee repairs, and GEICO does not have a relationship or affiliation with *** Auto Collision, but we remain willing to meet our insured and the shop management, with the hope we can assist our insured in resolving his remaining concernsIf you have any further questions you can reach Todd K*** at ###-###-####, via fax at ###-###-#### or at ***.Sincerely,Don R*** Regional Vice President
April 14,
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 10,
inquiry regarding the above referenced private passenger automobile insurance policy
*** ** *** previously insured one vehicle under the above policyOur records show that on March 10, *** *** contacted GEICO via telephone and informed our company that her son (*** ** ***) had recently obtained his learner’s permitHe was listed on the policy accordinglyThere was no change in premium since *** only held a permit and not an active driver’s licenseEnclosed is a copy of the updated policy declarations that were mailed to the insured on March 11, reflecting ***’s addition to the policy
On September 13, the above policy was updated to reflect that *** now held a driver’s licenseHis change in status was based on information our company received from the New York State Department of Motor Vehicles (DMV), which indicated that *** obtained his license on September 3, His change in driver status resulted in a revised premium of $1,per six monthsEnclosed is a copy of the updated policy declarations that were mailed to the insured on September 14, to notify her of the premium increase due to ***’s change in status as an occasional operator on the policy
On April 2, a written request was received to cancel the policy with an effective date of March 25, because new coverage was obtained by the insured as of that dateThe policy cancellation was processed as requested, and *** *** was subsequently provided with the appropriate pro-rata premium refund of $on April 3,
Since GEICO writes a Family Auto Insurance Contract, 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 coverageAs indicated above, *** ** ***’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 accordinglyIt 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 516-496-
Very truly yours,
Brian O*** Executive Office
This
is in response to your December 15, 2016, correspondence. We
have not included any personal identifying information on our
response, as you requested. We spoke with the complainant and
our insured on December 19, 2016, and resolved their concerns
Our
insured purchased
a policy on October 31, 2016, and selected to
enroll in automatic paymentsAt the time of sale, we confirmed with
the complainant that they only wanted to make the first payment and
advised that the insured would need to change the payment
information after the policy was set up if they did not want to
continue to withdraw payments from the complainant's account. We
do not have record of our insured contacting us again with new
payment information. Therefore, on November 21, 2016, we
issued a bill reflecting the December 1, 2016, scheduled payment
extraction for $93.73. On December 1, 2016, the monthly
installment was withdrawn from the account on file. The
complainant contacted us on December 5, 2016, advising he did not
authorize the payment of $93.73. He also requested his
account information to be removed from our insured’s policy and
requested a refund for the $93.73. We
regret there was a misunderstanding and we have agreed to refund the
$and we have requested a bank statement to confirm whether any
overdraft fees were incurred. Our insured has also agreed
to make a replacement payment on December 23, 2016. We
removed the complainant's account information from our insured’s
policy and no future payments will be withdrawn from their
account. If additional information is needed to close your
file, please contact Joy K*** at ###-###-#### or
***. Sincerely,
Heather
M***Assistant
Vice President
Here is the letter GEICO sent meIt is abundantly clear here they offered me "the same great rates" and "the same discounts" - the letter cannot be interpreted any other way
[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 attempt to purchase this insurance on my phone and non of the information was present at the time of purchaseThey are sending something that you might be able to see on a computer but with my cell phone I wasn't able to see any of these warningsI don't think that the information they sent is compatible with smartphones
Regards,
*** ***
January 23, 2018 Dear *** ***:We are writing in response to your letter of January 16, After carefully reviewing the factsof the aforementioned claim, we are con?dent that GEICO has handled *** ***s claimproperly.*** *** s vehicle was involved in a front and rear end collision on July 24, resulting inminor cosmetic damage to the lower portion of the front plastic components of his ***
*** *** brought his vehicle in for repair on November 1, The work wasperformed by *** *** ***, a GEICO Auto Repair Xpress facility, and was completed onNovember 6, The repairs to his vehicle consisted of the replacement of the front plasticbumper and two plastic fender linersDuring the repair the homs and headlights were inspectedper *** *** s request, it was found that the horns and lights had no physical damage andwere operating normally*** *** s vehicle was reviewed by an onsite GEICO adjuster atthe time of completionThe repairs passed GEICO‘s pre-delivery review, and the vehicle wasphotographed during this reviewThis time stamped photograph is attached, showing the repairswere performed properly and all panels are intact and properly aligned.On December 21, 2017, approximately six weeks after taking possession of the repaired vehicle,*** *** returned to *** *** *** claiming that the lower shield was still damaged andhanging below the vehicleHe also advised the headlights were showing signs of condensation.As shown in the attached photo the lower shield was not hanging down after the repairsFurther,there was no damage to the headlamps from the claim that occurred in JulyThe GEICOadjuster advised *** *** that the current under shield issue was not related to the July 24,lossAdditionally the headlight condensation issue is not related to the initial accident orrepairCondensation in headlights is a common issue with this year make and model of vehicle.This information was explained to *** *** at the time of the second inspectionWe alsoadvised *** *** that he could take his vehicle to a shop of his choice for a second opinion and if any additional information could be provided relating the areas of concern we would review the matter*** *** brought the vehicle in to *** *** *** in Germantown, Maryland*** *** *** was unable to relate either of these issues to this claimA GEICO supervisor has been in contact with the representative at *** who advised when the vehicle is dropped off they will notify GEICO so that a supervisor can inspect the vehicle again per *** ***’ s request*** *** *** advised they did not ?nd any repair quality issues with paint, ?tment, or workmanship performed by *** *** ***They did determine that the bracket bolt for the grille needs to be tightened and can be completed upon return of the vehicle to *** on January 29, when he is scheduled to drop off for repairs related to a different claim with another insurance carrier.Please contact Claims Manager Bob T*** at ###-###-#### or ***@geico.com if youhave any further questions.Sincerely,Sheryl W.Assistant Vice President
June 20, *** *** Revdex.com of Metro Washington DC & Eastern Pennsylvania K StNW, 10th floor Washington DC 20005- VIA FACSIMILE: ###-###-####
RE: *** Insured: *** *** *** Policy Number: *** NAIC: ***-GEICO General Dear Ms***: Thank you for your recent inquiry dated June 13, 2016. I welcome the opportunity to discuss Mrs***’s automobile policy concerns On December 4, 2015, Mrs*** contacted GEICO to add a *** to the policyMrs*** also advised that she and her husband were permanently living in Tennessee but still had a home in Louisiana as wellAt that time, the address was updated to the Tennessee address and the *** was added to the policyMrs*** advised that they *** would remain registered in Louisiana and the *** would be registered in TennesseeShe also requested that all mail still go to the Louisiana addressThe policy was updated as requested On February 22, 2016, Mrs*** contacted GEICO and advised that the state of Louisiana needed proof of coverage for the ***The agent emailed the insurance binder for the *** to Mrs*** as requestedThe agent also advised Mrs*** that the *** would need to be re-registered in the state of Tennessee since it was now her permanent address On March 3, 2016, Mrs*** contacted GEICO and advised that the *** was now registered in the state of TennesseeShe also requested to change the mailing address to the Tennessee addressThe policy was updated as Mrs*** requested On June 13, 2016, Mrs*** contacted GEICO due to Mr***’s Louisiana license being suspended due to a lapse in coverage on his *** effective December 5, GEICO updated the Louisiana database to show continuous coverage for the *** as GEICO does not indicate any lapse in coverage effective December 5, On June 17, 2016, Chelsea G*** contacted Mrs*** in reference to the fines on Mr***’s licenseMrs*** advised that she had not yet paid the fines that her husband is just unable to receive a Tennessee licenseMsG*** emailed Mrs*** the attached letter providing proof that Mr*** had continuous coverage on the *** from December 5, until February 29, MsG*** also advised Mrs*** that the Louisiana database updates would be processed on June 22, 2016, as the updates only process each Wednesday We apologize for any inconvenience and frustration this has caused Mrand Mrs*** 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, 8:a.mto 4:p.mEST Sincerely, Brandon T*** Underwriting Manager Enclosure: Out of Force Letter Tell us why here
We received your correspondence dated March 21, 2016, and have not included any personal identifying informationWe attempted to contact our insured to discuss this on March 24, 2016, however we were unsuccessful in reaching them.On February 13, 2016, we mailed renewal paperwork with our insured’s
billing statement advising his full six month payment of $would be due on March 18, Our insured contacted us on March 18, 2016, with a request to change his current one payment plan to our monthly payment option, Our customer Service representative advised our insured that he would have six monthly payments of $due on the 18th of each monthOur representative advised that a minimum payment of $was required and a payment was made by credit card which included a $service feeOur insured was offered Electronic Funds Transfer (EFT) as a payment option for his future payments where payments are automatically debited from the customer’s banking account and includes a $service feeOur insured elected to enroll in the Electronic Funds Transfer (EFT) service at that timeBecause our service representative took only a partial payment of $for the month of March, a balance of $was left outstandingThis remaining balance for March was reflected on the billing statement we mailed on March 19, and was due immediatelyHowever, after further review, we have determined that we did not appropriately advise our insured of the remaining balance and as an exception the $has been removedAn adjusted billing statement will be mailed to our insured reflecting this change.We apologize for the miscommunication and inconvenience this may have causedIf additional information is needed to close your file, please contact Cindi T*** at I +###-###-#### or ***,Sincerely, Heather M*** Assistant Vice President
December 22, Revdex.com OF METROPOLITAN WASHINGTON DC AND EASTERN PENNSYLVANIA KSTNW, 10TH FLOOR WASHINGTON DC 20005-ATTN: *** *** ID Number: *** Re: *** ** *** Dear Ms***: This letter is in response to your email on December 21, addressed to Tony
N*** of GEICOUpon receipt of this complaint we called Mr*** and were able to secure enough information from him and his bank to confirm that there were multiple unauthorized payments made to GEICO by another policyholderMr***’s bank, ***, allowed him to dispute only the two most recent paymentsExcluding these two payments, an additional nineteen unauthorized payments were withdrawn from his accountTherefore, we are transferring a total of $6,to his *** accountMr*** was satisfied with our handling and stated that he wished to follow through with the prosecution of the individual that used his account information without his authorizationWe advised Mr*** that although we cannot initiate any legal action on his behalf, he should contact the police officer that filed the original policy report for additional assistanceIf they wish to proceed with their investigation, they can subpoena our records and we will provide them with any requested information that we have on file for this individualWe trust that this information is sufficient to allow you to close the complaintIf you have any additional questions or concerns regarding this issue, please call my associate, Barbara C***, at ###-###-####Sincerely, John L*** Assistant Vice President Tell us why here
Dear Ms***:
Thank you for your recent inquiry
We had an automotive engineer inspect Ms***-***’s vehicleHis conclusion was that the damages to the vehicle were inconsistent with the facts of loss that Ms*** *** reportedThe damages were consistent with the vehicle
striking a flat pane of an object, such as a wall, fence or postTherefore, we denied coverage because Ms***-*** misrepresented material facts regarding the accident
Ms*** *** has asked that we contact Officer ***, who she believes can corroborate her facts of the accidentClaims Supervisor Zoey M*** tried to reach Ms***-*** on January 28, to obtain Officer ***’ email address, but was only able to leave a messageMs***-*** returned the call on February 2, 2016, but did not include an email address for the officer in the voicemail that she leftOn February 2, 2016, Zoey call the *** *** CHP and left a message for Officer ***
If you have any questions, please contact Scott R***, Claims Manager, at ###-###-####
Sincerely,
JLee M***, Jr.Assistant Vice President, Claims
June 18, 2015Dear *** ***I am writing to you in response to *** ***’s concerns about the homeowner insurance premium.GEICO Insurance Agency, Inc(GIAI) is a sales and service agent for *** *** InsuranceAs an agent we must abide by the rates rules and guidelines provided by the
carrierAll rates and premiums are set by the carrier.*** *** purchased homeowner coverage placed through *** *** on September 9, to be effective on September 10, At the point of sale all policy coverage deductibles and the premium of $1,were discussedOnce the policy was bound a policy package outlining all of the terms and conditions of the policyThe package displays the annual premium of $1,349.GIAI did not have any further contact from *** *** until May 11, when she called in about the premiumDuring her May call the deductible was changed per her request to lower the premiumA $refund was sent to *** *** for this change.*** *** contacted GIAI on June 6, and requested to terminate the coveragePer her request coverage was cancelled effective the same dayA pro-rated refund of $was returned to *** ***.As all rates are set by the carrier, GIAI does not price match or guarantee a policy premium will be lower than any other carrierPremiums are presented based on the rates offered by a carrier for the underwriting criteria of a customerThe policy premium was generated by *** *** and accepted by *** ***The annual premium was provided verbally to *** *** and confirmed in writing.If you have additional questions or concerns, please contact me at ###-###-####.Sincerely,Jeff B
Ms***: We are still investigating Ms***'s claimThe facts of the loss provided by Ms. *** and *** *** are inconsistentWe requested contact information for Mr***'s associate and for Mr***’s nephew as Mr*** states that he was with both of them on the date of lossIf we are able to confirm coverage for the loss as reported, we will reimburse Ms*** for the damage to her vehicle, towing fees, and personal effects up to $Please be advised that we did not change this claim from a theft claim to a vandalism claim as indicated by Ms***. The vandalism claim is a separate claim for an incident that was reported as having occurred on October 13, If you have any questions, please contact Claims Manager Michael L*** at ###-###-####
We received your correspondence dated September 19, We have not included any personal identifying information in our response.On September 7, 2016, our insured called GEICO and advised our service representative that she gave her sister permission to make a one-time payment of $using
her debit card to pay for her August 21, insurance premiumHer sister made the payment on line at geico.com and also established future payments to be automatically withdrawn using the recurring credits debit card method of paymentTherefore, an additional payment in the amount of $was withdrawn from our insured's sister's account on September 12, 2016.The complainant stated she called her bank to dispute the payment and they advised her that they could do so, but it may take several months for the credit to postBased on this information, we have agreed to refund the payment back to the accountWe processed the credit on September 21, The credit should show on the account within the next three to five working daysWe have also contacted our insured to let her know that we have credited the payment back to her sisters account, and that recurring payments have been disconnectedWe have also advised our insured that they must make a replacement payment of $prior to October 4, 2016, in order to keep the policy from cancelling.We trust that this information is sufficient to allow you to close out this complaint, if you have any additional questions or concerns regarding this issue, please feel free to call my associate, Barbara Collins, at ###-###-####, ext.1271. Sincerely,Heather M***Assistant Vice President, Underwriting
March 31, 2017 Revdex.comK Street, NW, 10th Floor Washington, DC 20005-3404 Attention: *** *** Regarding: *** *** *** Policy
#: XXXX-XX-*** Complaint ID: *** Dear *** ***: We have received your request for assistance on behalf of *** *** ***. A response to *** *** has been sent via United States Post Office mail. We have provided *** *** with the details regarding her billing and her Electronic Funds Tranfer (EFT) enrollment If you have any additional questions, please contact our analyst, Kynda V***, at ###-###-####, extension ***. Sincerely, Gregory J*** Assistant Vice PresidentGEICO Casualty Company
Dear Ms***:
Thank you for your recent inquiry
The limit of the property damage coverage on our insured's policy is $5,Therefore, this is the most we can offer Mr*** to settle his claimThis includes the damage to his vehicle and his loss of income
Mr*** was
informed of his option to file a claim through his own insurance company; however, he did not wish to do so because he was not at fault for the accident, and he was concerned that his insurance premiums would increaseTherefore, Mr*** chose to settle the claim with us for the property damage limit of $5,Mr*** signed a release in this amount, and payment was issued to him on February 16, We are unable to issue any additional payments to him
If you have any questions, please contact, Scott R***, Claims Manager, at ###-###-####
Thank you for your June 27, inquiry.We sincerely regret any inconvenience this situation caused Ms*** ***We agreed to pay 80% of Ms***'s damagesSince Ms*** filed her damages with her carrier and there were unforeseen circumstances which caused her vehicle to remain in the
repair facility for days, we paid for days of her rental fees, she paid for days of the rental fees, and the repair facilities paid days of the rental fees.Unfortunately, since we did not assist in the coordination of the repair process, we did have to determine why the repairs took so long and gather all three rental invoicesWe issued a check to *** *** on June 27, 2016, in the amount of $which is 80% of her out of pocket rental expensesWe also spoke with Ms*** to advise the check is on its way.Should you have any further questions, please feel free to contact Claims Manager, Ashley M***, at ###-###-####.Sincerely,Carl A T*** Assistant Vice President
We received your correspondence dated June 16, We have not included any personal identifying information in our response, as you requested.Our insured was originally insured with her spouse on a joint policy in Michigan with a *** and a ***Our insured purchased a separate Wyoming policy online for the *** *** effective March 1, On March 26, 2016, our insured's spouse contacted us on their original, joint policyHe informed us that his spouse moved out of state, but he did not have a contact address for her, and asked to remove her vehicle from the policyWe were not aware of her other GEICO policy, and we moved her *** to a new policy effective March 27, 2016, to prevent her from experiencing a lapse in insurance coverageWe also attempted to contact her to discuss her insurance status.Our insured called us back later on March 27, 2016, and informed us of the Wyoming GEICO policy she previously initiatedWe regret that we did not identify the duplication between the GEICO policy she established, and the GEICO policy we established on her behalf when her spouse asked us to remove her from their joint policy.Upon receipt of your inquiry, we spoke to our insured on June 16, We cancelled the policy we established retroactive to the date of inception, which eliminated the balance owed under that policyWe also removed the *** from the original joint policy effective March 1, 2016, and applied a credit of $26,to her policy as a result.We spoke to our insured on June 16, 2016, and informed her of our handlingWe appreciate her patronage, and we regret the inconvenience she experiencedIf you have any additional questions or concerns regarding this issue, please feel free to contact Joy K*** at ###-###-####,Sincerely,Don R*** Regional Vice President
Revdex.com:They have not done anything for me since I reported the loss date on February The supervisor called twice and left a voicemailI have returned his call but he is also off when I call as wellHe stated in one of his messages he had attempted times!! Lies!! Please I know you have phone records and also have it recorded every time there are outgoing callsCheck it before you say a lieAlso there is a loss date the 23rd my policy restarted 2/17/I've had Geico before thatThere was a gap I interviewed with an investigator gave phone records bank statements etcI've had a total loss of a month, plus I've paid my insurance a month, also I've paid out of pocket for a rental total So now I'm paying for repairs on my car because I can not keep hitching a ride to workThis has caused me a lot of un wanted stressI have even miscarried due to this in wanted stressNot good at allI think I might seek legal aide if actions aren't taken soon.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is unsatisfactory to me.
Regards,
*** ***
September 14, 2016Revdex.comAttn: *** ***K StNW, 10th FloorWashington, D.C 20005-3404Re: Customer Name: *** *** Case Number: *** GEICO County Mutual Auto Insurance Company Policy Number: ***Dear Ms***: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 sincerely apologize for any misinformation Mr*** may have received from our Customer Service Department We strive to provide excellent customer service and operate with uncompromising integrity; therefore, any misinformation Mr*** may have received was unintentional We reviewed Mr***’ policy transactions A refund is not due as the research revealed Mr***’ policy does not have a premium overpayment GEICO has multiple payment plans and options available These are referenced on the second page of each Recurring Card payment monthly installment billing notification (copy enclosed) The automatic payment plans are true monthly installment plans The Direct Invoice monthly installment billing dates are days in advance of the policy dates; therefore, this option requires a one-month paid-in-advance statusA payment must be received, before any payment plan can be updated, if the policy is in a pending nonpayment cancellation status. Mr***’ payments were adjusted with each policy change that he requested throughout the policy period The policy changes are noted below:• Renewal effective April 22, through October 22, 2016.o The policy was previously enrolled on the monthly Recurring Card Payment billing method This is a true monthly installment plan A one-month paid in advance status is not required. o Policy Premium: $455.46o Monthly Installments: $81.91• Policy Change effective May 5, 2016o Coverages added: Comprehensive and Collision at $deductible each, Emergency Road Service, and Rental Reimbursement There was not a change to the payment plan.o Adjusted Premium: $750.40o Adjusted Monthly Installments: $135.71 • Billing Update effective May 17, o Payment plan was updated from the Recurring Card payment 6-installment plan to the Direct Invoice 1-payment plan The 1-payment plan is for the full premium amount due o Current Policy Balance: $• Policy Change effective May 21, 2016o Added a Chevrolet with Comprehensive and Collision at $deductible each, Emergency Road Service and Rental Reimbursement; deleted Comprehensive and Collison, Rental Reimbursement and Emergency Road Service on the Chevrolet; adjusted the usage on the Chevrolet to Days/Miles Annual Mileage: 15,000 o Adjusted Premium: $o Adjusted Policy Balance: $1,120.23• Policy Change effective June 19, 2016o Deleted the Chevrolet o Adjusted Policy Premium: $1,o Adjusted Policy Balance: $709.28 • Billing Update effective August 16, 2016o Changed from the Direct Invoice 1-payment plan to the Direct Invoice 6-payment plan The first payment on the upcoming renewal, effective October 22, through April 22, 2017, is due on September 22, 2016, to accommodate the one-month paid-in-advance status.o Current Policy Balance: $232.31 We hope that this helps to clarify Mr***’ billing concernsWe look forward to continuing our relationship with Mr*** as part of the GEICO family We hope this allows you to close your file.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 PresidentEnclosuresCc: *** *** *** *** *** *** Cedar Park TX 78613-
This will acknowledge receipt of your July 22, follow up inquiry regarding the above referenced private passenger automobile insurance policy.Please be advised that GEICO’s position on the matter remains unchangedAs stated previously, our company has not received sufficient documentation from the insured to unequivocally prove that the Wappingers Falls, NY location is currently his primary place of residencyThe insured can contact the underwriter listed on the previously submitted letter to discuss any additional documents that would be considered as acceptable proof of residencyGEICO does not accept lease agreements or a post office box as proof of residency.If you require further assistance with this matter, please contact the undersigned at ###-###-####.Very truly yours,Brian O*** Executive Office
We are in receipt of your complaint dated May 13, 2016, regarding the above-noted complaint IDWe have not included any identifying information regarding our customer, as you requestedWe attempted to contact our insured on May 18, 2016, however we were unsuccessful.On September 24, 2015, our
insured's vehicle was hit while parkedOn September 28, 2015, we inspected his vehicle and prepared an estimate for repairOur insured chose to have his vehicle repaired at *** Auto Collision, and we arranged for his vehicle to be towed to that locationDuring the course of repairs, we were contacted by the repair facility and completed four supplemental inspections on October 6, 2015, October 19, 2015, November 6, 2015, and December 10, 2015.On January 26, 2016, our insured contacted us and indicated he was having difficulty getting his repair facility to address problems he was experiencing with their workWe spoke to a shop representative, who forwarded us an e-mail they sent to our insured, offering to meet to review his concerns, and to provide a loaner vehicle so that they could make any necessary corrective repairsOur insured subsequently contacted us with continued dissatisfactionWe offered to meet the insured and his shop to arrange a joint inspectionOur insured indicated he would contact us to arrange a meeting when his school schedule allowedOur insured contacted Matt D***, Auto Damage Supervisor, on May 12, 2016, with the intent of arranging a joint inspectionDuring that call, our insured disagreed that he selected *** Auto Collision for the repair of his vehicle, and disconnected the call.We sincerely regret the problems our policyholder has experienced with the facility where his vehicle was repaired*** Auto Collision is not a GEICO Auto Repair Xpress shop for which GEICO can guarantee repairs, and GEICO does not have a relationship or affiliation with *** Auto Collision, but we remain willing to meet our insured and the shop management, with the hope we can assist our insured in resolving his remaining concernsIf you have any further questions you can reach Todd K*** at ###-###-####, via fax at ###-###-#### or at ***.Sincerely,Don R*** Regional Vice President
April 14,
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 10,
inquiry regarding the above referenced private passenger automobile insurance policy
*** ** *** previously insured one vehicle under the above policyOur records show that on March 10, *** *** contacted GEICO via telephone and informed our company that her son (*** ** ***) had recently obtained his learner’s permitHe was listed on the policy accordinglyThere was no change in premium since *** only held a permit and not an active driver’s licenseEnclosed is a copy of the updated policy declarations that were mailed to the insured on March 11, reflecting ***’s addition to the policy
On September 13, the above policy was updated to reflect that *** now held a driver’s licenseHis change in status was based on information our company received from the New York State Department of Motor Vehicles (DMV), which indicated that *** obtained his license on September 3, His change in driver status resulted in a revised premium of $1,per six monthsEnclosed is a copy of the updated policy declarations that were mailed to the insured on September 14, to notify her of the premium increase due to ***’s change in status as an occasional operator on the policy
On April 2, a written request was received to cancel the policy with an effective date of March 25, because new coverage was obtained by the insured as of that dateThe policy cancellation was processed as requested, and *** *** was subsequently provided with the appropriate pro-rata premium refund of $on April 3,
Since GEICO writes a Family Auto Insurance Contract, 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 coverageAs indicated above, *** ** ***’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 accordinglyIt 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 516-496-
Very truly yours,
Brian O*** Executive Office
This
is in response to your December 15, 2016, correspondence. We
have not included any personal identifying information on our
response, as you requested. We spoke with the complainant and
our insured on December 19, 2016, and resolved their concerns
Our
insured purchased
a policy on October 31, 2016, and selected to
enroll in automatic paymentsAt the time of sale, we confirmed with
the complainant that they only wanted to make the first payment and
advised that the insured would need to change the payment
information after the policy was set up if they did not want to
continue to withdraw payments from the complainant's account. We
do not have record of our insured contacting us again with new
payment information. Therefore, on November 21, 2016, we
issued a bill reflecting the December 1, 2016, scheduled payment
extraction for $93.73. On December 1, 2016, the monthly
installment was withdrawn from the account on file. The
complainant contacted us on December 5, 2016, advising he did not
authorize the payment of $93.73. He also requested his
account information to be removed from our insured’s policy and
requested a refund for the $93.73. We
regret there was a misunderstanding and we have agreed to refund the
$and we have requested a bank statement to confirm whether any
overdraft fees were incurred. Our insured has also agreed
to make a replacement payment on December 23, 2016. We
removed the complainant's account information from our insured’s
policy and no future payments will be withdrawn from their
account. If additional information is needed to close your
file, please contact Joy K*** at ###-###-#### or
***. Sincerely,
Heather
M***Assistant
Vice President
Here is the letter GEICO sent meIt is abundantly clear here they offered me "the same great rates" and "the same discounts" - the letter cannot be interpreted any other way
[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 attempt to purchase this insurance on my phone and non of the information was present at the time of purchaseThey are sending something that you might be able to see on a computer but with my cell phone I wasn't able to see any of these warningsI don't think that the information they sent is compatible with smartphones
Regards,
*** ***
January 23, 2018 Dear *** ***:We are writing in response to your letter of January 16, After carefully reviewing the factsof the aforementioned claim, we are con?dent that GEICO has handled *** ***s claimproperly.*** *** s vehicle was involved in a front and rear end collision on July 24, resulting inminor cosmetic damage to the lower portion of the front plastic components of his ***
*** *** brought his vehicle in for repair on November 1, The work wasperformed by *** *** ***, a GEICO Auto Repair Xpress facility, and was completed onNovember 6, The repairs to his vehicle consisted of the replacement of the front plasticbumper and two plastic fender linersDuring the repair the homs and headlights were inspectedper *** *** s request, it was found that the horns and lights had no physical damage andwere operating normally*** *** s vehicle was reviewed by an onsite GEICO adjuster atthe time of completionThe repairs passed GEICO‘s pre-delivery review, and the vehicle wasphotographed during this reviewThis time stamped photograph is attached, showing the repairswere performed properly and all panels are intact and properly aligned.On December 21, 2017, approximately six weeks after taking possession of the repaired vehicle,*** *** returned to *** *** *** claiming that the lower shield was still damaged andhanging below the vehicleHe also advised the headlights were showing signs of condensation.As shown in the attached photo the lower shield was not hanging down after the repairsFurther,there was no damage to the headlamps from the claim that occurred in JulyThe GEICOadjuster advised *** *** that the current under shield issue was not related to the July 24,lossAdditionally the headlight condensation issue is not related to the initial accident orrepairCondensation in headlights is a common issue with this year make and model of vehicle.This information was explained to *** *** at the time of the second inspectionWe alsoadvised *** *** that he could take his vehicle to a shop of his choice for a second opinion and if any additional information could be provided relating the areas of concern we would review the matter*** *** brought the vehicle in to *** *** *** in Germantown, Maryland*** *** *** was unable to relate either of these issues to this claimA GEICO supervisor has been in contact with the representative at *** who advised when the vehicle is dropped off they will notify GEICO so that a supervisor can inspect the vehicle again per *** ***’ s request*** *** *** advised they did not ?nd any repair quality issues with paint, ?tment, or workmanship performed by *** *** ***They did determine that the bracket bolt for the grille needs to be tightened and can be completed upon return of the vehicle to *** on January 29, when he is scheduled to drop off for repairs related to a different claim with another insurance carrier.Please contact Claims Manager Bob T*** at ###-###-#### or ***@geico.com if youhave any further questions.Sincerely,Sheryl W.Assistant Vice President
June 20, *** *** Revdex.com of Metro Washington DC & Eastern Pennsylvania K StNW, 10th floor Washington DC 20005- VIA FACSIMILE: ###-###-####
RE: *** Insured: *** *** *** Policy Number: *** NAIC: ***-GEICO General Dear Ms***: Thank you for your recent inquiry dated June 13, 2016. I welcome the opportunity to discuss Mrs***’s automobile policy concerns On December 4, 2015, Mrs*** contacted GEICO to add a *** to the policyMrs*** also advised that she and her husband were permanently living in Tennessee but still had a home in Louisiana as wellAt that time, the address was updated to the Tennessee address and the *** was added to the policyMrs*** advised that they *** would remain registered in Louisiana and the *** would be registered in TennesseeShe also requested that all mail still go to the Louisiana addressThe policy was updated as requested On February 22, 2016, Mrs*** contacted GEICO and advised that the state of Louisiana needed proof of coverage for the ***The agent emailed the insurance binder for the *** to Mrs*** as requestedThe agent also advised Mrs*** that the *** would need to be re-registered in the state of Tennessee since it was now her permanent address On March 3, 2016, Mrs*** contacted GEICO and advised that the *** was now registered in the state of TennesseeShe also requested to change the mailing address to the Tennessee addressThe policy was updated as Mrs*** requested On June 13, 2016, Mrs*** contacted GEICO due to Mr***’s Louisiana license being suspended due to a lapse in coverage on his *** effective December 5, GEICO updated the Louisiana database to show continuous coverage for the *** as GEICO does not indicate any lapse in coverage effective December 5, On June 17, 2016, Chelsea G*** contacted Mrs*** in reference to the fines on Mr***’s licenseMrs*** advised that she had not yet paid the fines that her husband is just unable to receive a Tennessee licenseMsG*** emailed Mrs*** the attached letter providing proof that Mr*** had continuous coverage on the *** from December 5, until February 29, MsG*** also advised Mrs*** that the Louisiana database updates would be processed on June 22, 2016, as the updates only process each Wednesday We apologize for any inconvenience and frustration this has caused Mrand Mrs*** 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, 8:a.mto 4:p.mEST Sincerely, Brandon T*** Underwriting Manager Enclosure: Out of Force Letter Tell us why here
We received your correspondence dated March 21, 2016, and have not included any personal identifying informationWe attempted to contact our insured to discuss this on March 24, 2016, however we were unsuccessful in reaching them.On February 13, 2016, we mailed renewal paperwork with our insured’s
billing statement advising his full six month payment of $would be due on March 18, Our insured contacted us on March 18, 2016, with a request to change his current one payment plan to our monthly payment option, Our customer Service representative advised our insured that he would have six monthly payments of $due on the 18th of each monthOur representative advised that a minimum payment of $was required and a payment was made by credit card which included a $service feeOur insured was offered Electronic Funds Transfer (EFT) as a payment option for his future payments where payments are automatically debited from the customer’s banking account and includes a $service feeOur insured elected to enroll in the Electronic Funds Transfer (EFT) service at that timeBecause our service representative took only a partial payment of $for the month of March, a balance of $was left outstandingThis remaining balance for March was reflected on the billing statement we mailed on March 19, and was due immediatelyHowever, after further review, we have determined that we did not appropriately advise our insured of the remaining balance and as an exception the $has been removedAn adjusted billing statement will be mailed to our insured reflecting this change.We apologize for the miscommunication and inconvenience this may have causedIf additional information is needed to close your file, please contact Cindi T*** at I +###-###-#### or ***,Sincerely, Heather M*** Assistant Vice President
December 22, Revdex.com OF METROPOLITAN WASHINGTON DC AND EASTERN PENNSYLVANIA KSTNW, 10TH FLOOR WASHINGTON DC 20005-ATTN: *** *** ID Number: *** Re: *** ** *** Dear Ms***: This letter is in response to your email on December 21, addressed to Tony
N*** of GEICOUpon receipt of this complaint we called Mr*** and were able to secure enough information from him and his bank to confirm that there were multiple unauthorized payments made to GEICO by another policyholderMr***’s bank, ***, allowed him to dispute only the two most recent paymentsExcluding these two payments, an additional nineteen unauthorized payments were withdrawn from his accountTherefore, we are transferring a total of $6,to his *** accountMr*** was satisfied with our handling and stated that he wished to follow through with the prosecution of the individual that used his account information without his authorizationWe advised Mr*** that although we cannot initiate any legal action on his behalf, he should contact the police officer that filed the original policy report for additional assistanceIf they wish to proceed with their investigation, they can subpoena our records and we will provide them with any requested information that we have on file for this individualWe trust that this information is sufficient to allow you to close the complaintIf you have any additional questions or concerns regarding this issue, please call my associate, Barbara C***, at ###-###-####Sincerely, John L*** Assistant Vice President Tell us why here
Dear Ms***:
Thank you for your recent inquiry
We had an automotive engineer inspect Ms***-***’s vehicleHis conclusion was that the damages to the vehicle were inconsistent with the facts of loss that Ms*** *** reportedThe damages were consistent with the vehicle
striking a flat pane of an object, such as a wall, fence or postTherefore, we denied coverage because Ms***-*** misrepresented material facts regarding the accident
Ms*** *** has asked that we contact Officer ***, who she believes can corroborate her facts of the accidentClaims Supervisor Zoey M*** tried to reach Ms***-*** on January 28, to obtain Officer ***’ email address, but was only able to leave a messageMs***-*** returned the call on February 2, 2016, but did not include an email address for the officer in the voicemail that she leftOn February 2, 2016, Zoey call the *** *** CHP and left a message for Officer ***
If you have any questions, please contact Scott R***, Claims Manager, at ###-###-####
Sincerely,
JLee M***, Jr.Assistant Vice President, Claims
June 18, 2015Dear *** ***I am writing to you in response to *** ***’s concerns about the homeowner insurance premium.GEICO Insurance Agency, Inc(GIAI) is a sales and service agent for *** *** InsuranceAs an agent we must abide by the rates rules and guidelines provided by the
carrierAll rates and premiums are set by the carrier.*** *** purchased homeowner coverage placed through *** *** on September 9, to be effective on September 10, At the point of sale all policy coverage deductibles and the premium of $1,were discussedOnce the policy was bound a policy package outlining all of the terms and conditions of the policyThe package displays the annual premium of $1,349.GIAI did not have any further contact from *** *** until May 11, when she called in about the premiumDuring her May call the deductible was changed per her request to lower the premiumA $refund was sent to *** *** for this change.*** *** contacted GIAI on June 6, and requested to terminate the coveragePer her request coverage was cancelled effective the same dayA pro-rated refund of $was returned to *** ***.As all rates are set by the carrier, GIAI does not price match or guarantee a policy premium will be lower than any other carrierPremiums are presented based on the rates offered by a carrier for the underwriting criteria of a customerThe policy premium was generated by *** *** and accepted by *** ***The annual premium was provided verbally to *** *** and confirmed in writing.If you have additional questions or concerns, please contact me at ###-###-####.Sincerely,Jeff B
Ms***: We are still investigating Ms***'s claimThe facts of the loss provided by Ms. *** and *** *** are inconsistentWe requested contact information for Mr***'s associate and for Mr***’s nephew as Mr*** states that he was with both of them on the date of lossIf we are able to confirm coverage for the loss as reported, we will reimburse Ms*** for the damage to her vehicle, towing fees, and personal effects up to $Please be advised that we did not change this claim from a theft claim to a vandalism claim as indicated by Ms***. The vandalism claim is a separate claim for an incident that was reported as having occurred on October 13, If you have any questions, please contact Claims Manager Michael L*** at ###-###-####
We received your correspondence dated September 19, We have not included any personal identifying information in our response.On September 7, 2016, our insured called GEICO and advised our service representative that she gave her sister permission to make a one-time payment of $using
her debit card to pay for her August 21, insurance premiumHer sister made the payment on line at geico.com and also established future payments to be automatically withdrawn using the recurring credits debit card method of paymentTherefore, an additional payment in the amount of $was withdrawn from our insured's sister's account on September 12, 2016.The complainant stated she called her bank to dispute the payment and they advised her that they could do so, but it may take several months for the credit to postBased on this information, we have agreed to refund the payment back to the accountWe processed the credit on September 21, The credit should show on the account within the next three to five working daysWe have also contacted our insured to let her know that we have credited the payment back to her sisters account, and that recurring payments have been disconnectedWe have also advised our insured that they must make a replacement payment of $prior to October 4, 2016, in order to keep the policy from cancelling.We trust that this information is sufficient to allow you to close out this complaint, if you have any additional questions or concerns regarding this issue, please feel free to call my associate, Barbara Collins, at ###-###-####, ext.1271. Sincerely,Heather M***Assistant Vice President, Underwriting
March 31, 2017 Revdex.comK Street, NW, 10th Floor Washington, DC 20005-3404 Attention: *** *** Regarding: *** *** *** Policy
#: XXXX-XX-*** Complaint ID: *** Dear *** ***: We have received your request for assistance on behalf of *** *** ***. A response to *** *** has been sent via United States Post Office mail. We have provided *** *** with the details regarding her billing and her Electronic Funds Tranfer (EFT) enrollment If you have any additional questions, please contact our analyst, Kynda V***, at ###-###-####, extension ***. Sincerely, Gregory J*** Assistant Vice PresidentGEICO Casualty Company
Dear Ms***:
Thank you for your recent inquiry
The limit of the property damage coverage on our insured's policy is $5,Therefore, this is the most we can offer Mr*** to settle his claimThis includes the damage to his vehicle and his loss of income
Mr*** was
informed of his option to file a claim through his own insurance company; however, he did not wish to do so because he was not at fault for the accident, and he was concerned that his insurance premiums would increaseTherefore, Mr*** chose to settle the claim with us for the property damage limit of $5,Mr*** signed a release in this amount, and payment was issued to him on February 16, We are unable to issue any additional payments to him
If you have any questions, please contact, Scott R***, Claims Manager, at ###-###-####
Thank you for your June 27, inquiry.We sincerely regret any inconvenience this situation caused Ms*** ***We agreed to pay 80% of Ms***'s damagesSince Ms*** filed her damages with her carrier and there were unforeseen circumstances which caused her vehicle to remain in the
repair facility for days, we paid for days of her rental fees, she paid for days of the rental fees, and the repair facilities paid days of the rental fees.Unfortunately, since we did not assist in the coordination of the repair process, we did have to determine why the repairs took so long and gather all three rental invoicesWe issued a check to *** *** on June 27, 2016, in the amount of $which is 80% of her out of pocket rental expensesWe also spoke with Ms*** to advise the check is on its way.Should you have any further questions, please feel free to contact Claims Manager, Ashley M***, at ###-###-####.Sincerely,Carl A T*** Assistant Vice President
We received your correspondence dated June 16, We have not included any personal identifying information in our response, as you requested.Our insured was originally insured with her spouse on a joint policy in Michigan with a *** and a ***Our insured purchased a separate Wyoming policy online for the *** *** effective March 1, On March 26, 2016, our insured's spouse contacted us on their original, joint policyHe informed us that his spouse moved out of state, but he did not have a contact address for her, and asked to remove her vehicle from the policyWe were not aware of her other GEICO policy, and we moved her *** to a new policy effective March 27, 2016, to prevent her from experiencing a lapse in insurance coverageWe also attempted to contact her to discuss her insurance status.Our insured called us back later on March 27, 2016, and informed us of the Wyoming GEICO policy she previously initiatedWe regret that we did not identify the duplication between the GEICO policy she established, and the GEICO policy we established on her behalf when her spouse asked us to remove her from their joint policy.Upon receipt of your inquiry, we spoke to our insured on June 16, We cancelled the policy we established retroactive to the date of inception, which eliminated the balance owed under that policyWe also removed the *** from the original joint policy effective March 1, 2016, and applied a credit of $26,to her policy as a result.We spoke to our insured on June 16, 2016, and informed her of our handlingWe appreciate her patronage, and we regret the inconvenience she experiencedIf you have any additional questions or concerns regarding this issue, please feel free to contact Joy K*** at ###-###-####,Sincerely,Don R*** Regional Vice President
Revdex.com:They have not done anything for me since I reported the loss date on February The supervisor called twice and left a voicemailI have returned his call but he is also off when I call as wellHe stated in one of his messages he had attempted times!! Lies!! Please I know you have phone records and also have it recorded every time there are outgoing callsCheck it before you say a lieAlso there is a loss date the 23rd my policy restarted 2/17/I've had Geico before thatThere was a gap I interviewed with an investigator gave phone records bank statements etcI've had a total loss of a month, plus I've paid my insurance a month, also I've paid out of pocket for a rental total So now I'm paying for repairs on my car because I can not keep hitching a ride to workThis has caused me a lot of un wanted stressI have even miscarried due to this in wanted stressNot good at allI think I might seek legal aide if actions aren't taken soon.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is unsatisfactory to me.
Regards,
*** ***
September 14, 2016Revdex.comAttn: *** ***K StNW, 10th FloorWashington, D.C 20005-3404Re: Customer Name: *** *** Case Number: *** GEICO County Mutual Auto Insurance Company Policy Number: ***Dear Ms***: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 sincerely apologize for any misinformation Mr*** may have received from our Customer Service Department We strive to provide excellent customer service and operate with uncompromising integrity; therefore, any misinformation Mr*** may have received was unintentional We reviewed Mr***’ policy transactions A refund is not due as the research revealed Mr***’ policy does not have a premium overpayment GEICO has multiple payment plans and options available These are referenced on the second page of each Recurring Card payment monthly installment billing notification (copy enclosed) The automatic payment plans are true monthly installment plans The Direct Invoice monthly installment billing dates are days in advance of the policy dates; therefore, this option requires a one-month paid-in-advance statusA payment must be received, before any payment plan can be updated, if the policy is in a pending nonpayment cancellation status. Mr***’ payments were adjusted with each policy change that he requested throughout the policy period The policy changes are noted below:• Renewal effective April 22, through October 22, 2016.o The policy was previously enrolled on the monthly Recurring Card Payment billing method This is a true monthly installment plan A one-month paid in advance status is not required. o Policy Premium: $455.46o Monthly Installments: $81.91• Policy Change effective May 5, 2016o Coverages added: Comprehensive and Collision at $deductible each, Emergency Road Service, and Rental Reimbursement There was not a change to the payment plan.o Adjusted Premium: $750.40o Adjusted Monthly Installments: $135.71 • Billing Update effective May 17, o Payment plan was updated from the Recurring Card payment 6-installment plan to the Direct Invoice 1-payment plan The 1-payment plan is for the full premium amount due o Current Policy Balance: $• Policy Change effective May 21, 2016o Added a Chevrolet with Comprehensive and Collision at $deductible each, Emergency Road Service and Rental Reimbursement; deleted Comprehensive and Collison, Rental Reimbursement and Emergency Road Service on the Chevrolet; adjusted the usage on the Chevrolet to Days/Miles Annual Mileage: 15,000 o Adjusted Premium: $o Adjusted Policy Balance: $1,120.23• Policy Change effective June 19, 2016o Deleted the Chevrolet o Adjusted Policy Premium: $1,o Adjusted Policy Balance: $709.28 • Billing Update effective August 16, 2016o Changed from the Direct Invoice 1-payment plan to the Direct Invoice 6-payment plan The first payment on the upcoming renewal, effective October 22, through April 22, 2017, is due on September 22, 2016, to accommodate the one-month paid-in-advance status.o Current Policy Balance: $232.31 We hope that this helps to clarify Mr***’ billing concernsWe look forward to continuing our relationship with Mr*** as part of the GEICO family We hope this allows you to close your file.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 PresidentEnclosuresCc: *** *** *** *** *** *** Cedar Park TX 78613-
This will acknowledge receipt of your July 22, follow up inquiry regarding the above referenced private passenger automobile insurance policy.Please be advised that GEICO’s position on the matter remains unchangedAs stated previously, our company has not received sufficient documentation from the insured to unequivocally prove that the Wappingers Falls, NY location is currently his primary place of residencyThe insured can contact the underwriter listed on the previously submitted letter to discuss any additional documents that would be considered as acceptable proof of residencyGEICO does not accept lease agreements or a post office box as proof of residency.If you require further assistance with this matter, please contact the undersigned at ###-###-####.Very truly yours,Brian O*** Executive Office