April 7, Revdex.com of Metropolitan Washington DC and Eastern Pennsylvania K StNW, 10th Floor Washington, DC 20005- Attention: [redacted] Re: [redacted] Case ID: [redacted] Policy#: [redacted] Dear [redacted] : This will acknowledge receipt of your April 5, inquiry regarding the above referenced private passenger automobile insurance policy [redacted] and [redacted] previously insured a [redacted] and a [redacted] under the above policyThe total six month premium of $included a multi-car discount for both vehiclesEnclosed is a copy of the renewal policy declarations that were issued on September 9, reflecting the premium breakdown for the respective vehicles On January 27, [redacted] contacted GEICO to request her removal from the above policy along with the [redacted] because she had obtained a separate policy of her own to insure the said vehicleShe also stated that she was no longer residing in the same household as [redacted] The changes were processed as requested, which resulted in a revised six month premium of $to insure the remaining vehicle ( [redacted] )This is an increase of $per six months ($- $406.80) to insure the [redacted] The increase was mainly due to the loss of the multi-car discount since the [redacted] is now the sole vehicle on the policy, and is therefore no longer eligible to receive the said discountIn addition, [redacted] is the only active driver listed on the policy, and is therefore no longer eligible to receive the married rate since he is currently separated from [redacted] Enclosed is a copy of the updated policy declarations that were issued on February 4, It is GEICO’s position that [redacted] is receiving the best rate that our company can offer him at this time based on the current underwriting factors for his policy Since there appears to be no valid complaint against GEICO, we ask that this be removed from our record If you require further assistance with this matter, please contact the undersigned at [redacted] Very truly yours, Brian O [redacted] Executive Office
[redacted] ***, Fredericksburg, VA 22412-0001January 25, [redacted] Revdex.com of Metro Washington DC & Eastern Pennsylvania K Street, NW, 10"Floor Washington, DC 20005-3404Regarding: [redacted] , ID #: [redacted] Dear Ms [redacted] :Thank you for your January 21, e-mail regarding [redacted] 's complaintMrN [redacted] asked that I respond on his behalf and I welcome the opportunity[redacted] bought her policy online and chose our “paperless policy option” which means she can view anything related to her policy, including billing, payment and fee information onlineI have enclosed a copy of page (with her policy number redacted) of the billing statement she could have viewed on linePlease note, the second line from the top advises of a premium installment chargeThe fee amount is not listed on the billing statement because it is a generic form; billing fees are required to be filed with each state’s Regulatory Agency, and the fees are not the same in all statesGEICO’s Customer Service Associates are all highly trained licensed insurance agents and one of them would not have told her “there is ABSOLUTELY NO CHARGE associated with it”.Ms [redacted] ’s policy records show she has been on an installment pay plan, with the associated fees, since the inception of the policyWe have no record of her calling to make a pay plan changeHowever, as she states, she did, for a time, make her premium payment in full and she also paid a fee with each of those paymentsOnce those full payments were processed, our automated payment system determined the policy was paid-in-full and automatically refunded the fees to her credit cardShe can view her old statements for verificationI sincerely regret Ms [redacted] did not realize she was paying installment fees when she decided not to pay her premium in full; however, we must charge her a fee that is in compliance with our filed fee plan, just as we do for all of our GEICO insureds.Sincerely,Carole BCease Underwriting Supervisor GEICO Insurance CompaniesCBC/md
November 24, 2017Dear [redacted] :Thank you for your November 21, e-mail [redacted] 's complaint MrN [redacted] asked that I respond on his behalf and I welcome the opportunity [redacted] called GEICO and purchased a policy on 10/20/ On 10/21/17, she called GEICO and cancelled her policyGEICO attempted to refund her premium payment directly to her bank account on 10/25/ The same day, the refund came back to GEICO because [redacted] 's financial institution did not accept the refund We mailed a refund check to [redacted] on 10/26/ GEICO placed a stop pay on that check and mailed another refund check to [redacted] on 11/15/ We sincerely apologize [redacted] has not received her refund yet If she has any additional questions, she can contact our Hours Customer Service Department at ***-***-***.Sincerely, Elizabeth CUnderwriting Manager
[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: [redacted] I am rejecting this response because: It is not clear if GEICO has reimbursed [redacted] for the three days that I had the rental car when my car was being inspected at [redacted] Germantown shop under [redacted] 's claim # [redacted] As soon as [redacted] confirms that GEICO has reimbursed them for the rental car, this case can be closed Regards, [redacted]
Tell us why here...The points of impact do not indicate Mr [redacted] had full control of the intersection as the damages were to the right front corner of his vehicleWe have no evidence that Ms [redacted] was traveling at a high rate of speed The police report indicates "no" under speeding related for Ms [redacted] , however, indicates "racing" under speeding related for Mr [redacted] .If you have any further questions, you can contact our Claims Manager, Kristen S [redacted] ,, at ###-###-#### ext ***Sincerely,Angela R [redacted] Assistance Vice President
On May 1, 2016, our customer reported that his vehicle sustained damage during a hail stormWe inspected our customer's vehicle at one of our driinspection locations on May 7, On May 9, 2016, our customer contacted us to inform us that the shop he originally desired to use for repairs could not immediately schedule his vehicleHe noted that he would have his vehicle repaired at one of our Auto Repair Xpress shops, where we offer a lifetime repair guarantee.After commencing repairs, the shop discovered additional damage, including the need to replace the vehicle's hood, which was initially thought to be repairableAdditionally, the shop removed various trim pieces, including electrical and restraint components, which necessitated a reset of the vehicle's power seatThe shop completed these additional repairs, and delivered our customer's vehicle.After retrieving his repaired vehicle, our customer returned to the repair facility, and expressed dissatisfaction with the paint work to the vehicle's hoodThe general manager of the repair facility noted that the hood needed to be buffed to remove swirls in the paintHe offered to correct the problem and provide a rental vehicle during the repair process, which was estimated to take one dayOur Customer has not yet agreed to allow the shop to correct his concerns, and instead requested that we issue payment to him for half of the refinish cost to the hood, as well as reimburse his deductible.Upon receipt of your inquiry, Chad B***, Auto Damage Manager, contacted our customer to review his concernsMrB [redacted] noted that since our customer selected an Auto Repair Xpress location for repairs, we guarantee the repairs to his vehicleMrB [redacted] offered to coordinate the additional repair with the shop.We note our customer's dissatisfaction with the fact that we issued payment to his repair facility on June 10, 2016, two days after he emailed us requesting that we not issue paymentUnfortunately, our customer's original adjuster received the request to withhold payment and another adjuster, who completed the estimate for additional work, issued payment to the shop, unaware of our customer's requestAs noted above, we will work with our customer and the repair facility to ensure all issues are addressed.We sincerely regret the inconvenience our customer experienced during the repair of his vehicleSince he agreed to have his vehicle repaired, we regret that we are unable to redirect a portion of the repair cost as a check to our insured, or to waive his deductibleAs we noted, we will continue our efforts to coordinate a resolution of the repair concerns at our customer's convenienceIf you have any further questions about this matter, please contact MrB [redacted] at ###-###-####, or [redacted] @geico.com,Sincerely,Don R [redacted] Regional Vice President
Heather M [redacted] Assistant Vice President April 11, [redacted] Revdex.com KStreet NW, 10th Floor Washington, D.C 20005-Re: Complaint ID: [redacted] Dear [redacted] We received your correspondence dated April 3, We have not included any personal identifying information in our response We attempted to contact our insured on April 5, 2017, however we were unsuccessful On June 17, 2016, our insured logged in to their policy online and removed a [redacted] effective May 18, 2016, and added a [redacted] effective June 18, When a customer goes online to add a vehicle to their policy, they must elect to carry Emergency Road Service and Rental Reimbursement for them to be added to a vehicle Our insured elected to carry Comprehensive, Collision, Emergency Road Service, and Rental Reimbursement on the [redacted] Confirmation of these changes was emailed to our insured on June 17, 2016, since they are enrolled in the paperless policy and elected to receive policy notifications by email Subsequent policy renewal notifications were sent on June 25, 2016, and December 24, 2016, reflecting Emergency Road Service and Rental Reimbursement coverages on the [redacted] We have no record of our insured requesting the removal of these coveragesAs a courtesy, we have removed the Emergency Roadside and Rental Reimbursement coverages effective June 18, 2016, the date they were added, since our insured is advising there was no intent to include these coverages A credit of $has been applied to the policy We appreciate our insured’s patronage and apologize for any inconvenience this has caused If you have any further questions, please contact Joy K [redacted] at ###-###-#### or [redacted] @geico.comSincerely, Heather M [redacted] Assistant Vice President Tell us why here
December 5, [redacted] Revdex.com RE: ID Number: [redacted] Claim Number: [redacted] Dear [redacted] : We received your correspondence dated November 30, We have not included any personal identifying information on our response, as you requested We are disappointed to know our insured is upset about the timeliness of his claim handlingIt has been challenging for us to settle the insured’s claim for him since his mail box is full and cannot accept messages Our current status of the claim is that as of December 4, 2017, the insured has not responded to our recent email that was sent on November 30, In order for us to settle the claim we need the insured to call us or respond to the most recent email to determine the following: What is the status of ownership of the vehicle? Does the insured have the title, is the vehicle title in his name, and is the title in his possession? What is the current location of the vehicle so we can arrange to have the vehicle salvage picked up and moved? Did the insured have costs for loss-related towing or storage that he has a receipt for? We would like to schedule a time to meet with him to collect those documents and settle his claim We do anticipate resolving the claim and concerns quickly once we receive the necessary information to proceed If you have any further questions, please contact David G***, Auto Damage Manager, at ###-###-#### or by email at [redacted] @geico.com Sincerely, Frank P [redacted] Assistant Vice President
Thank you for your August 1, e-mail regarding [redacted] ’s complaint [redacted] asked that I respond on his behalf and I welcome the opportunity.On 04/04/16, [redacted] went online and added a [redacted] to her existing GEICO policyShe chose the coverages for the vehicle and listed a lienholder, but she did not select Collision coverage on the vehicleOur records show we immediately sent her an e-mail, on the same day, telling her how to update her policy with Collision coverage in order to have the lienholder listed on the policyWe also sent her a declarations page showing the [redacted] was added without Collision coverage and with no lienholder listed for the vehicle [redacted] did not call us or go online and add Collision coverage and we have no record of receiving any phone calls from her between 04/04/and the filing of her claim on 07/26/16.I sincerely regret [redacted] did not have Collision coverage on her vehicle when she had an accident; however, it was her responsibility to respond to our e-mail and review the coverages shown on her declarations page so she could confirm she had all the coverages she required.Sincerely,Elizabeth C [redacted] Underwriting Manager GEICO Insurance CompaniesEC/md
June 22, 2015Dear [redacted] ***,We received your correspondence dated June 16, 2015, regarding the above-noted ConsumerWe have not included any personal identifying information in our response as you requestedWe have attempted to contact the policyholder; however, we were unsuccessful.Our Insured’s original policy canceled effective June 8, 2015, due to non-payment of premiumOn June 13, 2015, our Insured reissued her policy with a down payment of $We apologize but our calls are recorded for training purposes only and record at randomWe do not have the call from when our Insured contacted us.We have, however, made an exception to refund our Insured $if she enrolled in our monthly automatic payment planWe advised our Insured of the refund and she enrolled into automatic paymentsOur Insured has received her refund back to the card on file.We trust this information is sufficient to allow you to close your filePlease call Russell W***, Customer Service Director, at [redacted] x***, if you have any further questions.Very Truly Yours,George R.Regional Vice President
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: That is the issue that I am having I want my handbag/computers to be covered under Individual scheduling and the representative told me it would be under the [redacted] Program That is the issue here The other items I have no problems providing the appraisals BUT the handbags and computers are not covered and that is not what I was told by the Geico sales representative I want a new policy with [redacted] through GIAL because these items were covered under them The company gave me wrong information and provided me with a carrier that does not have what I need and what I need here is a policy under [redacted] Regards, [redacted]
Heather M [redacted] Assistant Vice President April 19, [redacted] Revdex.com KStreet NW, 10th Floor Washington, D.C 20005- Re: Complaint ID: [redacted] Dear [redacted] , We received your correspondence dated April 12, We have not included any personal identifying information in our response We regret our insured has rejected our previous response However, our decision has not changed Our insured obtained multiple quotes online at geico.com, prior to purchasing a policy effective April 13, On February 8, 2017, our insured completed the original quote online in which we ask whether any driver had any 1) accidents (regardless of fault) in the last years, 2) Traffic tickets in the last years 3) DUIs in the last years, and 4) Suspensions or Revocations in the last yearsOur insured selected the no in response to this question and we have included a copy of this page viewed by our customer On March 28, 2017, our insured pulled that same quote up online and subsequently agreed to set the policy up on April 13, We apologize for any inconvenience that has occurred We advise our applicants that we review consumer reports to confirm their driving history and the rate may change Regrettably, our insured did not disclose an accident which occurred May 23, The policy was reviewed by our underwriting department We discovered the additional activity and updated the policy accordingly, increasing the premium to $ If you have any further questions, please contact Joy K [redacted] at ###-###-#### or [redacted] @geico.com Sincerely, Heather M [redacted] Assistant Vice President Tell us why here
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] 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, [redacted]
May 19, [redacted] Revdex.com of Metropolitan Washington DC K Street NW, 10th Floor Washington, DC 20005- Regarding: [redacted] Policy: [redacted] Revdex.com File Number: [redacted] Dear Ms [redacted] : We have received your letter requesting additional assistance on behalf of [redacted] ***, and I apologize that he does not find our response to his concerns satisfactory On May 17, 2017, we received Mr***’s complaint filed with the Utah Insurance Department; therefore, we will further address his concerns in a written response to the Consumer Service Representative assigned to his complaint If you have any additional questions please contact my associate, Phillip K***, at ###-###-####, extension Sincerely, Maria S [redacted] Assistant Vice President GEICO Casualty Company
We have received your letter requesting assistance on behalf of Denise ***I welcome the opportunity to respond to her concernsI am sorry to hear about the difficulty Ms [redacted] is experiencing in relation to her policy billingMs [redacted] has been insured with us under policy number [redacted] August 28, When she started her policy, she elected to enroll in our automatic payment program which allowed us to automatically deduct her monthly paymentsAs of May 13, 2016, Ms***’s automatic payments were processed on the 14th of each monthOn June 8, 2016, Ms [redacted] contacted our Customer Service Department to postpone her July 14, payment to July 23, Upon postponing the payment, we sent Ms [redacted] an email confirmation that advised that the future payments would resume according to her current billing scheduleOn August 4, 2016, we sent Ms [redacted] an email reminder that we would automatically debit $from her checking account ending in on August 14, Ms [redacted] then logged into her account online and scheduled an additional payment for $to be processed on August 20, from the same accountPlease note that since Ms***’s policy is enrolled in automatic payments and she scheduled an additional payment, the following message was displayed prior to her finalizing the transaction: “Selecting this will set up an additional payment as your current automatic payment will be processed on 08/14/Please view your Payment Options to change your automatic payment.” Had Ms [redacted] clicked on the Payment Options link, this would have displayed the option for her to postpone her August 14, payment to August 20, In the future, Ms [redacted] has the option to postpone her monthly automatic payments up to nine additional daysThis can be done between the 3rd and 11th day of each month, since we do require at least a three day notice to postpone payments debited from a checking accountTo postpone a payment online, Ms [redacted] can use the following steps: ? Log into her policy online ? Hover over the ‘Payments tab’ on the top left of the page ? Select ‘Automatic Payments’ ? Select the new payment date ? Finalize the transaction If Ms [redacted] would like to permanently change her payment due date, she can contact our Customer Service Department 24/at ###-###-####While I understand that Ms [redacted] is going through a financially difficult time, we are unable to reimburse her for the overdraft fees she received from her bank, since she was notified online that she was initiating an additional payment with usWe also respectfully decline her request to discount her renewal policy premium by 5-percentIt is important to note that Ms [redacted] is receiving a preferred rate with us due to her driving record, over $in discounts, and the benefit of accident forgivenessWith this, we will not increase her rates as a result of her first at-fault accidentIn review of her policy for additional savings, I noticed that she is currently taking advantage of all available discountsI hope this information is helpful in resolving Ms***’s concernsIf you have any additional questions please contact my associate, Phillip K***, at ###-###-####, extension Sincerely, Maria S [redacted] Assistant Vice President GEICO Casualty Company NAIC: MS / pk/sd/el
November 5, [redacted] Revdex.com of Metro Washington DC & Eastern Pennsylvania K StNW, 10th floor Washington DC 20005- VIA FACSIMILE: ###-###-#### RE: [redacted] Insured: [redacted] Policy Number: [redacted] NAIC: 41491-GEICO Casualty Dear Mr [redacted] : Thank you for your recent inquiry dated November 2, I welcome the opportunity to discuss Mr [redacted] ’s automobile policy On October 29, Mr [redacted] received a quote for $per six months based on the fact that he reported no activity on his online sales applicationGEICO, like most insurance companies, will request a copy of the driving record and claims history prior to binding a policyWe will obtain payment information prior to ordering these reportsIf the applicant decides after the reports are obtained not to purchase the policy, the payment is not processedMr [redacted] was advised that he would be notified once the information was reviewed and processed After a review of Mr [redacted] ’s Motor Vehicle Report, GEICO found that Mr [redacted] was involved in an accident on July 31, This additional activity caused Mr [redacted] ’s premium to change to $Mr [redacted] was sent the attached email regarding the premium difference Mr [redacted] is receiving the best rate that we have available to him at this timeCurrently, there is a balance of $for this policy since Mr [redacted] has already made a payment of $Our staff strives to fulfill our commitment to provide the best customer service at the lowest possible cost I apologize for any inconvenience and frustration this issue has caused Mr [redacted] and hope this information will assist you in resolving this issueIf additional information is required, please contact Chelsea G [redacted] at ###-###-####Her office hours are Monday through Friday, 7:a.mto 3:p.mEST Sincerely, John JL [redacted] AVP, Underwriting Enclosure: Email to Policyholder Cc: file
This will acknowledge receipt of your October 14, inquiry regarding the above referenced private passenger automobile insurance policy.Our records indicate that [redacted] L [redacted] was listed as the named insured on the above policy, which was cancelled on October 12, at the request of Ms ***.On September 6, the insured contacted GEICO via telephone to request a premium quote for the addition of her teenage son ( [redacted] A [redacted] Jr.) to the policySince the insured indicated that her son is a resident of her household and he recently obtained his driver’s license, he was added to the policy as an occasional driver effective September 7, Enclosed is a copy of the updated policy declarations that were issued on September 7, informing Ms [redacted] of her son’s addition to the policy, and the revised premium.It is GEICO’s position that since our company writes a Family Automobile Insurance Contract, we are 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 vehicles unless they have other insurance coverageAccordingly, our company is requesting proof of other insurance for Ms***’s son in order to remove him from the above policyThe appropriate premium refund will be provided to Ms [redacted] upon receipt of the requested proof.Since there appears to be no valid complaint against GEICO, we ask that this be removed from our record.If you require further assistance with this matter, please contact the undersigned at ###-###-####.Very truly yours,Brian O [redacted] Executive Office
Dear Ms [redacted] : This will acknowledge receipt of your request regarding the above named insured’s private passenger automobile policy In Mr [redacted] ’s correspondence to your organization he expresses concern regarding the cancellation of his GEICO automobile insurance policy for non-payment of premium and subsequent reporting of the cancellation to the Massachusetts Registry of Motor Vehicles (RMV) He explains that GEICO’s reporting of the cancellation for non-payment of premium has resulted in higher premium quotes with other insurance companies Mr [redacted] has requested for GEICO to remove this reporting from his RMV record or reduce his monthly installments to $200-$a month GEICO’s records show that Mr [redacted] purchased the policy in question on September 4, to be effective September 7, Mr [redacted] scheduled a one-time payment of $to be processed onto his credit card on September 6, Unfortunately the payment was declined by Mr [redacted] ’s financial institution Since the payment made to issue the policy was not honored by his financial institution, the policy was cancelled effective the inception date of the policy Per Massachusetts regulation, GEICO reported to the RMV that the policy had cancelled for non-payment Notification of the declined credit card payment and policy cancellation was sent to Mr [redacted] on September 9, On September 12, 2015, Mr [redacted] contacted GEICO and reissued the policy with a lapse in coverage to be effective September 13, He made a down payment of $via credit card to bind the policy On October 27, 2015, Mr [redacted] contacted GEICO and reported a change of mailing address and rated location from Hull, MA to Fort Hood, TX The policy was rewritten from Massachusetts to Texas effective November 20, Mr [redacted] contacted GEICO on October 15, and reported a change of address from Fort Hood, TX to Taunton, MA A Massachusetts automobile insurance policy was written for Mr [redacted] effective October 16, The premium of the policy was determined utilizing underwriting/rating rules and guidelines as filed and approved by the Massachusetts Division of Insurance It is GEICO’s position that all proper procedures were followed in the handling of Mr [redacted] 's policy GEICO maintains that the cancellation of the policy for non-payment of premium effective September 7, was valid and therefore cannot be removed from his RMV record GEICO also maintains that the policy premium is accurate per all filed and approved underwriting/rating rules and guidelines by the Massachusetts Division of Insurance We would be happy to discuss premium reduction alternatives with Mr [redacted] such as a change in coverage in an attempt to reduce his overall premium GEICO’s customer service department is available hours a day to assist via telephone, ###-###-#### If you have any questions, or if GEICO can be of any further service in this matter, please contact Barbara F [redacted] at ###-###-#### Sincerely, Timothy L [redacted] Assistant Vice President of Underwriting Tell us why here
November 22, 2017Revdex.com Serving Metro Washington DC & Eastern PennsylvaniaATTN: [redacted] K StNW, 10th FloorWashington DC 20005-3404RE: File Number: [redacted] Dear [redacted] , We received your correspondence dated November 16, We have not included any personal identifying information in our response, as you requestedOn November 8, 2017, the complainant’s spouse reported he was rear-ended by an unknown party on November 2, 2017, who left the scene of the accident Our insured indicated he had not yet filed a police report We informed our insured that he did not have collision coverage on his policy, and his uninsured motorist property damage coverage required he report a hit-and-run accident to police within hours of the occurrence.Our insured said a police officer informed him that he had days to file a police report, and also indicated he believed he obtained the unknown party’s license plate number We agreed to conduct a license plate search to attempt to locate the owner or insurer of the vehicle On November 10, 2017, we spoke to the complainant, and we informed her that the tag number her spouse provided appeared invalid, as it had not been active since The uninsured motorist property damage coverage in the complainant’s contract requires that the owner or operator of an uninsured motor vehicle be identified, or that the uninsured motor vehicle be identified by license plate number, for coverage to apply Although the license plate number provided by our insured had not been in use for years, and appeared to be improper, we have adjusted our decision and agreed to provide coverage for the lossWe left a voice mail message for our insureds, requesting that they contact us to arrange a vehicle inspection We will continue our efforts to reach the consumer to appraise her vehicle and settle the claim If we can be of any further assistance, please contact Gail M [redacted] by phone at ###-###-####, by fax at ###-###-####, or by email [redacted] @geico.comSincerely, Don R [redacted] Regional Vice President
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: That is not what we where told there agent told us that Mr[redacted] was covered for anything he drove at no time did they advise us if we did not ad the vehicle to the policy of Mr[redacted] that my insurance would be the primary and the recording of the call mysteriously can't be found so not real sure how they know what was said on the call but good try on trying to discredit our complaint yet again different information from every gieco employee you speak with Regards, [redacted]
April 7, Revdex.com of Metropolitan Washington DC and Eastern Pennsylvania K StNW, 10th Floor Washington, DC 20005- Attention: [redacted] Re: [redacted] Case ID: [redacted] Policy#: [redacted] Dear [redacted] : This will acknowledge receipt of your April 5, inquiry regarding the above referenced private passenger automobile insurance policy [redacted] and [redacted] previously insured a [redacted] and a [redacted] under the above policyThe total six month premium of $included a multi-car discount for both vehiclesEnclosed is a copy of the renewal policy declarations that were issued on September 9, reflecting the premium breakdown for the respective vehicles On January 27, [redacted] contacted GEICO to request her removal from the above policy along with the [redacted] because she had obtained a separate policy of her own to insure the said vehicleShe also stated that she was no longer residing in the same household as [redacted] The changes were processed as requested, which resulted in a revised six month premium of $to insure the remaining vehicle ( [redacted] )This is an increase of $per six months ($- $406.80) to insure the [redacted] The increase was mainly due to the loss of the multi-car discount since the [redacted] is now the sole vehicle on the policy, and is therefore no longer eligible to receive the said discountIn addition, [redacted] is the only active driver listed on the policy, and is therefore no longer eligible to receive the married rate since he is currently separated from [redacted] Enclosed is a copy of the updated policy declarations that were issued on February 4, It is GEICO’s position that [redacted] is receiving the best rate that our company can offer him at this time based on the current underwriting factors for his policy Since there appears to be no valid complaint against GEICO, we ask that this be removed from our record If you require further assistance with this matter, please contact the undersigned at [redacted] Very truly yours, Brian O [redacted] Executive Office
[redacted] ***, Fredericksburg, VA 22412-0001January 25, [redacted] Revdex.com of Metro Washington DC & Eastern Pennsylvania K Street, NW, 10"Floor Washington, DC 20005-3404Regarding: [redacted] , ID #: [redacted] Dear Ms [redacted] :Thank you for your January 21, e-mail regarding [redacted] 's complaintMrN [redacted] asked that I respond on his behalf and I welcome the opportunity[redacted] bought her policy online and chose our “paperless policy option” which means she can view anything related to her policy, including billing, payment and fee information onlineI have enclosed a copy of page (with her policy number redacted) of the billing statement she could have viewed on linePlease note, the second line from the top advises of a premium installment chargeThe fee amount is not listed on the billing statement because it is a generic form; billing fees are required to be filed with each state’s Regulatory Agency, and the fees are not the same in all statesGEICO’s Customer Service Associates are all highly trained licensed insurance agents and one of them would not have told her “there is ABSOLUTELY NO CHARGE associated with it”.Ms [redacted] ’s policy records show she has been on an installment pay plan, with the associated fees, since the inception of the policyWe have no record of her calling to make a pay plan changeHowever, as she states, she did, for a time, make her premium payment in full and she also paid a fee with each of those paymentsOnce those full payments were processed, our automated payment system determined the policy was paid-in-full and automatically refunded the fees to her credit cardShe can view her old statements for verificationI sincerely regret Ms [redacted] did not realize she was paying installment fees when she decided not to pay her premium in full; however, we must charge her a fee that is in compliance with our filed fee plan, just as we do for all of our GEICO insureds.Sincerely,Carole BCease Underwriting Supervisor GEICO Insurance CompaniesCBC/md
November 24, 2017Dear [redacted] :Thank you for your November 21, e-mail [redacted] 's complaint MrN [redacted] asked that I respond on his behalf and I welcome the opportunity [redacted] called GEICO and purchased a policy on 10/20/ On 10/21/17, she called GEICO and cancelled her policyGEICO attempted to refund her premium payment directly to her bank account on 10/25/ The same day, the refund came back to GEICO because [redacted] 's financial institution did not accept the refund We mailed a refund check to [redacted] on 10/26/ GEICO placed a stop pay on that check and mailed another refund check to [redacted] on 11/15/ We sincerely apologize [redacted] has not received her refund yet If she has any additional questions, she can contact our Hours Customer Service Department at ***-***-***.Sincerely, Elizabeth CUnderwriting Manager
[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: [redacted] I am rejecting this response because: It is not clear if GEICO has reimbursed [redacted] for the three days that I had the rental car when my car was being inspected at [redacted] Germantown shop under [redacted] 's claim # [redacted] As soon as [redacted] confirms that GEICO has reimbursed them for the rental car, this case can be closed Regards, [redacted]
Tell us why here...The points of impact do not indicate Mr [redacted] had full control of the intersection as the damages were to the right front corner of his vehicleWe have no evidence that Ms [redacted] was traveling at a high rate of speed The police report indicates "no" under speeding related for Ms [redacted] , however, indicates "racing" under speeding related for Mr [redacted] .If you have any further questions, you can contact our Claims Manager, Kristen S [redacted] ,, at ###-###-#### ext ***Sincerely,Angela R [redacted] Assistance Vice President
On May 1, 2016, our customer reported that his vehicle sustained damage during a hail stormWe inspected our customer's vehicle at one of our driinspection locations on May 7, On May 9, 2016, our customer contacted us to inform us that the shop he originally desired to use for repairs could not immediately schedule his vehicleHe noted that he would have his vehicle repaired at one of our Auto Repair Xpress shops, where we offer a lifetime repair guarantee.After commencing repairs, the shop discovered additional damage, including the need to replace the vehicle's hood, which was initially thought to be repairableAdditionally, the shop removed various trim pieces, including electrical and restraint components, which necessitated a reset of the vehicle's power seatThe shop completed these additional repairs, and delivered our customer's vehicle.After retrieving his repaired vehicle, our customer returned to the repair facility, and expressed dissatisfaction with the paint work to the vehicle's hoodThe general manager of the repair facility noted that the hood needed to be buffed to remove swirls in the paintHe offered to correct the problem and provide a rental vehicle during the repair process, which was estimated to take one dayOur Customer has not yet agreed to allow the shop to correct his concerns, and instead requested that we issue payment to him for half of the refinish cost to the hood, as well as reimburse his deductible.Upon receipt of your inquiry, Chad B***, Auto Damage Manager, contacted our customer to review his concernsMrB [redacted] noted that since our customer selected an Auto Repair Xpress location for repairs, we guarantee the repairs to his vehicleMrB [redacted] offered to coordinate the additional repair with the shop.We note our customer's dissatisfaction with the fact that we issued payment to his repair facility on June 10, 2016, two days after he emailed us requesting that we not issue paymentUnfortunately, our customer's original adjuster received the request to withhold payment and another adjuster, who completed the estimate for additional work, issued payment to the shop, unaware of our customer's requestAs noted above, we will work with our customer and the repair facility to ensure all issues are addressed.We sincerely regret the inconvenience our customer experienced during the repair of his vehicleSince he agreed to have his vehicle repaired, we regret that we are unable to redirect a portion of the repair cost as a check to our insured, or to waive his deductibleAs we noted, we will continue our efforts to coordinate a resolution of the repair concerns at our customer's convenienceIf you have any further questions about this matter, please contact MrB [redacted] at ###-###-####, or [redacted] @geico.com,Sincerely,Don R [redacted] Regional Vice President
Heather M [redacted] Assistant Vice President April 11, [redacted] Revdex.com KStreet NW, 10th Floor Washington, D.C 20005-Re: Complaint ID: [redacted] Dear [redacted] We received your correspondence dated April 3, We have not included any personal identifying information in our response We attempted to contact our insured on April 5, 2017, however we were unsuccessful On June 17, 2016, our insured logged in to their policy online and removed a [redacted] effective May 18, 2016, and added a [redacted] effective June 18, When a customer goes online to add a vehicle to their policy, they must elect to carry Emergency Road Service and Rental Reimbursement for them to be added to a vehicle Our insured elected to carry Comprehensive, Collision, Emergency Road Service, and Rental Reimbursement on the [redacted] Confirmation of these changes was emailed to our insured on June 17, 2016, since they are enrolled in the paperless policy and elected to receive policy notifications by email Subsequent policy renewal notifications were sent on June 25, 2016, and December 24, 2016, reflecting Emergency Road Service and Rental Reimbursement coverages on the [redacted] We have no record of our insured requesting the removal of these coveragesAs a courtesy, we have removed the Emergency Roadside and Rental Reimbursement coverages effective June 18, 2016, the date they were added, since our insured is advising there was no intent to include these coverages A credit of $has been applied to the policy We appreciate our insured’s patronage and apologize for any inconvenience this has caused If you have any further questions, please contact Joy K [redacted] at ###-###-#### or [redacted] @geico.comSincerely, Heather M [redacted] Assistant Vice President Tell us why here
December 5, [redacted] Revdex.com RE: ID Number: [redacted] Claim Number: [redacted] Dear [redacted] : We received your correspondence dated November 30, We have not included any personal identifying information on our response, as you requested We are disappointed to know our insured is upset about the timeliness of his claim handlingIt has been challenging for us to settle the insured’s claim for him since his mail box is full and cannot accept messages Our current status of the claim is that as of December 4, 2017, the insured has not responded to our recent email that was sent on November 30, In order for us to settle the claim we need the insured to call us or respond to the most recent email to determine the following: What is the status of ownership of the vehicle? Does the insured have the title, is the vehicle title in his name, and is the title in his possession? What is the current location of the vehicle so we can arrange to have the vehicle salvage picked up and moved? Did the insured have costs for loss-related towing or storage that he has a receipt for? We would like to schedule a time to meet with him to collect those documents and settle his claim We do anticipate resolving the claim and concerns quickly once we receive the necessary information to proceed If you have any further questions, please contact David G***, Auto Damage Manager, at ###-###-#### or by email at [redacted] @geico.com Sincerely, Frank P [redacted] Assistant Vice President
Thank you for your August 1, e-mail regarding [redacted] ’s complaint [redacted] asked that I respond on his behalf and I welcome the opportunity.On 04/04/16, [redacted] went online and added a [redacted] to her existing GEICO policyShe chose the coverages for the vehicle and listed a lienholder, but she did not select Collision coverage on the vehicleOur records show we immediately sent her an e-mail, on the same day, telling her how to update her policy with Collision coverage in order to have the lienholder listed on the policyWe also sent her a declarations page showing the [redacted] was added without Collision coverage and with no lienholder listed for the vehicle [redacted] did not call us or go online and add Collision coverage and we have no record of receiving any phone calls from her between 04/04/and the filing of her claim on 07/26/16.I sincerely regret [redacted] did not have Collision coverage on her vehicle when she had an accident; however, it was her responsibility to respond to our e-mail and review the coverages shown on her declarations page so she could confirm she had all the coverages she required.Sincerely,Elizabeth C [redacted] Underwriting Manager GEICO Insurance CompaniesEC/md
June 22, 2015Dear [redacted] ***,We received your correspondence dated June 16, 2015, regarding the above-noted ConsumerWe have not included any personal identifying information in our response as you requestedWe have attempted to contact the policyholder; however, we were unsuccessful.Our Insured’s original policy canceled effective June 8, 2015, due to non-payment of premiumOn June 13, 2015, our Insured reissued her policy with a down payment of $We apologize but our calls are recorded for training purposes only and record at randomWe do not have the call from when our Insured contacted us.We have, however, made an exception to refund our Insured $if she enrolled in our monthly automatic payment planWe advised our Insured of the refund and she enrolled into automatic paymentsOur Insured has received her refund back to the card on file.We trust this information is sufficient to allow you to close your filePlease call Russell W***, Customer Service Director, at [redacted] x***, if you have any further questions.Very Truly Yours,George R.Regional Vice President
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: That is the issue that I am having I want my handbag/computers to be covered under Individual scheduling and the representative told me it would be under the [redacted] Program That is the issue here The other items I have no problems providing the appraisals BUT the handbags and computers are not covered and that is not what I was told by the Geico sales representative I want a new policy with [redacted] through GIAL because these items were covered under them The company gave me wrong information and provided me with a carrier that does not have what I need and what I need here is a policy under [redacted] Regards, [redacted]
Heather M [redacted] Assistant Vice President April 19, [redacted] Revdex.com KStreet NW, 10th Floor Washington, D.C 20005- Re: Complaint ID: [redacted] Dear [redacted] , We received your correspondence dated April 12, We have not included any personal identifying information in our response We regret our insured has rejected our previous response However, our decision has not changed Our insured obtained multiple quotes online at geico.com, prior to purchasing a policy effective April 13, On February 8, 2017, our insured completed the original quote online in which we ask whether any driver had any 1) accidents (regardless of fault) in the last years, 2) Traffic tickets in the last years 3) DUIs in the last years, and 4) Suspensions or Revocations in the last yearsOur insured selected the no in response to this question and we have included a copy of this page viewed by our customer On March 28, 2017, our insured pulled that same quote up online and subsequently agreed to set the policy up on April 13, We apologize for any inconvenience that has occurred We advise our applicants that we review consumer reports to confirm their driving history and the rate may change Regrettably, our insured did not disclose an accident which occurred May 23, The policy was reviewed by our underwriting department We discovered the additional activity and updated the policy accordingly, increasing the premium to $ If you have any further questions, please contact Joy K [redacted] at ###-###-#### or [redacted] @geico.com Sincerely, Heather M [redacted] Assistant Vice President Tell us why here
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] 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, [redacted]
May 19, [redacted] Revdex.com of Metropolitan Washington DC K Street NW, 10th Floor Washington, DC 20005- Regarding: [redacted] Policy: [redacted] Revdex.com File Number: [redacted] Dear Ms [redacted] : We have received your letter requesting additional assistance on behalf of [redacted] ***, and I apologize that he does not find our response to his concerns satisfactory On May 17, 2017, we received Mr***’s complaint filed with the Utah Insurance Department; therefore, we will further address his concerns in a written response to the Consumer Service Representative assigned to his complaint If you have any additional questions please contact my associate, Phillip K***, at ###-###-####, extension Sincerely, Maria S [redacted] Assistant Vice President GEICO Casualty Company
We have received your letter requesting assistance on behalf of Denise ***I welcome the opportunity to respond to her concernsI am sorry to hear about the difficulty Ms [redacted] is experiencing in relation to her policy billingMs [redacted] has been insured with us under policy number [redacted] August 28, When she started her policy, she elected to enroll in our automatic payment program which allowed us to automatically deduct her monthly paymentsAs of May 13, 2016, Ms***’s automatic payments were processed on the 14th of each monthOn June 8, 2016, Ms [redacted] contacted our Customer Service Department to postpone her July 14, payment to July 23, Upon postponing the payment, we sent Ms [redacted] an email confirmation that advised that the future payments would resume according to her current billing scheduleOn August 4, 2016, we sent Ms [redacted] an email reminder that we would automatically debit $from her checking account ending in on August 14, Ms [redacted] then logged into her account online and scheduled an additional payment for $to be processed on August 20, from the same accountPlease note that since Ms***’s policy is enrolled in automatic payments and she scheduled an additional payment, the following message was displayed prior to her finalizing the transaction: “Selecting this will set up an additional payment as your current automatic payment will be processed on 08/14/Please view your Payment Options to change your automatic payment.” Had Ms [redacted] clicked on the Payment Options link, this would have displayed the option for her to postpone her August 14, payment to August 20, In the future, Ms [redacted] has the option to postpone her monthly automatic payments up to nine additional daysThis can be done between the 3rd and 11th day of each month, since we do require at least a three day notice to postpone payments debited from a checking accountTo postpone a payment online, Ms [redacted] can use the following steps: ? Log into her policy online ? Hover over the ‘Payments tab’ on the top left of the page ? Select ‘Automatic Payments’ ? Select the new payment date ? Finalize the transaction If Ms [redacted] would like to permanently change her payment due date, she can contact our Customer Service Department 24/at ###-###-####While I understand that Ms [redacted] is going through a financially difficult time, we are unable to reimburse her for the overdraft fees she received from her bank, since she was notified online that she was initiating an additional payment with usWe also respectfully decline her request to discount her renewal policy premium by 5-percentIt is important to note that Ms [redacted] is receiving a preferred rate with us due to her driving record, over $in discounts, and the benefit of accident forgivenessWith this, we will not increase her rates as a result of her first at-fault accidentIn review of her policy for additional savings, I noticed that she is currently taking advantage of all available discountsI hope this information is helpful in resolving Ms***’s concernsIf you have any additional questions please contact my associate, Phillip K***, at ###-###-####, extension Sincerely, Maria S [redacted] Assistant Vice President GEICO Casualty Company NAIC: MS / pk/sd/el
November 5, [redacted] Revdex.com of Metro Washington DC & Eastern Pennsylvania K StNW, 10th floor Washington DC 20005- VIA FACSIMILE: ###-###-#### RE: [redacted] Insured: [redacted] Policy Number: [redacted] NAIC: 41491-GEICO Casualty Dear Mr [redacted] : Thank you for your recent inquiry dated November 2, I welcome the opportunity to discuss Mr [redacted] ’s automobile policy On October 29, Mr [redacted] received a quote for $per six months based on the fact that he reported no activity on his online sales applicationGEICO, like most insurance companies, will request a copy of the driving record and claims history prior to binding a policyWe will obtain payment information prior to ordering these reportsIf the applicant decides after the reports are obtained not to purchase the policy, the payment is not processedMr [redacted] was advised that he would be notified once the information was reviewed and processed After a review of Mr [redacted] ’s Motor Vehicle Report, GEICO found that Mr [redacted] was involved in an accident on July 31, This additional activity caused Mr [redacted] ’s premium to change to $Mr [redacted] was sent the attached email regarding the premium difference Mr [redacted] is receiving the best rate that we have available to him at this timeCurrently, there is a balance of $for this policy since Mr [redacted] has already made a payment of $Our staff strives to fulfill our commitment to provide the best customer service at the lowest possible cost I apologize for any inconvenience and frustration this issue has caused Mr [redacted] and hope this information will assist you in resolving this issueIf additional information is required, please contact Chelsea G [redacted] at ###-###-####Her office hours are Monday through Friday, 7:a.mto 3:p.mEST Sincerely, John JL [redacted] AVP, Underwriting Enclosure: Email to Policyholder Cc: file
This will acknowledge receipt of your October 14, inquiry regarding the above referenced private passenger automobile insurance policy.Our records indicate that [redacted] L [redacted] was listed as the named insured on the above policy, which was cancelled on October 12, at the request of Ms ***.On September 6, the insured contacted GEICO via telephone to request a premium quote for the addition of her teenage son ( [redacted] A [redacted] Jr.) to the policySince the insured indicated that her son is a resident of her household and he recently obtained his driver’s license, he was added to the policy as an occasional driver effective September 7, Enclosed is a copy of the updated policy declarations that were issued on September 7, informing Ms [redacted] of her son’s addition to the policy, and the revised premium.It is GEICO’s position that since our company writes a Family Automobile Insurance Contract, we are 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 vehicles unless they have other insurance coverageAccordingly, our company is requesting proof of other insurance for Ms***’s son in order to remove him from the above policyThe appropriate premium refund will be provided to Ms [redacted] upon receipt of the requested proof.Since there appears to be no valid complaint against GEICO, we ask that this be removed from our record.If you require further assistance with this matter, please contact the undersigned at ###-###-####.Very truly yours,Brian O [redacted] Executive Office
Dear Ms [redacted] : This will acknowledge receipt of your request regarding the above named insured’s private passenger automobile policy In Mr [redacted] ’s correspondence to your organization he expresses concern regarding the cancellation of his GEICO automobile insurance policy for non-payment of premium and subsequent reporting of the cancellation to the Massachusetts Registry of Motor Vehicles (RMV) He explains that GEICO’s reporting of the cancellation for non-payment of premium has resulted in higher premium quotes with other insurance companies Mr [redacted] has requested for GEICO to remove this reporting from his RMV record or reduce his monthly installments to $200-$a month GEICO’s records show that Mr [redacted] purchased the policy in question on September 4, to be effective September 7, Mr [redacted] scheduled a one-time payment of $to be processed onto his credit card on September 6, Unfortunately the payment was declined by Mr [redacted] ’s financial institution Since the payment made to issue the policy was not honored by his financial institution, the policy was cancelled effective the inception date of the policy Per Massachusetts regulation, GEICO reported to the RMV that the policy had cancelled for non-payment Notification of the declined credit card payment and policy cancellation was sent to Mr [redacted] on September 9, On September 12, 2015, Mr [redacted] contacted GEICO and reissued the policy with a lapse in coverage to be effective September 13, He made a down payment of $via credit card to bind the policy On October 27, 2015, Mr [redacted] contacted GEICO and reported a change of mailing address and rated location from Hull, MA to Fort Hood, TX The policy was rewritten from Massachusetts to Texas effective November 20, Mr [redacted] contacted GEICO on October 15, and reported a change of address from Fort Hood, TX to Taunton, MA A Massachusetts automobile insurance policy was written for Mr [redacted] effective October 16, The premium of the policy was determined utilizing underwriting/rating rules and guidelines as filed and approved by the Massachusetts Division of Insurance It is GEICO’s position that all proper procedures were followed in the handling of Mr [redacted] 's policy GEICO maintains that the cancellation of the policy for non-payment of premium effective September 7, was valid and therefore cannot be removed from his RMV record GEICO also maintains that the policy premium is accurate per all filed and approved underwriting/rating rules and guidelines by the Massachusetts Division of Insurance We would be happy to discuss premium reduction alternatives with Mr [redacted] such as a change in coverage in an attempt to reduce his overall premium GEICO’s customer service department is available hours a day to assist via telephone, ###-###-#### If you have any questions, or if GEICO can be of any further service in this matter, please contact Barbara F [redacted] at ###-###-#### Sincerely, Timothy L [redacted] Assistant Vice President of Underwriting Tell us why here
November 22, 2017Revdex.com Serving Metro Washington DC & Eastern PennsylvaniaATTN: [redacted] K StNW, 10th FloorWashington DC 20005-3404RE: File Number: [redacted] Dear [redacted] , We received your correspondence dated November 16, We have not included any personal identifying information in our response, as you requestedOn November 8, 2017, the complainant’s spouse reported he was rear-ended by an unknown party on November 2, 2017, who left the scene of the accident Our insured indicated he had not yet filed a police report We informed our insured that he did not have collision coverage on his policy, and his uninsured motorist property damage coverage required he report a hit-and-run accident to police within hours of the occurrence.Our insured said a police officer informed him that he had days to file a police report, and also indicated he believed he obtained the unknown party’s license plate number We agreed to conduct a license plate search to attempt to locate the owner or insurer of the vehicle On November 10, 2017, we spoke to the complainant, and we informed her that the tag number her spouse provided appeared invalid, as it had not been active since The uninsured motorist property damage coverage in the complainant’s contract requires that the owner or operator of an uninsured motor vehicle be identified, or that the uninsured motor vehicle be identified by license plate number, for coverage to apply Although the license plate number provided by our insured had not been in use for years, and appeared to be improper, we have adjusted our decision and agreed to provide coverage for the lossWe left a voice mail message for our insureds, requesting that they contact us to arrange a vehicle inspection We will continue our efforts to reach the consumer to appraise her vehicle and settle the claim If we can be of any further assistance, please contact Gail M [redacted] by phone at ###-###-####, by fax at ###-###-####, or by email [redacted] @geico.comSincerely, Don R [redacted] Regional Vice President
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: That is not what we where told there agent told us that Mr[redacted] was covered for anything he drove at no time did they advise us if we did not ad the vehicle to the policy of Mr[redacted] that my insurance would be the primary and the recording of the call mysteriously can't be found so not real sure how they know what was said on the call but good try on trying to discredit our complaint yet again different information from every gieco employee you speak with Regards, [redacted]