Thank you for your letter of inquiry dated August 4, 2016.The loss was reported to us on May 27, by our insured, [redacted] *** [redacted] reported that she lost control of her vehicle striking a parked vehicle and additional propertyWe spoke with [redacted] the same day and requested he send color photographs and an itemized estimate of the damages[redacted] submitted photographs on May 27, however he did not submit an itemized estimateOn May 31, we spoke with [redacted] to advise we would need an itemized estimate to review for paymentWe also advised him we would need to review all damages being claimed by all parties due to a potential low property damage limitOn June 14, 2016, we again requested an itemized estimate of the damagesThis request was also mailed to [redacted] On June 21, 2016.We received the itemized estimate from [redacted] on June 24, On June 27, we completed our review of [redacted] ***'s submitted damages; however we were unable to issue paymentWe were unable to confirm the amount of the additional third party damagesOn July 19, we issued payment to [redacted] in the amount of $1,after completing estimates for all the third party damagesOn July 26, [redacted] advised that he had not yet received his payment [redacted] requested we issue a stop payment and reissue this checkPayment was reissued On July 29, 2016.If any additional information is needed please contact Jenna W***, Consumer Relations Administrator at ###-###-#### or [redacted] @geico.comSincerely,Jeremy C [redacted] Assistant Vice President
See attached pdf for official copy of our response Dear MsTilghman: We have received your letter requesting additional assistance on behalf of [redacted] *** I welcome the opportunity to further respond to her concernsIt is our goal to design our website to be user friendly and easy for our customers to process their online transactions We do recognize that on August 4, 2016, it was Ms***’s intention to postpone her August 14, payment to August 20, 2016; however, she mistakenly processed an additional payment instead Upon her automatic payment processing on August 14, 2016, Ms***’s policy was paid in full Since her policy was paid in full when the second payment was processed on August 20, 2016, I have authorized an exception to reimburse Ms [redacted] of the $overdraft fees she received from her bank We genuinely value Ms***’s business, and it is very important that we continue to exceed her expectations with every interaction you have with our company I hope this information is helpful in resolving her concerns If you have any additional questions please contact my associate, Phillip K***, at ###-###-####, extension
Thank you for your September 26, e-mail regarding [redacted] 's complaint MrN [redacted] asked that I respond on his behalf and I welcome the opportunity.We stand by our previous responses and will provide no further response to this complaint.Sincerely,Elizabeth C [redacted] Underwriting ManagerGEICO Insurance CompaniesEC/md
This will acknowledge receipt of your request regarding the above named insured’s private passenger automobile policy In [redacted] ’s correspondence to your organization she expresses concern that GEICO has not issued her a refund for all unearned premiums paid She has requested a refund of $GEICO’s records show that the policy in question renewed on October 18, to be effective November 27, with a six month premium of $ Renewal paperwork inclusive of updated billing for the upcoming renewal was sent to [redacted] showing a payment of $due on November 27, Please note that the payment of $includes a $New Jersey Property Liability Insurance Guaranty Association fee On October 24, 2017, [redacted] made a payment of $via telephone to renew the policy The policy balance was updated to reflect a balance of zeroOn October 25, 2017, GEICO received a completed and signed New Jersey Coverage Selection Form (CSF) requesting a change in the Personal Injury Protection (PIP) coverage The PIP coverage was updated to reflect the desired coverage selections made by [redacted] on the CSF As she requested, the coverage change was made effective October 26, and resulted in a prorated premium increase of $for the remaining days of the current policy term and a six month premium increase of $to $upon renewal effective November 27, This left a prorated premium balance of $dueOn October 31, 2017, GEICO received a completed and signed CSF requesting another change in PIP coverage The PIP coverage was updated to reflect the desired coverage selections made by [redacted] on the CSF The policy was endorsed with these changes effective November 1, 2017, per request of [redacted] The change in PIP coverage resulted in a prorated premium decrease of $for the remaining days of the current policy term and a six month premium decrease to $upon renewal effective November 27, This change resulted in a prorated premium decrease of $being applied to the balance leaving a credit of $remainingIf the amount of credit to be refunded is under a certain threshold, it will be refunded back to the insured upon their request On November 18, 2017, [redacted] requested that she be issued a refund for the $ This credit was refunded to [redacted] via her last method of payment received on November 21, Please note that this refund was issued prior to receipt and review of [redacted] ’s complaint from your organization It is GEICO’s position that all proper procedures were followed in the handling of [redacted] ’s policy GEICO maintains that the amount of refund issued to [redacted] is accurate and that no further refunds/credits are owed I have included a copy of the applicable policy declaration pages for you reviewIf 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***Assistant Vice President of Underwriting
November 27, Revdex.com of Metropolitan Washington DC and Eastern Pennsylvania ATTN: [redacted] K St NW, 10th floor P.OBox Washington, DC 20005- RE: FILE NUMBER: [redacted] Dear [redacted] , We received your correspondence dated November 20, We have not included any personal identifying information on our response, as you requested On June 24, 2017, our insured notified us that while operating her parents’ vehicle, she backed into the consumer’s parked and unoccupied vehicle We determined a coverage investigation was warranted We contacted the consumer’s spouse on the following day and advised we were conducting a coverage investigation We kept the consumer and his spouse informed of the status of our investigation throughout the process We completed our investigation on November 14, and determined we would afford coverage for the accident We advised the consumer’s spouse of our decision on that day and scheduled the vehicle for an inspection on November 17, We also provided a rental reservation for use while the vehicle was undergoing repairs On the day of the inspection, the consumer was unable to arrive at the scheduled appointment time The consumer dropped his vehicle off at the body shop, and we rescheduled the inspection for November 21, 2107, as we were unable to accommodate the consumer’s request for a same day appointment A claims supervisor confirmed the appointment and apologized for the inconvenience Upon receipt of your correspondence, a claims supervisor contacted the consumer on November 20, to discuss his concerns She confirmed the vehicle was pending inspection on the following day and advised that she would follow up with him to confirm payment for his vehicle damages If there are any additional questions, please feel free to contact Megan A***, Claims Manager, at ###-###-####, via FAX at ###-###-####, or via e-mail at [redacted] @geico.comSincerely, Tara C [redacted] Assistant Vice President of Claims, GEICO HoustonPhone: ###-###-####
December 13, 2017Dear [redacted] :Thank you for your 12/08/e-mail regarding [redacted] ***'s complaint MrN [redacted] asked that I respond on his behalf and I welcome the opportunity[redacted] ***'s $payment was due on 09/15/ The payment scheduled by her to be debited from her back account on that date; however, on 09/13/17, she rescheduled it to be extracted on 09/24/ On 09/25/we received a notice the $payment was declined by her financial institution When we had not received a valid replacement payment by 09/30/17, we sent her a Post Office Receipt Secured (PORS) Non-Payment Cancellation Notice advising a payment of $was due by the 10/11/cancellation date listed in the notice [redacted] made a $payment on GEICO.com on 10/04/at 9:A.M; she then called our automated phone system at 9:A.Mon the same day, and made a $payment Her financial institution honored the $payment and declined the $payment I sincerely regret [redacted] ***'s policy canceled, but because the payment that was honored by her financial institution was less than the amount due in the cancellation notice, the policy was canceled in compliance with Maryland statute(s) and/or Insurance Regulation(s) Sincerely, Elizabeth C.Underwriting Manager
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
January 23, Dear [redacted] :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 [redacted] s claimproperly[redacted] 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 [redacted] [redacted] brought his vehicle in for repair on November 1, The work wasperformed by [redacted] ***, 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 [redacted] s request, it was found that the horns and lights had no physical damage andwere operating normally [redacted] 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, [redacted] returned to [redacted] 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 [redacted] 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 [redacted] at the time of the second inspectionWe alsoadvised [redacted] 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 [redacted] brought the vehicle in to [redacted] in Germantown, Maryland [redacted] was unable to relate either of these issues to this claimA GEICO supervisor has been in contact with the representative at [redacted] who advised when the vehicle is dropped off they will notify GEICO so that a supervisor can inspect the vehicle again per [redacted] ’ s request [redacted] advised they did not ?nd any repair quality issues with paint, ?tment, or workmanship performed by [redacted] ***They did determine that the bracket bolt for the grille needs to be tightened and can be completed upon return of the vehicle to [redacted] 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 [redacted] at ###-###-#### or [redacted] @geico.com if youhave any further questions.Sincerely,Sheryl W.Assistant Vice President
June 13, 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 Ms [redacted] : This will acknowledge receipt of your June 7, inquiry regarding the above referenced private passenger automobile insurance policy Our records show that on May 26, Mrs [redacted] submitted a premium installment payment in the amount of $via electronic check for the above policyA second payment for $was then submitted on June 1, via [redacted] On June 6, Mrs [redacted] ’s bank notified GEICO that the May 26, check payment was not honored due to insufficient fundsThe policy was then assessed a $returned payment feeAccording to Mrs [redacted] , her checking account was also assessed two returned check fees of $each by her bank, one for the first submission of the check without sufficient funds, and one for the resubmission without sufficient fundsMost banks automatically resubmit check payments, which is beyond the control of our companyHowever, as an exception, GEICO has removed the $returned payment fee, and the policy was also credited $as reimbursement for one of the overdraft fees On June 9, the above policy was cancelled at Mrs [redacted] ’s requestAfter applying the above credits, a premium refund was issued in the amount of $13.65, which Mrs [redacted] should receive within 3-business daysThere is no indication that any error occurred on our company’s part regarding the above transactionsTherefore, it is GEICO’s position that no additional premium refund is owed to Mrs [redacted] by our company We trust that this information is sufficient to allow you to close out the complaintIf you have any additional questions or concerns regarding this issue, please feel free to call my associate, Barbara C [redacted] , at ###-###-####, ext Sincerely, Richard SH [redacted] Regional Vice President
April 11, [redacted] Revdex.com RE: ID Number: [redacted] Dear [redacted] : This is in response to your email of April 6, 2017, addressed to Tony N [redacted] of GEICO We have not included any personal identifying information on our response, as you requested Our records show that on September 24, 2016, [redacted] was involved in an accident while driving his [redacted] His vehicle was inspected on September 26, 2016, and was deemed to be a total lossWe immediately contacted [redacted] ***, [redacted] ’s lienholder, and requested a letter of guarantee and a copy of the titleOn October 24, 2016, we received the letter of guarantee and a copy of the titleUnfortunately, payment was not issued to the lienholder until January 11, We sincerely apologize for this oversightWe have spoken to [redacted] and based on our delay, we issued reimbursement for his interest in the amount of $We understand that as a result of our late payment, [redacted] ’s credit score has been negatively affectedTherefore, we will submit a request through [redacted] respectfully asking that the debt be forgiven and removed from his credit scoreWe trust that this information is sufficient to allow you to close out the complaint If you have any additional questions or concerns regarding this issue, please feel free to call my associate, Barbara C [redacted] , at ###-###-####, extension ***Sincerely, Frank P [redacted] Assistant Vice President
December 4, 2017Dear [redacted] :Thank you for your 11/25/e-mail regarding [redacted] ***'s complaint MrN [redacted] asked that I respond on his behalf and I welcome the opportunity.A review of the policy shows [redacted] had a payment due on 09/15/that she rescheduled to be extracted on 09/24/ On 09/25/we received notice the payment was declined by her financial institution We sent [redacted] a Post Office Receipt Secured (PORS) Non-Payment Cancellation Notice on 09/30/with a cancellation date of 10/11/ We did not receive a valid payment for the amount due in the cancellation notice; therefore, the policy canceled effective 10/11/17.Sincerely, Elizabeth C.Underwriting Manager
This will acknowledge receipt of your request regarding the above named insured’s private passenger automobile policy In [redacted] ’s correspondence to your organization, he expresses concern regarding an increase in policy premium resulting from a change in underwriting information on the policy He has requested that the original policy premium be honored GEICO’s records show that [redacted] purchased the above policy via telephone on September 22, to be effective September 29, The policy was bound with a six month premium of $and includes his spouse, [redacted] The driving experience of the operators listed on the policy is one of the many underwriting factors taken into consideration when determining premium An operator with more driving experience is considered to be more favorable and may result in a lower premium compared to someone with less driving experience On the application, [redacted] advised of foreign driving experience of years and years of foreign driving experience for his spouse It is our practice to give credit to the customer for foreign driving experience in lieu of a certified copy of an abstract, showing the driving history of the listed operators, and proof of the date they were first licensed The GEICO salesperson advised [redacted] that the premium was conditional and that both he and his spouse would need to provide proof of the date that they were first licensed along with the driving history from India within days On October 27, 2017, a letter was sent to **and [redacted] explaining that we needed a copy of their abstracts from India and proof of date first licensed within days in order to honor their foreign driving experienceUnfortunately, no proof of date first licensed or Indian driving history was received for either ** [redacted] or his spouse Effective November 15, the policy premium was updated to $2,and reflected a limited driving history for [redacted] and his spouse It is GEICO’s position that all proper procedures were followed in the handling of [redacted] ’s policy GEICO would be willing to backdate the change in driving experience to November 15, if [redacted] provides us with the requested information stated above by December 15, 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
[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: The response provided by business only repeats the same claims made in their initial response without any evidence or supporting factsGenerally claiming that the repair cost of a model vehicle has suddenly been determined to be 10% higher in is a rootless and disturbingly ridiculous claimThe same goes for the claim that repair costs in TX have gone up by 10% in less than a monthI would like to remind you that my rate was evaluated on June entirely and determinedA sudden increase just months after does not make senseI would like my rate to return back to what I was quoted on June 31, or to a meaningful and reasonable vicinity of that number Regards, [redacted] ***
August 11, [redacted] Revdex.com of Metro Washington DC & Eastern Pennsylvania K StNW, 10th floorWashington DC 20005-VIA FACSIMILE: ###-###-#### RE: [redacted] Insured: [redacted] Policy Number: [redacted] / [redacted] NAIC: ***-GEICO Casualty Dear [redacted] : This is in response to your request for additional information on August 9, On August 9, 2016, [redacted] ’s bankruptcy documents were received and reviewed by our Accounts Receivable departmentAt that time, [redacted] was contacted and advised that her payment of $from July 15, would be refundedOn August 10, 2016, the payment of $was refunded to [redacted] ’s credit card ending I apologize for an inconvenience and frustration this has caused [redacted] and I 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, 8:a.mto 4:p.mESTSincerely, John [redacted] L***AVP, Underwriting
August 1, [redacted] Revdex.com KSTREET NW 10TH FLOOR WASHINGTON DC 20005- Claim Number: [redacted] Insured: Thomas Ho Date of Loss: 06/17/ Complainant: [redacted] Complaint Case: [redacted] Dear Ms [redacted] : We are in receipt of your letter dated July 24, Our insured, Thomas Ho, filed a claim on June 18, On the same date, we completed our liability investigation, accepted fault for the damages incurred, and made the call to the complainant, [redacted] , to explain the inspection processBased on his availability, we proceeded to schedule a field inspection for him and completed his initial estimate on July 11, We wrote an estimate for a supplemental damage item on July 18, 2017, while still at the shop for repairs After completion of repairs, Mr [redacted] picked up his vehicle from the shop on July 20, On July 21, 2017, Mr [redacted] called to explain that the vehicle was jerking and that certain repairs that were on the estimate were not completed and he would be bringing it back into the shopOur local auto damage supervisor called him back the following day to review the concernsOur supervisor proceeded to work with the shop manager to explain the concerns and the expectationsFrom these conversations, the shop took ownership of the repair issues and had already spoken with the owner on the same day to slate a pickup of his vehicle on Monday, July while he was out of townOn July 22, 2017, our supervisor confirmed the aforementioned plan to explain the estimate process and the shop’s responsibility to correctly complete the repairs as outlinedMr [redacted] confirmed that he had understood the process and had a complaint with the same shop on a prior, unrelated repairHe also confirmed that our adjuster kept him informed of the process of this claim To acknowledge the specific items mentioned in the complaint letter: • Shop verified they failed to replace the wheelThey had ordered it but failed to put that on the car • Shop verified their repair to bed and refinish could have been better • Shop told our adjuster that the alignment was done but mixed up the cars and never did the alignment initially • Shop was not aware of the cob webs but they did take off the bed to paint it As a resolution: • Shop fixed the bed and refinish including paying for paintless dent repair to come in and repair unrelated dings to the bed • Shop put new wheel on the vehicleOur local supervisor visually verified this Tuesday, July 25, • Shop got alignment done on July 27, and was within specifications • Brad (shop manager) kept Mr [redacted] informed all week • The shop completed corrective repairs We have confirmed that Mr [redacted] has picked up his vehicle on Saturday, July 29, and followed up with an email to the shop manager stating his satisfaction with the corrective repairs Thank you for the opportunity to address your inquiryPlease let us know if you need anything further Sincerely, Matthew LM [redacted] Assistant Vice President Virginia Beach Regional Office GEICO Indemnity Insurance Company NAIC #***
December 4, [redacted] Revdex.com of Metropolitan Washington DC K Street NW, 10th Floor Washington, DC 20005- Regarding: [redacted] Claim Number: [redacted] -***- [redacted] Revdex.com File Number: [redacted] Dear [redacted] : We have received your letter requesting assistance on behalf of [redacted] and I welcome the opportunity to respond to his concerns On September 18, 2017, [redacted] purchased a GEICO Casualty automobile insurance policy which went into effect that same dayAs indicated by the policy Declarations Page that we provided to [redacted] on September 19, 2017, the policy did not include the glass deductible waiver On November 29, 2017, we called [redacted] and advised him that the additional cost to add the Safety Glass Non-Deductible Option effective September 18, is $for the policy periodHe agreed to pay the additional charge, and understands the payment must be received by December 14, Therefore, we will be able to waive the Comprehensive coverage deductible for the November 2, date of loss I hope this information is helpful in resolving [redacted] ***’s concernsIf you have any additional questions, please contact my associate, Barbara Collins, at ###-###-####, ext*** Sincerely, Shane W [redacted] Assistant Vice President GEICO Casualty Company
December 7, Revdex.com of Metropolitan Washington DC and Eastern Pennsylvania K StNW, 10th floor P.OBox Washington, DC 20005- Attention: [redacted] RE: CASE NUMBER: [redacted] COMPLAINANT: [redacted] CLAIM NUMBER: [redacted] DATE OF LOSS: June 8, COMPANY: GEICO County Mutual Insurance Company Dear [redacted] : Thank you for your follow up correspondence dated November 30, As stated in our initial response, Auto Damage Supervisor Daniel M [redacted] spoke with an employee, ***, at [redacted] ’s repair facility of choice, [redacted] in Houston, TX, on November 21, [redacted] confirmed that the order for the required parts had been placed and they were awaiting arrival from the manufacturerSome of the parts had arrived as of that conversationHowever, they were still awaiting the arrival of the vehicle’s lock set, which was damaged in the loss MrM [redacted] contacted the repair facility again on December 1, 2017, who confirmed the information referenced aboveMrM [redacted] also contacted the manufacture’s parts divisionThey also confirmed that the repair facility placed the order on October 17, under [redacted] order number [redacted] They acknowledged that the part was being built but could not provide an arrival dateUnfortunately, GEICO cannot control the speed at which [redacted] manufactures the required lock setAny information GEICO obtained regarding the issue was acquired directly from the repair facility and/or the vehicle manufacturer Auto Damage Adjuster Ron B [redacted] left a message for [redacted] on November 6, in an attempt to explain the situationMrM [redacted] also left messages for [redacted] on November and December 1, MrM [redacted] sent an email to [redacted] ’s personal email address on the latter dateGEICO requests that [redacted] reply to MrM [redacted] ’s inquiries should he have any additional concerns If there are any further questions, please feel free to contact Claims Manager Chris C [redacted] at ###-###-#### Sincerely, Paul M [redacted] Assistant Vice President
December 1, [redacted] Revdex.comK StNW, 10th FloorWashington DC 20005-3404Claim Number: [redacted] Our Insured: [redacted] Date of Loss: 11/24/2016Complainant: [redacted] ***File Number: [redacted] Dear Ms [redacted] ,We received your inquiry dated November 28, This loss was reported to GEICO on November 24, by the Virginia Beach Police Department at 3:39pmWe spoke with Mr [redacted] the same day and explained we needed to speak with our insured to confirm the lossWe also received an internet inquiry from Mr [redacted] later that evening requesting a rental vehicleOn November 25, 2016, we spoke with Mr [redacted] and explained that contact was needed with our named insured and our driver to confirm the facts of the lossWe explained we were unable to provide a rental vehicle until we spoke with them and suggested he consider contacting his own insurance carrier if an immediate rental was neededThat same morning we also contacted our named insured and driver and left messages for them to contact us about the reported claimWe were able to obtain statements from Mr***, his passenger Ms [redacted] and the witness provided on this dateWe were able to reach our insured driver, [redacted] , at 4:30pm on November 25, who confirmed the facts of the accidentSince Mr [redacted] was not listed on the insured’s policy contact was still needed with our named insured to verify he had permission to use the vehicle involvedOn Monday, November 28, 2016, at 9:51am we were able to reach Ms [redacted] and she confirmed the driver had permission to use her vehicleAs soon as this information was obtained we contacted Mr [redacted] to schedule an estimate for his vehicle and to transfer of the rental expense to our claims fileThank you for the opportunity to address your inquiryPlease contact, Dana L**, at ###-###-####, if you have any questions regarding this matterSincerely, Matthew LM [redacted] Assistant Vice PresidentVirginia Beach Regional Office GEICO General Insurance CompanyNAIC#***
Dear Mr [redacted] : Thank you for your recent inquiry We understand that Mr [redacted] is seeking payment for diminished value of his [redacted] ***Auto Damage Supervisor Aaron G [redacted] tried to reach Mr [redacted] on September 8, to discuss this matter, but was only able to leave a message We paid for the full cost to perform a high quality repair of Mr [redacted] ’s vehicleDiminution of value is not covered under the physical damages coverage on Mr [redacted] ’s policy Please refer to Mr [redacted] ’s policy contract: SECTION III - PHYSICAL DAMAGE COVERAGES Your Protection For Loss Or Damage To Your Car LIMIT OF LIABILITY The limit of our liability for loss: is the actual cash value of the property at the time of the loss; will not exceed the cost to repair or replace the property, or any of its parts, with other of like kind and quality and will not include compensation for any diminution in the property’s value that is claimed to result from the loss; It is possible that Mr [redacted] can pursue a diminution of value claim with the other driver’s insurance carrier, ***, as a third party claimantMr [redacted] should direct any inquiries about the diminished value of his vehicle to *** If you have any questions, please contact Auto Damage Manager Craig H [redacted] at ###-###-#### Sincerely, JLee M***, Jr Assistant Vice President, Claims
October 15, 2015Dear [redacted] ,Thank you for your letter dated October 6, outlining [redacted] ***'s complaint to your organizationWe regret [redacted] is unhappy with the handling of his claim.We have reviewed our file and find that this claim was handled appropriately and in accordance with the terms and conditions of the policy.We have reached out to [redacted] and are discussing his concerns directly with him.I am available from 7:a.mto 4:p.m(EST) Monday through FridayPlease feel free to contact me if you have any questions.Sincerely,Ginger F.Assistant Vice President Marine Insurance Claims
Thank you for your letter of inquiry dated August 4, 2016.The loss was reported to us on May 27, by our insured, [redacted] *** [redacted] reported that she lost control of her vehicle striking a parked vehicle and additional propertyWe spoke with [redacted] the same day and requested he send color photographs and an itemized estimate of the damages[redacted] submitted photographs on May 27, however he did not submit an itemized estimateOn May 31, we spoke with [redacted] to advise we would need an itemized estimate to review for paymentWe also advised him we would need to review all damages being claimed by all parties due to a potential low property damage limitOn June 14, 2016, we again requested an itemized estimate of the damagesThis request was also mailed to [redacted] On June 21, 2016.We received the itemized estimate from [redacted] on June 24, On June 27, we completed our review of [redacted] ***'s submitted damages; however we were unable to issue paymentWe were unable to confirm the amount of the additional third party damagesOn July 19, we issued payment to [redacted] in the amount of $1,after completing estimates for all the third party damagesOn July 26, [redacted] advised that he had not yet received his payment [redacted] requested we issue a stop payment and reissue this checkPayment was reissued On July 29, 2016.If any additional information is needed please contact Jenna W***, Consumer Relations Administrator at ###-###-#### or [redacted] @geico.comSincerely,Jeremy C [redacted] Assistant Vice President
See attached pdf for official copy of our response Dear MsTilghman: We have received your letter requesting additional assistance on behalf of [redacted] *** I welcome the opportunity to further respond to her concernsIt is our goal to design our website to be user friendly and easy for our customers to process their online transactions We do recognize that on August 4, 2016, it was Ms***’s intention to postpone her August 14, payment to August 20, 2016; however, she mistakenly processed an additional payment instead Upon her automatic payment processing on August 14, 2016, Ms***’s policy was paid in full Since her policy was paid in full when the second payment was processed on August 20, 2016, I have authorized an exception to reimburse Ms [redacted] of the $overdraft fees she received from her bank We genuinely value Ms***’s business, and it is very important that we continue to exceed her expectations with every interaction you have with our company I hope this information is helpful in resolving her concerns If you have any additional questions please contact my associate, Phillip K***, at ###-###-####, extension
Thank you for your September 26, e-mail regarding [redacted] 's complaint MrN [redacted] asked that I respond on his behalf and I welcome the opportunity.We stand by our previous responses and will provide no further response to this complaint.Sincerely,Elizabeth C [redacted] Underwriting ManagerGEICO Insurance CompaniesEC/md
This will acknowledge receipt of your request regarding the above named insured’s private passenger automobile policy In [redacted] ’s correspondence to your organization she expresses concern that GEICO has not issued her a refund for all unearned premiums paid She has requested a refund of $GEICO’s records show that the policy in question renewed on October 18, to be effective November 27, with a six month premium of $ Renewal paperwork inclusive of updated billing for the upcoming renewal was sent to [redacted] showing a payment of $due on November 27, Please note that the payment of $includes a $New Jersey Property Liability Insurance Guaranty Association fee On October 24, 2017, [redacted] made a payment of $via telephone to renew the policy The policy balance was updated to reflect a balance of zeroOn October 25, 2017, GEICO received a completed and signed New Jersey Coverage Selection Form (CSF) requesting a change in the Personal Injury Protection (PIP) coverage The PIP coverage was updated to reflect the desired coverage selections made by [redacted] on the CSF As she requested, the coverage change was made effective October 26, and resulted in a prorated premium increase of $for the remaining days of the current policy term and a six month premium increase of $to $upon renewal effective November 27, This left a prorated premium balance of $dueOn October 31, 2017, GEICO received a completed and signed CSF requesting another change in PIP coverage The PIP coverage was updated to reflect the desired coverage selections made by [redacted] on the CSF The policy was endorsed with these changes effective November 1, 2017, per request of [redacted] The change in PIP coverage resulted in a prorated premium decrease of $for the remaining days of the current policy term and a six month premium decrease to $upon renewal effective November 27, This change resulted in a prorated premium decrease of $being applied to the balance leaving a credit of $remainingIf the amount of credit to be refunded is under a certain threshold, it will be refunded back to the insured upon their request On November 18, 2017, [redacted] requested that she be issued a refund for the $ This credit was refunded to [redacted] via her last method of payment received on November 21, Please note that this refund was issued prior to receipt and review of [redacted] ’s complaint from your organization It is GEICO’s position that all proper procedures were followed in the handling of [redacted] ’s policy GEICO maintains that the amount of refund issued to [redacted] is accurate and that no further refunds/credits are owed I have included a copy of the applicable policy declaration pages for you reviewIf 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***Assistant Vice President of Underwriting
November 27, Revdex.com of Metropolitan Washington DC and Eastern Pennsylvania ATTN: [redacted] K St NW, 10th floor P.OBox Washington, DC 20005- RE: FILE NUMBER: [redacted] Dear [redacted] , We received your correspondence dated November 20, We have not included any personal identifying information on our response, as you requested On June 24, 2017, our insured notified us that while operating her parents’ vehicle, she backed into the consumer’s parked and unoccupied vehicle We determined a coverage investigation was warranted We contacted the consumer’s spouse on the following day and advised we were conducting a coverage investigation We kept the consumer and his spouse informed of the status of our investigation throughout the process We completed our investigation on November 14, and determined we would afford coverage for the accident We advised the consumer’s spouse of our decision on that day and scheduled the vehicle for an inspection on November 17, We also provided a rental reservation for use while the vehicle was undergoing repairs On the day of the inspection, the consumer was unable to arrive at the scheduled appointment time The consumer dropped his vehicle off at the body shop, and we rescheduled the inspection for November 21, 2107, as we were unable to accommodate the consumer’s request for a same day appointment A claims supervisor confirmed the appointment and apologized for the inconvenience Upon receipt of your correspondence, a claims supervisor contacted the consumer on November 20, to discuss his concerns She confirmed the vehicle was pending inspection on the following day and advised that she would follow up with him to confirm payment for his vehicle damages If there are any additional questions, please feel free to contact Megan A***, Claims Manager, at ###-###-####, via FAX at ###-###-####, or via e-mail at [redacted] @geico.comSincerely, Tara C [redacted] Assistant Vice President of Claims, GEICO HoustonPhone: ###-###-####
December 13, 2017Dear [redacted] :Thank you for your 12/08/e-mail regarding [redacted] ***'s complaint MrN [redacted] asked that I respond on his behalf and I welcome the opportunity[redacted] ***'s $payment was due on 09/15/ The payment scheduled by her to be debited from her back account on that date; however, on 09/13/17, she rescheduled it to be extracted on 09/24/ On 09/25/we received a notice the $payment was declined by her financial institution When we had not received a valid replacement payment by 09/30/17, we sent her a Post Office Receipt Secured (PORS) Non-Payment Cancellation Notice advising a payment of $was due by the 10/11/cancellation date listed in the notice [redacted] made a $payment on GEICO.com on 10/04/at 9:A.M; she then called our automated phone system at 9:A.Mon the same day, and made a $payment Her financial institution honored the $payment and declined the $payment I sincerely regret [redacted] ***'s policy canceled, but because the payment that was honored by her financial institution was less than the amount due in the cancellation notice, the policy was canceled in compliance with Maryland statute(s) and/or Insurance Regulation(s) Sincerely, Elizabeth C.Underwriting Manager
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
January 23, Dear [redacted] :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 [redacted] s claimproperly[redacted] 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 [redacted] [redacted] brought his vehicle in for repair on November 1, The work wasperformed by [redacted] ***, 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 [redacted] s request, it was found that the horns and lights had no physical damage andwere operating normally [redacted] 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, [redacted] returned to [redacted] 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 [redacted] 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 [redacted] at the time of the second inspectionWe alsoadvised [redacted] 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 [redacted] brought the vehicle in to [redacted] in Germantown, Maryland [redacted] was unable to relate either of these issues to this claimA GEICO supervisor has been in contact with the representative at [redacted] who advised when the vehicle is dropped off they will notify GEICO so that a supervisor can inspect the vehicle again per [redacted] ’ s request [redacted] advised they did not ?nd any repair quality issues with paint, ?tment, or workmanship performed by [redacted] ***They did determine that the bracket bolt for the grille needs to be tightened and can be completed upon return of the vehicle to [redacted] 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 [redacted] at ###-###-#### or [redacted] @geico.com if youhave any further questions.Sincerely,Sheryl W.Assistant Vice President
June 13, 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 Ms [redacted] : This will acknowledge receipt of your June 7, inquiry regarding the above referenced private passenger automobile insurance policy Our records show that on May 26, Mrs [redacted] submitted a premium installment payment in the amount of $via electronic check for the above policyA second payment for $was then submitted on June 1, via [redacted] On June 6, Mrs [redacted] ’s bank notified GEICO that the May 26, check payment was not honored due to insufficient fundsThe policy was then assessed a $returned payment feeAccording to Mrs [redacted] , her checking account was also assessed two returned check fees of $each by her bank, one for the first submission of the check without sufficient funds, and one for the resubmission without sufficient fundsMost banks automatically resubmit check payments, which is beyond the control of our companyHowever, as an exception, GEICO has removed the $returned payment fee, and the policy was also credited $as reimbursement for one of the overdraft fees On June 9, the above policy was cancelled at Mrs [redacted] ’s requestAfter applying the above credits, a premium refund was issued in the amount of $13.65, which Mrs [redacted] should receive within 3-business daysThere is no indication that any error occurred on our company’s part regarding the above transactionsTherefore, it is GEICO’s position that no additional premium refund is owed to Mrs [redacted] by our company We trust that this information is sufficient to allow you to close out the complaintIf you have any additional questions or concerns regarding this issue, please feel free to call my associate, Barbara C [redacted] , at ###-###-####, ext Sincerely, Richard SH [redacted] Regional Vice President
April 11, [redacted] Revdex.com RE: ID Number: [redacted] Dear [redacted] : This is in response to your email of April 6, 2017, addressed to Tony N [redacted] of GEICO We have not included any personal identifying information on our response, as you requested Our records show that on September 24, 2016, [redacted] was involved in an accident while driving his [redacted] His vehicle was inspected on September 26, 2016, and was deemed to be a total lossWe immediately contacted [redacted] ***, [redacted] ’s lienholder, and requested a letter of guarantee and a copy of the titleOn October 24, 2016, we received the letter of guarantee and a copy of the titleUnfortunately, payment was not issued to the lienholder until January 11, We sincerely apologize for this oversightWe have spoken to [redacted] and based on our delay, we issued reimbursement for his interest in the amount of $We understand that as a result of our late payment, [redacted] ’s credit score has been negatively affectedTherefore, we will submit a request through [redacted] respectfully asking that the debt be forgiven and removed from his credit scoreWe trust that this information is sufficient to allow you to close out the complaint If you have any additional questions or concerns regarding this issue, please feel free to call my associate, Barbara C [redacted] , at ###-###-####, extension ***Sincerely, Frank P [redacted] Assistant Vice President
December 4, 2017Dear [redacted] :Thank you for your 11/25/e-mail regarding [redacted] ***'s complaint MrN [redacted] asked that I respond on his behalf and I welcome the opportunity.A review of the policy shows [redacted] had a payment due on 09/15/that she rescheduled to be extracted on 09/24/ On 09/25/we received notice the payment was declined by her financial institution We sent [redacted] a Post Office Receipt Secured (PORS) Non-Payment Cancellation Notice on 09/30/with a cancellation date of 10/11/ We did not receive a valid payment for the amount due in the cancellation notice; therefore, the policy canceled effective 10/11/17.Sincerely, Elizabeth C.Underwriting Manager
This will acknowledge receipt of your request regarding the above named insured’s private passenger automobile policy In [redacted] ’s correspondence to your organization, he expresses concern regarding an increase in policy premium resulting from a change in underwriting information on the policy He has requested that the original policy premium be honored GEICO’s records show that [redacted] purchased the above policy via telephone on September 22, to be effective September 29, The policy was bound with a six month premium of $and includes his spouse, [redacted] The driving experience of the operators listed on the policy is one of the many underwriting factors taken into consideration when determining premium An operator with more driving experience is considered to be more favorable and may result in a lower premium compared to someone with less driving experience On the application, [redacted] advised of foreign driving experience of years and years of foreign driving experience for his spouse It is our practice to give credit to the customer for foreign driving experience in lieu of a certified copy of an abstract, showing the driving history of the listed operators, and proof of the date they were first licensed The GEICO salesperson advised [redacted] that the premium was conditional and that both he and his spouse would need to provide proof of the date that they were first licensed along with the driving history from India within days On October 27, 2017, a letter was sent to **and [redacted] explaining that we needed a copy of their abstracts from India and proof of date first licensed within days in order to honor their foreign driving experienceUnfortunately, no proof of date first licensed or Indian driving history was received for either ** [redacted] or his spouse Effective November 15, the policy premium was updated to $2,and reflected a limited driving history for [redacted] and his spouse It is GEICO’s position that all proper procedures were followed in the handling of [redacted] ’s policy GEICO would be willing to backdate the change in driving experience to November 15, if [redacted] provides us with the requested information stated above by December 15, 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
[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: The response provided by business only repeats the same claims made in their initial response without any evidence or supporting factsGenerally claiming that the repair cost of a model vehicle has suddenly been determined to be 10% higher in is a rootless and disturbingly ridiculous claimThe same goes for the claim that repair costs in TX have gone up by 10% in less than a monthI would like to remind you that my rate was evaluated on June entirely and determinedA sudden increase just months after does not make senseI would like my rate to return back to what I was quoted on June 31, or to a meaningful and reasonable vicinity of that number Regards, [redacted] ***
August 11, [redacted] Revdex.com of Metro Washington DC & Eastern Pennsylvania K StNW, 10th floorWashington DC 20005-VIA FACSIMILE: ###-###-#### RE: [redacted] Insured: [redacted] Policy Number: [redacted] / [redacted] NAIC: ***-GEICO Casualty Dear [redacted] : This is in response to your request for additional information on August 9, On August 9, 2016, [redacted] ’s bankruptcy documents were received and reviewed by our Accounts Receivable departmentAt that time, [redacted] was contacted and advised that her payment of $from July 15, would be refundedOn August 10, 2016, the payment of $was refunded to [redacted] ’s credit card ending I apologize for an inconvenience and frustration this has caused [redacted] and I 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, 8:a.mto 4:p.mESTSincerely, John [redacted] L***AVP, Underwriting
August 1, [redacted] Revdex.com KSTREET NW 10TH FLOOR WASHINGTON DC 20005- Claim Number: [redacted] Insured: Thomas Ho Date of Loss: 06/17/ Complainant: [redacted] Complaint Case: [redacted] Dear Ms [redacted] : We are in receipt of your letter dated July 24, Our insured, Thomas Ho, filed a claim on June 18, On the same date, we completed our liability investigation, accepted fault for the damages incurred, and made the call to the complainant, [redacted] , to explain the inspection processBased on his availability, we proceeded to schedule a field inspection for him and completed his initial estimate on July 11, We wrote an estimate for a supplemental damage item on July 18, 2017, while still at the shop for repairs After completion of repairs, Mr [redacted] picked up his vehicle from the shop on July 20, On July 21, 2017, Mr [redacted] called to explain that the vehicle was jerking and that certain repairs that were on the estimate were not completed and he would be bringing it back into the shopOur local auto damage supervisor called him back the following day to review the concernsOur supervisor proceeded to work with the shop manager to explain the concerns and the expectationsFrom these conversations, the shop took ownership of the repair issues and had already spoken with the owner on the same day to slate a pickup of his vehicle on Monday, July while he was out of townOn July 22, 2017, our supervisor confirmed the aforementioned plan to explain the estimate process and the shop’s responsibility to correctly complete the repairs as outlinedMr [redacted] confirmed that he had understood the process and had a complaint with the same shop on a prior, unrelated repairHe also confirmed that our adjuster kept him informed of the process of this claim To acknowledge the specific items mentioned in the complaint letter: • Shop verified they failed to replace the wheelThey had ordered it but failed to put that on the car • Shop verified their repair to bed and refinish could have been better • Shop told our adjuster that the alignment was done but mixed up the cars and never did the alignment initially • Shop was not aware of the cob webs but they did take off the bed to paint it As a resolution: • Shop fixed the bed and refinish including paying for paintless dent repair to come in and repair unrelated dings to the bed • Shop put new wheel on the vehicleOur local supervisor visually verified this Tuesday, July 25, • Shop got alignment done on July 27, and was within specifications • Brad (shop manager) kept Mr [redacted] informed all week • The shop completed corrective repairs We have confirmed that Mr [redacted] has picked up his vehicle on Saturday, July 29, and followed up with an email to the shop manager stating his satisfaction with the corrective repairs Thank you for the opportunity to address your inquiryPlease let us know if you need anything further Sincerely, Matthew LM [redacted] Assistant Vice President Virginia Beach Regional Office GEICO Indemnity Insurance Company NAIC #***
December 4, [redacted] Revdex.com of Metropolitan Washington DC K Street NW, 10th Floor Washington, DC 20005- Regarding: [redacted] Claim Number: [redacted] -***- [redacted] Revdex.com File Number: [redacted] Dear [redacted] : We have received your letter requesting assistance on behalf of [redacted] and I welcome the opportunity to respond to his concerns On September 18, 2017, [redacted] purchased a GEICO Casualty automobile insurance policy which went into effect that same dayAs indicated by the policy Declarations Page that we provided to [redacted] on September 19, 2017, the policy did not include the glass deductible waiver On November 29, 2017, we called [redacted] and advised him that the additional cost to add the Safety Glass Non-Deductible Option effective September 18, is $for the policy periodHe agreed to pay the additional charge, and understands the payment must be received by December 14, Therefore, we will be able to waive the Comprehensive coverage deductible for the November 2, date of loss I hope this information is helpful in resolving [redacted] ***’s concernsIf you have any additional questions, please contact my associate, Barbara Collins, at ###-###-####, ext*** Sincerely, Shane W [redacted] Assistant Vice President GEICO Casualty Company
December 7, Revdex.com of Metropolitan Washington DC and Eastern Pennsylvania K StNW, 10th floor P.OBox Washington, DC 20005- Attention: [redacted] RE: CASE NUMBER: [redacted] COMPLAINANT: [redacted] CLAIM NUMBER: [redacted] DATE OF LOSS: June 8, COMPANY: GEICO County Mutual Insurance Company Dear [redacted] : Thank you for your follow up correspondence dated November 30, As stated in our initial response, Auto Damage Supervisor Daniel M [redacted] spoke with an employee, ***, at [redacted] ’s repair facility of choice, [redacted] in Houston, TX, on November 21, [redacted] confirmed that the order for the required parts had been placed and they were awaiting arrival from the manufacturerSome of the parts had arrived as of that conversationHowever, they were still awaiting the arrival of the vehicle’s lock set, which was damaged in the loss MrM [redacted] contacted the repair facility again on December 1, 2017, who confirmed the information referenced aboveMrM [redacted] also contacted the manufacture’s parts divisionThey also confirmed that the repair facility placed the order on October 17, under [redacted] order number [redacted] They acknowledged that the part was being built but could not provide an arrival dateUnfortunately, GEICO cannot control the speed at which [redacted] manufactures the required lock setAny information GEICO obtained regarding the issue was acquired directly from the repair facility and/or the vehicle manufacturer Auto Damage Adjuster Ron B [redacted] left a message for [redacted] on November 6, in an attempt to explain the situationMrM [redacted] also left messages for [redacted] on November and December 1, MrM [redacted] sent an email to [redacted] ’s personal email address on the latter dateGEICO requests that [redacted] reply to MrM [redacted] ’s inquiries should he have any additional concerns If there are any further questions, please feel free to contact Claims Manager Chris C [redacted] at ###-###-#### Sincerely, Paul M [redacted] Assistant Vice President
December 1, [redacted] Revdex.comK StNW, 10th FloorWashington DC 20005-3404Claim Number: [redacted] Our Insured: [redacted] Date of Loss: 11/24/2016Complainant: [redacted] ***File Number: [redacted] Dear Ms [redacted] ,We received your inquiry dated November 28, This loss was reported to GEICO on November 24, by the Virginia Beach Police Department at 3:39pmWe spoke with Mr [redacted] the same day and explained we needed to speak with our insured to confirm the lossWe also received an internet inquiry from Mr [redacted] later that evening requesting a rental vehicleOn November 25, 2016, we spoke with Mr [redacted] and explained that contact was needed with our named insured and our driver to confirm the facts of the lossWe explained we were unable to provide a rental vehicle until we spoke with them and suggested he consider contacting his own insurance carrier if an immediate rental was neededThat same morning we also contacted our named insured and driver and left messages for them to contact us about the reported claimWe were able to obtain statements from Mr***, his passenger Ms [redacted] and the witness provided on this dateWe were able to reach our insured driver, [redacted] , at 4:30pm on November 25, who confirmed the facts of the accidentSince Mr [redacted] was not listed on the insured’s policy contact was still needed with our named insured to verify he had permission to use the vehicle involvedOn Monday, November 28, 2016, at 9:51am we were able to reach Ms [redacted] and she confirmed the driver had permission to use her vehicleAs soon as this information was obtained we contacted Mr [redacted] to schedule an estimate for his vehicle and to transfer of the rental expense to our claims fileThank you for the opportunity to address your inquiryPlease contact, Dana L**, at ###-###-####, if you have any questions regarding this matterSincerely, Matthew LM [redacted] Assistant Vice PresidentVirginia Beach Regional Office GEICO General Insurance CompanyNAIC#***
Dear Mr [redacted] : Thank you for your recent inquiry We understand that Mr [redacted] is seeking payment for diminished value of his [redacted] ***Auto Damage Supervisor Aaron G [redacted] tried to reach Mr [redacted] on September 8, to discuss this matter, but was only able to leave a message We paid for the full cost to perform a high quality repair of Mr [redacted] ’s vehicleDiminution of value is not covered under the physical damages coverage on Mr [redacted] ’s policy Please refer to Mr [redacted] ’s policy contract: SECTION III - PHYSICAL DAMAGE COVERAGES Your Protection For Loss Or Damage To Your Car LIMIT OF LIABILITY The limit of our liability for loss: is the actual cash value of the property at the time of the loss; will not exceed the cost to repair or replace the property, or any of its parts, with other of like kind and quality and will not include compensation for any diminution in the property’s value that is claimed to result from the loss; It is possible that Mr [redacted] can pursue a diminution of value claim with the other driver’s insurance carrier, ***, as a third party claimantMr [redacted] should direct any inquiries about the diminished value of his vehicle to *** If you have any questions, please contact Auto Damage Manager Craig H [redacted] at ###-###-#### Sincerely, JLee M***, Jr Assistant Vice President, Claims
October 15, 2015Dear [redacted] ,Thank you for your letter dated October 6, outlining [redacted] ***'s complaint to your organizationWe regret [redacted] is unhappy with the handling of his claim.We have reviewed our file and find that this claim was handled appropriately and in accordance with the terms and conditions of the policy.We have reached out to [redacted] and are discussing his concerns directly with him.I am available from 7:a.mto 4:p.m(EST) Monday through FridayPlease feel free to contact me if you have any questions.Sincerely,Ginger F.Assistant Vice President Marine Insurance Claims