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 vehicle. We 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 [redacted]Sincerely,Angela R[redacted]Assistance Vice President
Dear [redacted]: Thank you for your recent inquiry regarding [redacted]’s claim and policy. To assist with our review of liability for the claim, we obtained recorded statements from the drivers [redacted] and [redacted], as well as from the witness [redacted]. In his recorded...
interview, [redacted] stated that he was slowly reversing from an angled parking space with an obstructed view due to a [redacted] truck. While [redacted] was reversing, [redacted] drove through the parking lot and [redacted] backed into [redacted]’s vehicle. [redacted] stated that he did not see [redacted]’s vehicle prior to the impact. [redacted] stated in his recorded interview that he was traveling down the parking aisle when [redacted] backed from an angled space and struck his vehicle. The point of impact on [redacted]’s vehicle was the left rear door and the point of impact on [redacted]’s vehicle was the driver side rear bumper. The witness, [redacted], stated that he was parked next to [redacted], sitting in his vehicle. [redacted] confirmed that [redacted] had an obstructed view to the rear due to a large [redacted] truck. [redacted] indicated that he believed [redacted] had been speeding down the parking aisle as [redacted] was backing out of his parking space and then the vehicles collided. [redacted] also confirmed that he personally knows [redacted] as a friend. We sent [redacted] a letter explaining our decision to accept full responsibility for the loss given there is no independent information to show [redacted] was speeding. As the backing party, [redacted] has a greater duty to maintain a safe lookout and verify it is safe to back his vehicle. We called [redacted] to explain our position on December 11, 2017 as well as February 12, 2018. Our records reflect that on September 7, 2014 [redacted]'s policy was rewritten effective September 8, 2014 to reflect his move into the state of California from the state of Mississippi. On September 6, 2016, he contacted our Customer Service Department and requested to add a 1963 [redacted] to his policy effective September 7, 2016. At that time he notified us that the 1963 [redacted] and 2015 [redacted] were registered in the state of Maine. As is our procedure, confirmation of insurance coverage for the registered state of the vehicles (Maine) and the rated location of the policy (California) were sent to [redacted] at the time of the endorsement and for each renewal; however, his policy has been rated for California since September 8, 2014. When [redacted]'s policy was evaluated for renewal effective March 8, 2018, his driving record was reviewed. Pursuant to the California Insurance Code and in accordance with our Underwriting Guidelines, due to his currently suspended Maine driver’s license, his principally at-fault accident on December 8, 2017, and his March 10, 2017 violation and subsequent conviction for operating a motor vehicle after suspension, he is ineligible for a California Good Driver Discount policy. Accordingly, on January 17, 2018, a Post Office Receipt Secured letter was sent advising of our intent to renew his policy with our affiliate, GEICO Casualty Company. Under our guidelines, GEICO General Insurance Company does not offer insurance to drivers that do not qualify to purchase a California Good Driver Discount policy due to their driving record. In addition to the company change at [redacted]'s renewal, there were multiple rating factors that also affected the premium. As a result of the December 8, 2017 principally at-fault accident, a surcharge was applied to the policy renewal. Additionally, the estimated mileage for his 2015 [redacted] was adjusted from 3,000 miles annually to 12,000 miles annually, as we did not receive the completed California Annual Mileage and Odometer Certification that was mailed to him on December 8, 2017. Lastly, his 2015 [redacted] no longer qualifies for the New Vehicle Discount due to the age of the vehicle. On February 12, 2018, our Underwriting Department contacted [redacted] in response to the documentation he had submitted confirming the reinstatement of his Maine driver’s license. He was advised that we had updated his policy to remove the license suspension from our records; however, we were unable to reconsider our decision to renew his policy in our GEICO Casualty Company as he was still ineligible for a California Good Driver Policy as a result of the previously mentioned at-fault accident and conviction. [redacted] stated he was in the process of disputing the conviction listed on his driving record. The underwriter advised him to submit an updated driving record confirming the removal and we would review for reconsideration. We noted that in his statement to the Revdex.com, he believed that his policy was being surcharged for the license suspension that had been previously listed on his policy. We want to clarify that license suspensions are solely considered when determining eligibility for the California Good Driver discount and do not result in an additional surcharge on his policy. Our records reflect that [redacted] is receiving all discounts for which he currently qualifies. However, I have enclosed a list of all discounts offered by GEICO Casualty Company in the event he may qualify for an additional discount. In his request for assistance from the Revdex.com, [redacted] asked that we apply Accident Forgiveness to his policy and remove the surcharge for the December 8, 2017 accident. We are unable to honor this request as Accident Forgiveness is not available in California. In addition, we are unable to remove the surcharge from his policy as it is accurately applied to his renewal effective March 8, 2018 in accordance with our rating plan that is filed with and approved by the California Department of Insurance. Thank you for bringing this matter to our attention and allowing us the opportunity to review and respond. Please let us know if anything further is needed. Sincerely, J. Lee M[redacted], Jr. Assistant Vice President, Claims
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:I am pleased that I have now received a full refund. However, I am still very concerned that Geico charged my account an amount NOT authorized by me. I am even more concern that they feel this practice is legal and/or ethical. I am even more concerned for those who might have gone through this very same situation and not able to get their monies refunded. So at this point I am requesting information on how to file a federal complaint and/or request a federal review.Thank you in advance for your assistance>
Regards,
[redacted]
I am in receipt of your additional correspondence dated March 21, 2016 regarding the above-mentioned complainant. I am responding to Mr. [redacted]'s request for an additional response as it speaks to the underwriting cancellation of Mr. [redacted]'s homeowner policy written through [redacted] Insurance Company.As stated previously, GEICO Insurance Agency, Inc. is a sales and service agent for [redacted] Insurance Company. As their agent, we are required to adhere to their underwriting guidelines for new and renewal business.Per Mr. [redacted]’s prior correspondence, he requested to cancel the policy flat. Since this was not an optimum decision as it would leave a lapse in coverage; we contacted Mr. [redacted] to inquire if this was his desire. After we explained the consequences of same, he declined. Unfortunately, GIA cannot change the underwriting decision of [redacted] based on the inspection performed. Once the concerns have been repaired, we would be happy to underwrite a new policy for Me. [redacted].Please contact me should you have any questions in regard to this matter at ###-###-####.Sincerely,Carole T[redacted]GEICO Insurance Agency, Inc.
December 8, 2016
[redacted]
Revdex.com
1411 K ST. NW, 10TH FLOOR
WASHINGTON DC 20005-3404
ID Number: [redacted]
Re: [redacted]
Dear Ms. [redacted]:
This is in response to your email of December 1, 2016
Our records show that on...
November 5, 2016, Mr. [redacted] was involved in an automobile accident with one of our insureds. We accepted liability for the damages to Mr. [redacted]’ vehicle. Our total loss settlement offer was $4,507.83. On November 8, 2016, we contacted [redacted] National Bank, Mr. [redacted]’ lienholder. They provided a letter of guarantee for $3,233.36. We issued payment to them immediately and requested a copy of the title. Since Mr. [redacted] had positive equity in the vehicle we sent him a power of attorney to complete and return.
We received Mr. [redacted]’ completed power of attorney on November 22, 2016. At this time, we had still not received the title from [redacted] National Bank. Upon further discussion with [redacted] National Bank, they confirmed that they do not have the title. They advised the titles are electronic and are stored by the state.
On December 2, 2016, we spoke to Mr. [redacted] and apologized for the miscommunication and advised him that if he would furnish us with a copy of his bill of sale, we would issue his equity payment immediately upon receipt.
On December 5, 2016, the bill of sale was received. We spoke to Mr. [redacted] to advise him that his equity check in the amount of $1,274.57 was being issued. He should have his check within the next seven to ten working days.
We 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 ###-###-####, ext. 1271.
Sincerely,
Matthew L. M[redacted]
Assistant Vice President
Virginia Beach Regional Office
February 7, 2017Revdex.comAttn: [redacted]1411 K St. NW, 10th FloorWashington, D.C. 20005-3404Re: Customer Name: [redacted] Case Number: [redacted] Company Name: GEICO Auto Insurance CompanyPolicy Number: [redacted]Dear Ms. [redacted]:This is in response to your correspondence, dated February 7, 2017, received in our Washington, D.C. Executive Offices. It was referred to the Richardson, TX Regional Office for a reply.We regret Ms. [redacted] was dissatisfied with our original response dated January 13, 2017. She mailed a letter to Mr. Z[redacted], Assistant Vice President, dated January 30, 2017. Our response, dated February 1, 2017, is enclosed. We trust this information will allow you to close your file on this case.If you need additional information, please contact Patti K[redacted] by telephone at ###-###-####, from 8:00 am to 4:30 pm CST, or by email at [redacted].Sincerely,Matthew Z[redacted]Assistant Vice PresidentEnclosure:Cc: [redacted] Dr Humble TX 77396 This is in response to your correspondence sent to Ms. K[redacted] on January 30, 2017.We want to thank you for your feedback and apologize to you for any frustrations you had with our company. We strive to be a company who shows we are fanatics for outstanding customer service and where our customers want to continue doing business with us and recommend us to others.We are taking your feedback seriously to improve our customers experiences.Ms. [redacted], we sincerely hope that we are able to regain your trust in the future. If you find your current insurance needs are not being met, we hope you reach out to us. We would be happy to welcome you into the GEICO family.Sincerely, Matthew Z[redacted] Assistant Vice President
December 15, 2017 Date of Loss: 9/01/17Dear [redacted], Thank you for your letter dated December 7, 2017, which has been referred to me for a response.After carefully reviewing the facts of the above referenced claim, We are con?dent that GEICOhas handled [redacted]’s claim fairly....
[redacted] expressed concerns with the alignment of her vehicle, as well as imperfections with the paint.[redacted]’s 2015 [redacted] was involved in a front end collision and she selected [redacted] Collision Center to complete the repairs. The Auto Damage Adjuster contacted [redacted] on December ll, 2017 to address the alignment of the vehicle and the paint imperfections. Auto Damage Supervisor Kristin Q[redacted] followed up and scheduled a meeting on December 14, 2017 with [redacted] to review her concerns. After reviewing the vehicle, Ms. Q[redacted] agreed to include an alignment as well as an adjustment of the hood and the bumper as part of this claim. [redacted] no longer had any concerns with the paint quality. The damage to the right front wheel appeared to be unrelated to this claim; however, we would be happy to revisit this matter if any new information arises. Ms. Q[redacted] was able to coordinate with the body shop and scheduled [redacted] to bring her vehicle in on Monday, December 18, 2017.If you have any additional questions please contact Auto Damage Manager, Mike P[redacted], at ###-###-####.Sincerely,Sheryl W.Assistant Vice President
We have received your letter requesting assistance on behalf of [redacted]. I welcome the opportunity to respond to Mrs. [redacted]’s concerns.We reviewed the claim file documents, images, and part supplier inspection, and have determined that due to the parts used in the repair, GEICO will...
pay for the replacement of all components of Mrs. [redacted]’s air conditioning system. We will review the necessary parts and labor required to complete this repair and arrange payment to our policyholder and/or her body shop of choice.I hope this information is helpful in resolving [redacted]’s concerns. If you have any additional questions, please contact Claims Manager David E[redacted] at ###-###-####.Sincerely, Joe N[redacted] Assistant Vice President
Thank you for your inquiry of July 29th, 2015.On May 21st, 2015, our insured used the mobile website to add comprehensive coverage with a $1,000 deductible, collision coverage with a $250 deductible, and rental coverage with a limit of $30 day/$900 maximum. We have confirmed within our system...
these were the coverages selected by our insured. Our insured called at 8:06 am to verify the changes with a Service Representative. All changes were effective May 21, 2015. A policy Declarations was emailed to our insured within 24 hours, outlining the changes. To date, we have no record of a request to make additional changes. On June 2nd, 2015, we were made aware that our insured had been involved in a loss with his 2002 [redacted]. The loss was reported via our website and was again shown that his deductible was $1000.00. The same day, our insured spoke with a representative in our claims office who again confirmed that a $1000.00 deductible would apply to this loss. On this same call, he confirmed that he had received an email stating his new coverages when he made the change in May of 2015; however, he stated he did not review the email.On August 4th, 2015, we received notice that our insured wanted additional investigation into his policy changes and the deductible amount that would apply. We immediately transferred the file to an examiner for additional review. On August 5th, 2015, we spoke to our insured regarding the issue, at which time we advised of the pending investigation, and hoped to conclude our review shortly.Additionally, we received a rental invoice for this loss from Hertz in the amount of $240.00 which has now been paid. We sincerely regret that our insured feels the deductible is not correct. We believe we have handled this appropriately and in accordance with his policy contract. We acknowledge our insured’s concerns about the accident which occurred in March of 2014. We were made aware of the incident on March 12th, 2014, and at that time the policy did not carry collision coverage. We advised him of this fact on March 13th, 2014. At this time, we recommend he resolve any issues regarding outstanding fees due with [redacted] Rent-a-Car, the owner of the vehicle that was damaged in the March 2014 loss.Should you have any further questions, please contact our Claims Manager, Melissa S[redacted], at ###-###-####.Sincerely,Frank P[redacted]Assistant Vice President
We received your correspondence dated June 26, 2017. We have not included any personal identifying information in our response, as you requested. Our insured requested a tow on June 23, 2017. Our records do not indicate he later cancelled the tow. He called on June 26, 2017, to request a...
tow for the same disablement of his vehicle. Since his Emergency Road Service amendment allows one tow per disablement, we declined to provide an additional tow on that date. Our calls are recorded on a random basis for quality control purposes. Unfortunately, the call of June 23, 2017, was not recorded. On June 28, 2017, based on the miscommunication, our Emergency Road Service Director called the insured, and advised him to submit a copy of his paid tow bill. Upon receipt, we will reimburse him for the tow. We trust that this information is sufficient to allow you to close the complaint. If you have any further questions, please contact Gail M[redacted] at ###-###-####, fax at ###-###-####, or [redacted]. Sincerely, Don R[redacted] Don R[redacted] Regional Vice President
November 15, 2017 [redacted] Revdex.com of Metropolitan Washington DC 1411 K Street NW, 10th Floor Washington, DC 20005-3404 Regarding: [redacted] Claim Number: [redacted] ...⇄ Revdex.com File Number: [redacted] Dear [redacted]: We have received your letter requesting additional assistance on behalf of [redacted]. I assure [redacted] that we have provided her with all available information, explanations and reassurances in response to her concerns. As mentioned in our previous responses, the coverages listed on [redacted]’ California policy are in effect for her October 24, 2017 loss. This decision represents GEICO’s final position on the matter. If you have any additional questions, please contact my associate, Phillip K[redacted], at ###-###-####, extension [redacted]. Sincerely, Maria S[redacted] Assistant Vice President GEICO General Insurance Company NAIC: [redacted]
[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 am satisfied with the decision
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]
ResponseThank you for your March 27, 2017 e-mail regarding [redacted]'s complaint. Mr. [redacted] asked that I respond on his behalf and I welcome the opportunity.Our records indicate the payments Ms. [redacted] requested to cancel were cancelled and not submitted to her bank. The only payments...
submitted to her bank were the payments she initiated online at GEICO.com. If Ms. [redacted] would like to discuss this further, she can contact our 24 hour Customer Service Department at ###-###-####.I hope this information is helpful. If you require further assistance regarding this matter, please contact my associate, David K[redacted], at ###-###-####, extension 4182.Sincerely,Underwriting Manager GEICO Insurance Companies
Tell us why here...August 26, 2016
[redacted]
Revdex.com
1411 K STREET NEW 10TH FLOOR
WASHINGTON DC 20005 3404
Claim Number: [redacted]
Insured: [redacted]
Date of Loss: June 2, 2016
Complainant: [redacted]
File...
Number: [redacted]
Dear Ms. [redacted]:
We are in receipt of your letter dated August 18, 2016.
Debra [redacted]’s 2015 [redacted] was repaired at [redacted] Body Shop in Fairfax, Virginia from the accident that occurred on June 2, 2016.
A GEICO supervisor spoke to Ms. [redacted] on August 19, 2016 to address the repair quality concerns that were related to the above mentioned accident. Ms. [redacted] expressed that she wanted to be able to choose where the vehicle would go for a safety check. We spoke to the body shop manager at [redacted] Body Shop the same day, and confirmed they would cover the inspection, rental, and any repairs that were needed that were related to the accident on June 2, 2016. A rental reservation was made and all of the information was conveyed to Ms. [redacted].
Ms. [redacted] chose to take her vehicle to [redacted] Center in Chantilly, Virginia. A GEICO adjuster met her at the location to ensure all concerns are addressed to her satisfaction. The corrective repairs to the vehicle are underway and the rental is being covered by [redacted] Body Shop.
Thank you for the opportunity to address your inquiry. Please let us know if you need anything further.
Sincerely,
Matthew L. M[redacted]
Assistant Vice President
Virginia Beach Regional Office
GEICO Advantage Insurance Company
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:
Geico never informed me that they are covering only sixty (60) days of the rental, when I called to make a claim I was advised by Geico employer that this accident was one hundred percent (100%) NOT MY fault and EVERYTHING was going to be covered through the other drivers insurance which happens to be Geico also , nor was I notified by Geico of the side agreement that [redacted] the owner of the body shop and auto damage supervisor Joshua M[redacted] had for coveting past the sixty (60) days. My credit card has been charged, and I do not feel it is right for me to run around and chase the reimbursement that [redacted] charged my credit card for because Geico denied the payment. Geico needs to reimburse me for this charge and get the money back from whoever they had an agreement with, without my knowledge or from the party who read ended my vehicle and put me in this situation, or [redacted] due to parts delay. I pay a lot of money for Auto insurance for a reason.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because: no excuse for this behavior or type of action. How about you fix your system so this doesn't happen to me or anyone else ever again. This, I reported you to Revdex.com.
Regards,
[redacted]
April 14, 2017
Revdex.com of Metropolitan Washington DC
and Eastern Pennsylvania
1411 K St. NW, 10th Floor
Washington, DC 20005-3404
Attention: [redacted]
Re: [redacted]
Case ID: [redacted] Policy#: [redacted]
Dear [redacted]:
This will acknowledge receipt of your April 10,...
2017 inquiry regarding the above referenced private passenger automobile insurance policy.
[redacted] previously insured one vehicle under the above policy. Our records show that on March 10, 2016 [redacted] contacted GEICO via telephone and informed our company that her son ([redacted]) had recently obtained his learner’s permit. He was listed on the policy accordingly. There was no change in premium since [redacted] only held a permit and not an active driver’s license. Enclosed is a copy of the updated policy declarations that were mailed to the insured on March 11, 2016 reflecting [redacted]’s addition to the policy.
On September 13, 2016 the above policy was updated to reflect that [redacted] now held a driver’s license. His change in status was based on information our company received from the New York State Department of Motor Vehicles (DMV), which indicated that [redacted] obtained his license on September 3, 2016. His change in driver status resulted in a revised premium of $1,173.30 per six months. Enclosed is a copy of the updated policy declarations that were mailed to the insured on September 14, 2016 to notify her of the premium increase due to [redacted]’s change in status as an occasional operator on the policy.
On April 2, 2017 a written request was received to cancel the policy with an effective date of March 25, 2017 because new coverage was obtained by the insured as of that date. The policy cancellation was processed as requested, and [redacted] was subsequently provided with the appropriate pro-rata premium refund of $93.74 on April 3, 2017.
Since GEICO writes a Family Auto Insurance Contract, our company is legally liable for all licensed operators that are members of the insured’s household and or licensed operators that are given permissive use of the insured’s vehicle(s) unless they have other insurance coverage. As indicated above, [redacted]’s status was updated to an occasional operator on the policy when information was received from the DMV indicating that he obtained a driver’s license. The named insured was notified accordingly. It is GEICO’s position that no additional premium refund is owed to [redacted] by our company.
Since there appears to be no valid complaint against GEICO, we ask that this be removed from our record.
If you require further assistance with this matter, please contact the undersigned at 516-496-5476.
Very truly yours,
Brian O[redacted] Executive Office
August 4, 2016
Revdex.com
Attn: [redacted]
1411 K St. NW, 10th Floor
Washington, D.C. 20005-3404
Re: Customer Name: [redacted]
Case Number: [redacted]
GEICO Indemnity Auto Insurance Company
Policy Number: [redacted] Dear [redacted]:
This is in...
response to your correspondence received in our Washington, D.C. Executive Offices. It was referred to the Richardson, TX Regional Office for a reply.
We apologize for any misinformation [redacted] may have received from our Customer Service Department. We have reviewed [redacted]’s policy and determined it is accurate.
[redacted]’s policy reflects his son, [redacted], was involved in an accident on April 14, 2014. The decision was made that the accident was not Reyner’s fault. The accident was closed, on April 17, 2014, and has not had a premium impact on the policy.
[redacted] was involved in an accident on March 20, 2016. The Claims Department reviewed the facts of the accident and concluded [redacted] was at-fault in the occurrence. [redacted]’s renewal policy, effective September 9, 2016 through March 9, 2017, reflects the rating for this accident. The previous policy premium was $1,605.90, and the current premium is $1,728.70, which is a six-month premium increase of $122.80. We regret that it was necessary to increase [redacted]’s rates due his accident.
In addition, vehicle insurance rates are determined by many factors, such as coverage limits, how far the vehicle is driven, age of the vehicle, and other considerations. In [redacted]’s case, there was an increase in premium because the symbols assigned to the 2016 [redacted] recently changed.
Vehicle symbols provide information about a vehicle's susceptibility to theft, safety features, and the cost to repair damages. GEICO recently updated the symbol for the 2016 [redacted], which is reflected on [redacted]’s recent policy renewal.A policy review indicates [redacted], [redacted], and [redacted], are receiving the Defensive Driving discount. The Discounts Section, of the renewal Declaration Page, confirms the discount, in the amount of $190.30, is being given for Defensive Driving (copy enclosed).
We pledge to [redacted] our commitment to continue to provide the best insurance protection and service to value, anywhere. We look forward to continuing our relationship with [redacted] as part of the GEICO family for years to come.
If you need additional information, please contact Patti K[redacted] by telephone at ###-###-####, from 8:00 am to 4:30 pm CST, or by email at [redacted]@GEICO.com.
Sincerely,
Matthew Z[redacted] Assistant Vice President
Enclosures
Cc: [redacted]
[redacted] Laredo TX [redacted]
[redacted], Fredericksburg, VA 22412-0001January 25, 2016[redacted] Revdex.com of Metro Washington DC & Eastern Pennsylvania 1411 K Street, NW, 10"Floor Washington, DC 20005-3404Regarding: [redacted], ID #: [redacted]Dear Ms. [redacted]:Thank you for your January 21, 2016 e-mail regarding...
[redacted]'s complaint. Mr. N[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 online. I have enclosed a copy of page 2 (with her policy number redacted) of the billing statement she could have viewed on line. Please note, the second line from the top advises of a premium installment charge. The 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 states. GEICO’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 policy. We have no record of her calling to make a pay plan change. However, as she states, she did, for a time, make her premium payment in full and she also paid a fee with each of those payments. Once those full payments were processed, our automated payment system determined the policy was paid-in-full and automatically refunded the fees to her credit card. She can view her old statements for verification. I 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 B. Cease Underwriting Supervisor GEICO Insurance CompaniesCBC/md
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:Please understand this is way more important than $61.33, I am not asking for free insurance, because did not need free insurance. I had coverage before they were instructed to cancel their coverage. This company has overstepped their boundaries and tried to take away my ability to make choices for myself. It is wrong for any company to enroll a person into a program or policy without authorization and then bill for that service that was not requested.Please believe and know I am not the only person that this has occurred. I am just the one that is Speaking out at this time. This is wrong in every way, I would even venture to say it is illegal and very unethical in any practice of business.[redacted] Drive Humble, TX 77396 ###-###-####
Regards,
[redacted]
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 vehicle. We 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 [redacted]Sincerely,Angela R[redacted]Assistance Vice President
Dear [redacted]: Thank you for your recent inquiry regarding [redacted]’s claim and policy. To assist with our review of liability for the claim, we obtained recorded statements from the drivers [redacted] and [redacted], as well as from the witness [redacted]. In his recorded...
interview, [redacted] stated that he was slowly reversing from an angled parking space with an obstructed view due to a [redacted] truck. While [redacted] was reversing, [redacted] drove through the parking lot and [redacted] backed into [redacted]’s vehicle. [redacted] stated that he did not see [redacted]’s vehicle prior to the impact. [redacted] stated in his recorded interview that he was traveling down the parking aisle when [redacted] backed from an angled space and struck his vehicle. The point of impact on [redacted]’s vehicle was the left rear door and the point of impact on [redacted]’s vehicle was the driver side rear bumper. The witness, [redacted], stated that he was parked next to [redacted], sitting in his vehicle. [redacted] confirmed that [redacted] had an obstructed view to the rear due to a large [redacted] truck. [redacted] indicated that he believed [redacted] had been speeding down the parking aisle as [redacted] was backing out of his parking space and then the vehicles collided. [redacted] also confirmed that he personally knows [redacted] as a friend. We sent [redacted] a letter explaining our decision to accept full responsibility for the loss given there is no independent information to show [redacted] was speeding. As the backing party, [redacted] has a greater duty to maintain a safe lookout and verify it is safe to back his vehicle. We called [redacted] to explain our position on December 11, 2017 as well as February 12, 2018. Our records reflect that on September 7, 2014 [redacted]'s policy was rewritten effective September 8, 2014 to reflect his move into the state of California from the state of Mississippi. On September 6, 2016, he contacted our Customer Service Department and requested to add a 1963 [redacted] to his policy effective September 7, 2016. At that time he notified us that the 1963 [redacted] and 2015 [redacted] were registered in the state of Maine. As is our procedure, confirmation of insurance coverage for the registered state of the vehicles (Maine) and the rated location of the policy (California) were sent to [redacted] at the time of the endorsement and for each renewal; however, his policy has been rated for California since September 8, 2014. When [redacted]'s policy was evaluated for renewal effective March 8, 2018, his driving record was reviewed. Pursuant to the California Insurance Code and in accordance with our Underwriting Guidelines, due to his currently suspended Maine driver’s license, his principally at-fault accident on December 8, 2017, and his March 10, 2017 violation and subsequent conviction for operating a motor vehicle after suspension, he is ineligible for a California Good Driver Discount policy. Accordingly, on January 17, 2018, a Post Office Receipt Secured letter was sent advising of our intent to renew his policy with our affiliate, GEICO Casualty Company. Under our guidelines, GEICO General Insurance Company does not offer insurance to drivers that do not qualify to purchase a California Good Driver Discount policy due to their driving record. In addition to the company change at [redacted]'s renewal, there were multiple rating factors that also affected the premium. As a result of the December 8, 2017 principally at-fault accident, a surcharge was applied to the policy renewal. Additionally, the estimated mileage for his 2015 [redacted] was adjusted from 3,000 miles annually to 12,000 miles annually, as we did not receive the completed California Annual Mileage and Odometer Certification that was mailed to him on December 8, 2017. Lastly, his 2015 [redacted] no longer qualifies for the New Vehicle Discount due to the age of the vehicle. On February 12, 2018, our Underwriting Department contacted [redacted] in response to the documentation he had submitted confirming the reinstatement of his Maine driver’s license. He was advised that we had updated his policy to remove the license suspension from our records; however, we were unable to reconsider our decision to renew his policy in our GEICO Casualty Company as he was still ineligible for a California Good Driver Policy as a result of the previously mentioned at-fault accident and conviction. [redacted] stated he was in the process of disputing the conviction listed on his driving record. The underwriter advised him to submit an updated driving record confirming the removal and we would review for reconsideration. We noted that in his statement to the Revdex.com, he believed that his policy was being surcharged for the license suspension that had been previously listed on his policy. We want to clarify that license suspensions are solely considered when determining eligibility for the California Good Driver discount and do not result in an additional surcharge on his policy. Our records reflect that [redacted] is receiving all discounts for which he currently qualifies. However, I have enclosed a list of all discounts offered by GEICO Casualty Company in the event he may qualify for an additional discount. In his request for assistance from the Revdex.com, [redacted] asked that we apply Accident Forgiveness to his policy and remove the surcharge for the December 8, 2017 accident. We are unable to honor this request as Accident Forgiveness is not available in California. In addition, we are unable to remove the surcharge from his policy as it is accurately applied to his renewal effective March 8, 2018 in accordance with our rating plan that is filed with and approved by the California Department of Insurance. Thank you for bringing this matter to our attention and allowing us the opportunity to review and respond. Please let us know if anything further is needed. Sincerely, J. Lee M[redacted], Jr. Assistant Vice President, Claims
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:I am pleased that I have now received a full refund. However, I am still very concerned that Geico charged my account an amount NOT authorized by me. I am even more concern that they feel this practice is legal and/or ethical. I am even more concerned for those who might have gone through this very same situation and not able to get their monies refunded. So at this point I am requesting information on how to file a federal complaint and/or request a federal review.Thank you in advance for your assistance>
Regards,
[redacted]
I am in receipt of your additional correspondence dated March 21, 2016 regarding the above-mentioned complainant. I am responding to Mr. [redacted]'s request for an additional response as it speaks to the underwriting cancellation of Mr. [redacted]'s homeowner policy written through [redacted] Insurance Company.As stated previously, GEICO Insurance Agency, Inc. is a sales and service agent for [redacted] Insurance Company. As their agent, we are required to adhere to their underwriting guidelines for new and renewal business.Per Mr. [redacted]’s prior correspondence, he requested to cancel the policy flat. Since this was not an optimum decision as it would leave a lapse in coverage; we contacted Mr. [redacted] to inquire if this was his desire. After we explained the consequences of same, he declined. Unfortunately, GIA cannot change the underwriting decision of [redacted] based on the inspection performed. Once the concerns have been repaired, we would be happy to underwrite a new policy for Me. [redacted].Please contact me should you have any questions in regard to this matter at ###-###-####.Sincerely,Carole T[redacted]GEICO Insurance Agency, Inc.
December 8, 2016
[redacted]
Revdex.com
1411 K ST. NW, 10TH FLOOR
WASHINGTON DC 20005-3404
ID Number: [redacted]
Re: [redacted]
Dear Ms. [redacted]:
This is in response to your email of December 1, 2016
Our records show that on...
November 5, 2016, Mr. [redacted] was involved in an automobile accident with one of our insureds. We accepted liability for the damages to Mr. [redacted]’ vehicle. Our total loss settlement offer was $4,507.83. On November 8, 2016, we contacted [redacted] National Bank, Mr. [redacted]’ lienholder. They provided a letter of guarantee for $3,233.36. We issued payment to them immediately and requested a copy of the title. Since Mr. [redacted] had positive equity in the vehicle we sent him a power of attorney to complete and return.
We received Mr. [redacted]’ completed power of attorney on November 22, 2016. At this time, we had still not received the title from [redacted] National Bank. Upon further discussion with [redacted] National Bank, they confirmed that they do not have the title. They advised the titles are electronic and are stored by the state.
On December 2, 2016, we spoke to Mr. [redacted] and apologized for the miscommunication and advised him that if he would furnish us with a copy of his bill of sale, we would issue his equity payment immediately upon receipt.
On December 5, 2016, the bill of sale was received. We spoke to Mr. [redacted] to advise him that his equity check in the amount of $1,274.57 was being issued. He should have his check within the next seven to ten working days.
We 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 ###-###-####, ext. 1271.
Sincerely,
Matthew L. M[redacted]
Assistant Vice President
Virginia Beach Regional Office
February 7, 2017Revdex.comAttn: [redacted]1411 K St. NW, 10th FloorWashington, D.C. 20005-3404Re: Customer Name: [redacted] Case Number: [redacted] Company Name: GEICO Auto Insurance CompanyPolicy Number: [redacted]Dear Ms. [redacted]:This is in response to your correspondence, dated February 7, 2017, received in our Washington, D.C. Executive Offices. It was referred to the Richardson, TX Regional Office for a reply.We regret Ms. [redacted] was dissatisfied with our original response dated January 13, 2017. She mailed a letter to Mr. Z[redacted], Assistant Vice President, dated January 30, 2017. Our response, dated February 1, 2017, is enclosed. We trust this information will allow you to close your file on this case.If you need additional information, please contact Patti K[redacted] by telephone at ###-###-####, from 8:00 am to 4:30 pm CST, or by email at [redacted].Sincerely,Matthew Z[redacted]Assistant Vice PresidentEnclosure:Cc: [redacted] Dr Humble TX 77396 This is in response to your correspondence sent to Ms. K[redacted] on January 30, 2017.We want to thank you for your feedback and apologize to you for any frustrations you had with our company. We strive to be a company who shows we are fanatics for outstanding customer service and where our customers want to continue doing business with us and recommend us to others.We are taking your feedback seriously to improve our customers experiences.Ms. [redacted], we sincerely hope that we are able to regain your trust in the future. If you find your current insurance needs are not being met, we hope you reach out to us. We would be happy to welcome you into the GEICO family.Sincerely, Matthew Z[redacted] Assistant Vice President
December 15, 2017 Date of Loss: 9/01/17Dear [redacted], Thank you for your letter dated December 7, 2017, which has been referred to me for a response.After carefully reviewing the facts of the above referenced claim, We are con?dent that GEICOhas handled [redacted]’s claim fairly....
[redacted] expressed concerns with the alignment of her vehicle, as well as imperfections with the paint.[redacted]’s 2015 [redacted] was involved in a front end collision and she selected [redacted] Collision Center to complete the repairs. The Auto Damage Adjuster contacted [redacted] on December ll, 2017 to address the alignment of the vehicle and the paint imperfections. Auto Damage Supervisor Kristin Q[redacted] followed up and scheduled a meeting on December 14, 2017 with [redacted] to review her concerns. After reviewing the vehicle, Ms. Q[redacted] agreed to include an alignment as well as an adjustment of the hood and the bumper as part of this claim. [redacted] no longer had any concerns with the paint quality. The damage to the right front wheel appeared to be unrelated to this claim; however, we would be happy to revisit this matter if any new information arises. Ms. Q[redacted] was able to coordinate with the body shop and scheduled [redacted] to bring her vehicle in on Monday, December 18, 2017.If you have any additional questions please contact Auto Damage Manager, Mike P[redacted], at ###-###-####.Sincerely,Sheryl W.Assistant Vice President
We have received your letter requesting assistance on behalf of [redacted]. I welcome the opportunity to respond to Mrs. [redacted]’s concerns.We reviewed the claim file documents, images, and part supplier inspection, and have determined that due to the parts used in the repair, GEICO will...
pay for the replacement of all components of Mrs. [redacted]’s air conditioning system. We will review the necessary parts and labor required to complete this repair and arrange payment to our policyholder and/or her body shop of choice.I hope this information is helpful in resolving [redacted]’s concerns. If you have any additional questions, please contact Claims Manager David E[redacted] at ###-###-####.Sincerely, Joe N[redacted] Assistant Vice President
Thank you for your inquiry of July 29th, 2015.On May 21st, 2015, our insured used the mobile website to add comprehensive coverage with a $1,000 deductible, collision coverage with a $250 deductible, and rental coverage with a limit of $30 day/$900 maximum. We have confirmed within our system...
these were the coverages selected by our insured. Our insured called at 8:06 am to verify the changes with a Service Representative. All changes were effective May 21, 2015. A policy Declarations was emailed to our insured within 24 hours, outlining the changes. To date, we have no record of a request to make additional changes. On June 2nd, 2015, we were made aware that our insured had been involved in a loss with his 2002 [redacted]. The loss was reported via our website and was again shown that his deductible was $1000.00. The same day, our insured spoke with a representative in our claims office who again confirmed that a $1000.00 deductible would apply to this loss. On this same call, he confirmed that he had received an email stating his new coverages when he made the change in May of 2015; however, he stated he did not review the email.On August 4th, 2015, we received notice that our insured wanted additional investigation into his policy changes and the deductible amount that would apply. We immediately transferred the file to an examiner for additional review. On August 5th, 2015, we spoke to our insured regarding the issue, at which time we advised of the pending investigation, and hoped to conclude our review shortly.Additionally, we received a rental invoice for this loss from Hertz in the amount of $240.00 which has now been paid. We sincerely regret that our insured feels the deductible is not correct. We believe we have handled this appropriately and in accordance with his policy contract. We acknowledge our insured’s concerns about the accident which occurred in March of 2014. We were made aware of the incident on March 12th, 2014, and at that time the policy did not carry collision coverage. We advised him of this fact on March 13th, 2014. At this time, we recommend he resolve any issues regarding outstanding fees due with [redacted] Rent-a-Car, the owner of the vehicle that was damaged in the March 2014 loss.Should you have any further questions, please contact our Claims Manager, Melissa S[redacted], at ###-###-####.Sincerely,Frank P[redacted]Assistant Vice President
We received your correspondence dated June 26, 2017. We have not included any personal identifying information in our response, as you requested. Our insured requested a tow on June 23, 2017. Our records do not indicate he later cancelled the tow. He called on June 26, 2017, to request a...
tow for the same disablement of his vehicle. Since his Emergency Road Service amendment allows one tow per disablement, we declined to provide an additional tow on that date. Our calls are recorded on a random basis for quality control purposes. Unfortunately, the call of June 23, 2017, was not recorded. On June 28, 2017, based on the miscommunication, our Emergency Road Service Director called the insured, and advised him to submit a copy of his paid tow bill. Upon receipt, we will reimburse him for the tow. We trust that this information is sufficient to allow you to close the complaint. If you have any further questions, please contact Gail M[redacted] at ###-###-####, fax at ###-###-####, or [redacted]. Sincerely, Don R[redacted] Don R[redacted] Regional Vice President
November 15, 2017 [redacted] Revdex.com of Metropolitan Washington DC 1411 K Street NW, 10th Floor Washington, DC 20005-3404 Regarding: [redacted] Claim Number: [redacted] ...⇄ Revdex.com File Number: [redacted] Dear [redacted]: We have received your letter requesting additional assistance on behalf of [redacted]. I assure [redacted] that we have provided her with all available information, explanations and reassurances in response to her concerns. As mentioned in our previous responses, the coverages listed on [redacted]’ California policy are in effect for her October 24, 2017 loss. This decision represents GEICO’s final position on the matter. If you have any additional questions, please contact my associate, Phillip K[redacted], at ###-###-####, extension [redacted]. Sincerely, Maria S[redacted] Assistant Vice President GEICO General Insurance Company NAIC: [redacted]
[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 am satisfied with the decision
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]
ResponseThank you for your March 27, 2017 e-mail regarding [redacted]'s complaint. Mr. [redacted] asked that I respond on his behalf and I welcome the opportunity.Our records indicate the payments Ms. [redacted] requested to cancel were cancelled and not submitted to her bank. The only payments...
submitted to her bank were the payments she initiated online at GEICO.com. If Ms. [redacted] would like to discuss this further, she can contact our 24 hour Customer Service Department at ###-###-####.I hope this information is helpful. If you require further assistance regarding this matter, please contact my associate, David K[redacted], at ###-###-####, extension 4182.Sincerely,Underwriting Manager GEICO Insurance Companies
Tell us why here...August 26, 2016
[redacted]
Revdex.com
1411 K STREET NEW 10TH FLOOR
WASHINGTON DC 20005 3404
Claim Number: [redacted]
Insured: [redacted]
Date of Loss: June 2, 2016
Complainant: [redacted]
File...
Number: [redacted]
Dear Ms. [redacted]:
We are in receipt of your letter dated August 18, 2016.
Debra [redacted]’s 2015 [redacted] was repaired at [redacted] Body Shop in Fairfax, Virginia from the accident that occurred on June 2, 2016.
A GEICO supervisor spoke to Ms. [redacted] on August 19, 2016 to address the repair quality concerns that were related to the above mentioned accident. Ms. [redacted] expressed that she wanted to be able to choose where the vehicle would go for a safety check. We spoke to the body shop manager at [redacted] Body Shop the same day, and confirmed they would cover the inspection, rental, and any repairs that were needed that were related to the accident on June 2, 2016. A rental reservation was made and all of the information was conveyed to Ms. [redacted].
Ms. [redacted] chose to take her vehicle to [redacted] Center in Chantilly, Virginia. A GEICO adjuster met her at the location to ensure all concerns are addressed to her satisfaction. The corrective repairs to the vehicle are underway and the rental is being covered by [redacted] Body Shop.
Thank you for the opportunity to address your inquiry. Please let us know if you need anything further.
Sincerely,
Matthew L. M[redacted]
Assistant Vice President
Virginia Beach Regional Office
GEICO Advantage Insurance Company
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:
Geico never informed me that they are covering only sixty (60) days of the rental, when I called to make a claim I was advised by Geico employer that this accident was one hundred percent (100%) NOT MY fault and EVERYTHING was going to be covered through the other drivers insurance which happens to be Geico also , nor was I notified by Geico of the side agreement that [redacted] the owner of the body shop and auto damage supervisor Joshua M[redacted] had for coveting past the sixty (60) days. My credit card has been charged, and I do not feel it is right for me to run around and chase the reimbursement that [redacted] charged my credit card for because Geico denied the payment. Geico needs to reimburse me for this charge and get the money back from whoever they had an agreement with, without my knowledge or from the party who read ended my vehicle and put me in this situation, or [redacted] due to parts delay. I pay a lot of money for Auto insurance for a reason.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because: no excuse for this behavior or type of action. How about you fix your system so this doesn't happen to me or anyone else ever again. This, I reported you to Revdex.com.
Regards,
[redacted]
April 14, 2017
Revdex.com of Metropolitan Washington DC
and Eastern Pennsylvania
1411 K St. NW, 10th Floor
Washington, DC 20005-3404
Attention: [redacted]
Re: [redacted]
Case ID: [redacted] Policy#: [redacted]
Dear [redacted]:
This will acknowledge receipt of your April 10,...
2017 inquiry regarding the above referenced private passenger automobile insurance policy.
[redacted] previously insured one vehicle under the above policy. Our records show that on March 10, 2016 [redacted] contacted GEICO via telephone and informed our company that her son ([redacted]) had recently obtained his learner’s permit. He was listed on the policy accordingly. There was no change in premium since [redacted] only held a permit and not an active driver’s license. Enclosed is a copy of the updated policy declarations that were mailed to the insured on March 11, 2016 reflecting [redacted]’s addition to the policy.
On September 13, 2016 the above policy was updated to reflect that [redacted] now held a driver’s license. His change in status was based on information our company received from the New York State Department of Motor Vehicles (DMV), which indicated that [redacted] obtained his license on September 3, 2016. His change in driver status resulted in a revised premium of $1,173.30 per six months. Enclosed is a copy of the updated policy declarations that were mailed to the insured on September 14, 2016 to notify her of the premium increase due to [redacted]’s change in status as an occasional operator on the policy.
On April 2, 2017 a written request was received to cancel the policy with an effective date of March 25, 2017 because new coverage was obtained by the insured as of that date. The policy cancellation was processed as requested, and [redacted] was subsequently provided with the appropriate pro-rata premium refund of $93.74 on April 3, 2017.
Since GEICO writes a Family Auto Insurance Contract, our company is legally liable for all licensed operators that are members of the insured’s household and or licensed operators that are given permissive use of the insured’s vehicle(s) unless they have other insurance coverage. As indicated above, [redacted]’s status was updated to an occasional operator on the policy when information was received from the DMV indicating that he obtained a driver’s license. The named insured was notified accordingly. It is GEICO’s position that no additional premium refund is owed to [redacted] by our company.
Since there appears to be no valid complaint against GEICO, we ask that this be removed from our record.
If you require further assistance with this matter, please contact the undersigned at 516-496-5476.
Very truly yours,
Brian O[redacted] Executive Office
August 4, 2016
Revdex.com
Attn: [redacted]
1411 K St. NW, 10th Floor
Washington, D.C. 20005-3404
Re: Customer Name: [redacted]
Case Number: [redacted]
GEICO Indemnity Auto Insurance Company
Policy Number: [redacted] Dear [redacted]:
This is in...
response to your correspondence received in our Washington, D.C. Executive Offices. It was referred to the Richardson, TX Regional Office for a reply.
We apologize for any misinformation [redacted] may have received from our Customer Service Department. We have reviewed [redacted]’s policy and determined it is accurate.
[redacted]’s policy reflects his son, [redacted], was involved in an accident on April 14, 2014. The decision was made that the accident was not Reyner’s fault. The accident was closed, on April 17, 2014, and has not had a premium impact on the policy.
[redacted] was involved in an accident on March 20, 2016. The Claims Department reviewed the facts of the accident and concluded [redacted] was at-fault in the occurrence. [redacted]’s renewal policy, effective September 9, 2016 through March 9, 2017, reflects the rating for this accident. The previous policy premium was $1,605.90, and the current premium is $1,728.70, which is a six-month premium increase of $122.80. We regret that it was necessary to increase [redacted]’s rates due his accident.
In addition, vehicle insurance rates are determined by many factors, such as coverage limits, how far the vehicle is driven, age of the vehicle, and other considerations. In [redacted]’s case, there was an increase in premium because the symbols assigned to the 2016 [redacted] recently changed.
Vehicle symbols provide information about a vehicle's susceptibility to theft, safety features, and the cost to repair damages. GEICO recently updated the symbol for the 2016 [redacted], which is reflected on [redacted]’s recent policy renewal.A policy review indicates [redacted], [redacted], and [redacted], are receiving the Defensive Driving discount. The Discounts Section, of the renewal Declaration Page, confirms the discount, in the amount of $190.30, is being given for Defensive Driving (copy enclosed).
We pledge to [redacted] our commitment to continue to provide the best insurance protection and service to value, anywhere. We look forward to continuing our relationship with [redacted] as part of the GEICO family for years to come.
If you need additional information, please contact Patti K[redacted] by telephone at ###-###-####, from 8:00 am to 4:30 pm CST, or by email at [redacted]@GEICO.com.
Sincerely,
Matthew Z[redacted] Assistant Vice President
Enclosures
Cc: [redacted]
[redacted] Laredo TX [redacted]
[redacted], Fredericksburg, VA 22412-0001January 25, 2016[redacted] Revdex.com of Metro Washington DC & Eastern Pennsylvania 1411 K Street, NW, 10"Floor Washington, DC 20005-3404Regarding: [redacted], ID #: [redacted]Dear Ms. [redacted]:Thank you for your January 21, 2016 e-mail regarding...
[redacted]'s complaint. Mr. N[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 online. I have enclosed a copy of page 2 (with her policy number redacted) of the billing statement she could have viewed on line. Please note, the second line from the top advises of a premium installment charge. The 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 states. GEICO’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 policy. We have no record of her calling to make a pay plan change. However, as she states, she did, for a time, make her premium payment in full and she also paid a fee with each of those payments. Once those full payments were processed, our automated payment system determined the policy was paid-in-full and automatically refunded the fees to her credit card. She can view her old statements for verification. I 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 B. Cease Underwriting Supervisor GEICO Insurance CompaniesCBC/md
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:Please understand this is way more important than $61.33, I am not asking for free insurance, because did not need free insurance. I had coverage before they were instructed to cancel their coverage. This company has overstepped their boundaries and tried to take away my ability to make choices for myself. It is wrong for any company to enroll a person into a program or policy without authorization and then bill for that service that was not requested.Please believe and know I am not the only person that this has occurred. I am just the one that is Speaking out at this time. This is wrong in every way, I would even venture to say it is illegal and very unethical in any practice of business.[redacted] Drive Humble, TX 77396 ###-###-####
Regards,
[redacted]