[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 Administratively Resolved] Complaint: [redacted]I am rejecting this response because:I did ask for an independent look into my information, not to send my response back to the business only to be told the same information in another way. I would like an independent look at my car insurance I feel there is something in my record that's not accurate making it so high.Regards,[redacted]
Thank you for your August 1, 2016 e-mail regarding [redacted]’s complaint. [redacted] asked that I respond on his behalf and I welcome the opportunity.On 04/04/16, [redacted] went online and added a 2002 [redacted] to her existing GEICO policy. She chose the coverages for the vehicle and listed a...
lienholder, but she did not select Collision coverage on the vehicle. Our records show we immediately sent her an e-mail, on the same day, telling her how to update her policy with Collision coverage in order to have the lienholder listed on the policy. We also sent her a declarations page showing the 2002 [redacted] was added without Collision coverage and with no lienholder listed for the vehicle. [redacted] did not call us or go online and add Collision coverage and we have no record of receiving any phone calls from her between 04/04/16 and the filing of her claim on 07/26/16.I sincerely regret [redacted] did not have Collision coverage on her vehicle when she had an accident; however, it was her responsibility to respond to our e-mail and review the coverages shown on her declarations page so she could confirm she had all the coverages she required.Sincerely,Elizabeth C[redacted] Underwriting Manager GEICO Insurance CompaniesEC/md
[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]
I would like to close this case too. I earnestly believe that soon there will be satisfactory resolutions to the unresolved concerns.
Through our series of correspondence we have both agreed that there was lapse on part of GEICO and GEICO neglected my concern for 10 days even after relentless persuasion from my side. The matter was expedited only when Revdex.com intervened in this case. We have also come to a conclusion that it had financial implication on me.
My understanding from a layman’s perspective is that if mistake is made by any provider which results in financial loss, the customer should be lawfully compensated. This is followed by all entities and there are numerous examples.
I firmly believe that we will find a common ground and can settle this issue in this forum without looking outside this forum.
Thank you,
[redacted]
CC:
[redacted],
Frisco, TX 75035
Texas Department of Insurance
Complaint Resolution, Mail Code 111-1A
PO Box [redacted]
Austin TX 78714-9104
[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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: This was not handled correctly. I was made the changes to my policy and the agent that handled the call read back to me that I was having a deductible of $250 on both my comp and collusion coverage, as well as getting rental coverage and making sure that it was effective that day because I needed to be changed that day because of the situation that I was having with my ex boyfriend and him wanting to damage my car and me. I didn't notice that the coverage wasn't correct until I got the email stating what my deductible was when I filed my claim. If it wasn't for this claim I wouldn't have never knew that my coverage wasn't correct until something came up for me to have to file a claim. Unfortunately I ended up having to file a claim therefore bring my deductibles to my attention. I called that morning letting the agent know that my deductibles were not what they were suppose to be. And I told her what took place on the call and that both of my deductibles should have been 250 and that agent read it back to me that way. She said that it was nothing that she could do since I had already filed my claim and could change it for this date forward and I told her that is not going to help with the situation that I am having currently. The agent that made the changes to my policy made them incorrect. I asked her if the call was recorded because that will definitely prove my case. She went to tell me there was no recording and that it was my fault for not checking my documents, not an error on there part and that is incorrect. And this now the second time that Geico has not had my policy correct, to make my life as there customer run smoothly and have the coverage that I am paying for. Once she transferred me over to claims the agent was first to say something about my deductible and ask why it was so high on a car such as mine.(I had 2002 [redacted] with over 175k on it) no reason for my deductible to b that high and it was only a $7 difference for my to have my deductible at 250 on both comp and collusion LIKE I HAD REQUESTED!! If the Geico agent would have did her job right the first, at the policy change, I wouldn't be having this problem and then at the same time. And I said that I never opened the email....I gets tones of emails a day for all kind of things so I don't check all of my emails. I didn't even recerive anything in the mail. When my payment is needed that letter comes to my address with no problem but when I make a policy change I don't receive n e thing n the mail and the policy change convo isn't even recorded like why would something as important as a policy change not be recorded for such reasons as this!!! Now as fair as my accident on last year. The answer that was given is so NOT RIGHT AT ALL!!!! When I filed my claim, for my car getting damaged, I thought my policy was full coverage. Made my claim it was covered, I was driver at the time so I couldn't be without a car and Geico set up a rent for me to go pick up at Enterprise. I went to get the [redacted], the [redacted] agent showed me the car and asked me if I wanted to get their insurance and I declined because that is what I pay Geico for. In March 2014 I slide on some ice and ended totaling the car. I was in shock of all that was happening that I made my boyfriend at the time handle the phone calls. he called [redacted] and let them know about the car and since I didn't have their insurance they said I my insurance would have to take care of it and that it would go under my collision insurance. We then called Geico and that is when everything went down hill. The agent said that my policy didn't have collusion coverage on it. I got on the phone and asked the agent "i had full coverage correct?" NO....seriously this is not correct I told him. I said why would Geico reserve me a rental knowing that I would need to have both collusion and comp coverage in order to even get a rental. He said that he would look into this and give me a call back. I then called [redacted] back and told them that Geico was looking into this and was going to give me a call back and that's when the [redacted] rep told me that its in there policy that in order to get a rental, the driver has to have both comp and collusion or have to purchase their insurance to have the car covered during the use of the rental. Later that week I received a call from one of the Geico agents saying that they were going to back date my policy so that I have the coverage for the time of the accident and making with collusion coverage and that my deductible would be $500. And that I would receive a statement/ invoice in regards to resolving the claim. After it all I never got anything from Geico or [redacted] stating that this matter hasn't been handled or if any other actions needed to take part on my end.I didn't find out about this not being handled til I was denied an apartment n didn't understand why and when I went into [redacted] for my rental for them to tell me I owed then 11k.So NO this has been handled correctly or remotely close and it has done nothing but affect me n the most negative manner possible. Regards, [redacted]
Regards,
[redacted]
This
is in response to your December 15, 2016, correspondence. We
have not included any personal identifying information on our
response, as you requested. We spoke with the complainant and
our insured on December 19, 2016, and resolved their concerns.
Our
insured purchased...
a policy on October 31, 2016, and selected to
enroll in automatic payments. At the time of sale, we confirmed with
the complainant that they only wanted to make the first payment and
advised that the insured would need to change the payment
information after the policy was set up if they did not want to
continue to withdraw payments from the complainant's account. We
do not have record of our insured contacting us again with new
payment information. Therefore, on November 21, 2016, we
issued a bill reflecting the December 1, 2016, scheduled payment
extraction for $93.73. On December 1, 2016, the monthly
installment was withdrawn from the account on file. The
complainant contacted us on December 5, 2016, advising he did not
authorize the payment of $93.73. He also requested his
account information to be removed from our insured’s policy and
requested a refund for the $93.73. We
regret there was a misunderstanding and we have agreed to refund the
$93.73 and we have requested a bank statement to confirm whether any
overdraft fees were incurred. Our insured has also agreed
to make a replacement payment on December 23, 2016. We
removed the complainant's account information from our insured’s
policy and no future payments will be withdrawn from their
account. If additional information is needed to close your
file, please contact Joy K[redacted] at ###-###-#### or
[redacted]. Sincerely,
Heather
M[redacted]Assistant
Vice President
regarding the above claim. This loss occurred on September 18, 2015. At the time of the loss, it was determined that we would be responsible for damages incurred during the accident. On September 21, 2015, a GEICO adjuster advised the insured driver of the liability resolution, and he stated that he did not want to schedule his vehicle for repairs at this time, due to the fact that he did not have his deductible available to pay.
On February 18, 2016, the insured driver called and explained that he was ready to move forward with repairs to his vehicle; however, he had recently gotten an estimate from a body shop which indicated that repairs would cost approximately $1,800.00. The GEICO adjuster explained to the insured driver that he had a $2,000 deductible, and if the estimate showed damages were under $2,000 then he would be responsible to pay for the damages out of his pocket. We further explained that if the damages were to exceed $2,000, GEICO would cover the damages that exceed $2,000. An estimate for repairs was not scheduled at that time and there was no further contact from the insured driver.
March 7, 2017, the insured owner contacted GEICO advising she had the insured vehicle repaired from the damage sustained on September 18, 2015. We requested the insured submit supporting documents for the repairs; however she insisted that GEICO schedule an appointment for the quote. An appointment was scheduled for March 23, 2017 even though the insured had had the repairs completed on March 7, 2017. GEICO was not given the opportunity to inspect the vehicle prior to these repairs and therefore was unable to verify if the repaired damages matched the facts of the September 18, 2015 loss. The insured provided invoices from [redacted]. These invoices included routine maintenance expenses, which is not covered under the policy. The estimate that the insured provided did not support repairs that matched the facts of the accident. The invoice also included maintenance expenses for oil change, tire replacement, and air filter.
In an effort to compromise, GEICO reached an agreement on April 4, 2017 with the insured. We agreed to pay $578.16. This amount represented the following: $1,088.92 from the March 23, 2017 GEICO estimate for front damages, $1,409.29 for replacement of strut and ball joints, and $79.95 for alignment. These amounts totaled $2,578.16, which, less the $2,000 deductible, left the amount paid of $578.16. The insured acknowledged that this matter had been resolved to her satisfaction.
Our file records indicate the insured called our office multiple times during the last few months. Our records also indicate call were returned within the same business day.
Should you have further questions, please contact Anna W[redacted], Claims Director, at ###-###-####.
April 7, 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 5, 2017 inquiry regarding the above referenced private passenger automobile insurance policy.
[redacted] and [redacted] previously insured a 2013 [redacted] and a 2016 [redacted] under the above policy. The total six month premium of $810.50 included a multi-car discount for both vehicles. Enclosed is a copy of the renewal policy declarations that were issued on September 9, 2016 reflecting the premium breakdown for the respective vehicles.
On January 27, 2017 [redacted] contacted GEICO to request her removal from the above policy along with the 2016 [redacted] because she had obtained a separate policy of her own to insure the said vehicle. She also stated that she was no longer residing in the same household as [redacted]. The changes were processed as requested, which resulted in a revised six month premium of $486.10 to insure the remaining vehicle (2013 [redacted]). This is an increase of $79.30 per six months ($486.10 - $406.80) to insure the 2013 [redacted]. The increase was mainly due to the loss of the multi-car discount since the 2013 [redacted] is now the sole vehicle on the policy, and is therefore no longer eligible to receive the said discount. In addition, [redacted] is the only active driver listed on the policy, and is therefore no longer eligible to receive the married rate since he is currently separated from [redacted]. Enclosed is a copy of the updated policy declarations that were issued on February 4, 2017.
It is GEICO’s position that [redacted] is receiving the best rate that our company can offer him at this time based on the current underwriting factors for his policy.
Since there appears to be no valid complaint against GEICO, we ask that this be removed from our record.
If you require further assistance with this matter, please contact the undersigned at [redacted].
Very truly yours,
Brian O[redacted]
Executive Office
November 24, 2017Dear [redacted]:Thank you for your November 21, 2017 e-mail [redacted]'s complaint. Mr. N[redacted] asked that I respond on his behalf and I welcome the opportunity. [redacted] called GEICO and purchased a policy on 10/20/17. On 10/21/17, she...
called GEICO and cancelled her policy. GEICO attempted to refund her premium payment directly to her bank account on 10/25/17. The same day, the refund came back to GEICO because [redacted]'s financial institution did not accept the refund. We mailed a refund check to [redacted] on 10/26/17. GEICO placed a stop pay on that check and mailed another refund check to [redacted] on 11/15/17. We sincerely apologize [redacted] has not received her refund yet. If she has any additional questions, she can contact our 24 Hours Customer Service Department at [redacted].Sincerely, Elizabeth C. Underwriting Manager
Thank you for your recent inquiry. Claims Supervisor Christopher B[redacted] attempted to reach Ms. [redacted] to discuss her concerns, but was only able to leave a voicemail.
Because Ms. [redacted] started her policy with us shortly before the damage is said to have...
occurred, we are gathering additional information to independently confirm the date of loss. Once our investigation is complete, we will inform Ms. [redacted] whether or not we are able to provide coverage for the damages that she is claiming.
If you have any questions, please contact Nalini K[redacted] Claims Manager, at ###-###-####.
Sincerely,
J. Lee M[redacted] Jr.
Assistant Vice President, Claims
June 18, 2015Dear [redacted]I am writing to you in response to [redacted]’s concerns about the homeowner insurance premium.GEICO Insurance Agency, Inc. (GIAI) is a sales and service agent for [redacted] Insurance. As an agent we must abide by the rates rules and guidelines provided by the...
carrier. All rates and premiums are set by the carrier.[redacted] purchased homeowner coverage placed through [redacted] on September 9, 2014 to be effective on September 10, 2014. At the point of sale all policy coverage deductibles and the premium of $1,349 were discussed. Once the policy was bound a policy package outlining all of the terms and conditions of the policy. The package displays the annual premium of $1,349.GIAI did not have any further contact from [redacted] until May 11, 2015 when she called in about the premium. During her May 11 call the deductible was changed per her request to lower the premium. A $94 refund was sent to [redacted] for this change.[redacted] contacted GIAI on June 6, 2015 and requested to terminate the coverage. Per her request coverage was cancelled effective the same day. A pro-rated refund of $280 was returned to [redacted].As all rates are set by the carrier, GIAI does not price match or guarantee a policy premium will be lower than any other carrier. Premiums are presented based on the rates offered by a carrier for the underwriting criteria of a customer. The policy premium was generated by [redacted] and accepted by [redacted]. The annual premium was provided verbally to [redacted] and confirmed in writing.If you have additional questions or concerns, please contact me at ###-###-####.Sincerely,Jeff B
[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:
That is not what we where told there agent told us that Mr.[redacted] was covered for anything he drove at no time did they advise us if we did not ad the vehicle to the policy of Mr.[redacted] that my insurance would be the primary and the recording of the call mysteriously can't be found so not real sure how they know what was said on the call but good try on trying to discredit our complaint yet again different information from every gieco employee you speak with.
Regards,
[redacted]
November 22, 2107Case ID: [redacted]RE: [redacted]I am in receipt of your correspondence
dated November 20, 2017 regarding the above-mentioned complainant. I
am responding to your request for information as it speaks to policy
and billing concerns expressed in [redacted]’s correspondence.After...
reviewing [redacted]’s concerns, I
reached out to our service supervisor and had him contact [redacted]. He
called [redacted] and cancelled her policy flat and advised [redacted] of
her refund. He also confirmed that her old policy was cancelled
effective 11/20/2017 and sent a copy of the cancellation
confirmation. [redacted] was happy that a supervisor called her back
since she was not expecting a callback.I trust this satisfies the explanation
concerns revealed in [redacted]’s complaint.Sincerely,Carole T[redacted]GEICO Insurance Agency, Inc.
We are in receipt of [redacted]’s rejection of our August 9, 2016 response.The cancellation notice that was mailed to [redacted] on January 28, 2016 was mailed to the address listed on her declaration page. The address listed was [redacted] Raleigh NC [redacted]. Prior to the mailing of the cancellation notice, we had not been informed by [redacted] to update her address.When [redacted] reissued her policy on July 3, 2016 she informed us of her new address and her policy was updated at that time.We trust this information has been sufficient. If you have additional questions, please contact Kim G[redacted], at ###-###-####, extension [redacted].Sincerely,Andrea B[redacted]Assistant Vice President Government Employees Insurance Company
June 20, 2016 [redacted] Revdex.com of Metro Washington DC & Eastern Pennsylvania 1411 K St. NW, 10th floor Washington DC 20005-3404 VIA FACSIMILE: ###-###-#### ...
RE: [redacted] Insured: [redacted] Policy Number: [redacted] NAIC: [redacted]-GEICO General Dear Ms. [redacted]: Thank you for your recent inquiry dated June 13, 2016. I welcome the opportunity to discuss Mrs. [redacted]’s automobile policy concerns. On December 4, 2015, Mrs. [redacted] contacted GEICO to add a 2015 [redacted] to the policy. Mrs. [redacted] also advised that she and her husband were permanently living in Tennessee but still had a home in Louisiana as well. At that time, the address was updated to the Tennessee address and the 2015 [redacted] was added to the policy. Mrs. [redacted] advised that they 2011 [redacted] would remain registered in Louisiana and the 2015 [redacted] would be registered in Tennessee. She also requested that all mail still go to the Louisiana address. The policy was updated as requested. On February 22, 2016, Mrs. [redacted] contacted GEICO and advised that the state of Louisiana needed proof of coverage for the 2011 [redacted]. The agent emailed the insurance binder for the 2011 [redacted] to Mrs. [redacted] as requested. The agent also advised Mrs. [redacted] that the 2011 [redacted] would need to be re-registered in the state of Tennessee since it was now her permanent address. On March 3, 2016, Mrs. [redacted] contacted GEICO and advised that the 2011 [redacted] was now registered in the state of Tennessee. She also requested to change the mailing address to the Tennessee address. The policy was updated as Mrs. [redacted] requested. On June 13, 2016, Mrs. [redacted] contacted GEICO due to Mr. [redacted]’s Louisiana license being suspended due to a lapse in coverage on his 2011 [redacted] effective December 5, 2015. GEICO updated the Louisiana database to show continuous coverage for the 2011 [redacted] as GEICO does not indicate any lapse in coverage effective December 5, 2015. On June 17, 2016, Chelsea G[redacted] contacted Mrs. [redacted] in reference to the fines on Mr. [redacted]’s license. Mrs. [redacted] advised that she had not yet paid the fines that her husband is just unable to receive a Tennessee license. Ms. G[redacted] emailed Mrs. [redacted] the attached letter providing proof that Mr. [redacted] had continuous coverage on the 2011 [redacted] from December 5, 2015 until February 29, 2016. Ms. G[redacted] also advised Mrs. [redacted] that the Louisiana database updates would be processed on June 22, 2016, as the updates only process each Wednesday. We apologize for any inconvenience and frustration this has caused Mr. and Mrs. [redacted] and hope this information will assist you in resolving this issue. If additional information is required, please contact Chelsea G[redacted] at ###-###-####. Her office hours are Monday through Friday, 8:00 a.m. to 4:00 p.m. EST. Sincerely, Brandon T[redacted] Underwriting Manager Enclosure: Out of Force Letter ...⇄ Tell us why here...
We are in receipt of your complaint dated August 1, 2016, regarding the above-noted Consumer. We have not included any personally-identifying information in our response, as you requested. -Our insured's vehicle was stolen on November 5, 2015. We inspected the vehicle on November 16, 2015. On...
November 17, 2015, we issued a check to our insured for $200, which represented his policy limit for personal belongings stolen during a total theft of his vehicle. While our insured indicates our adjuster informed him [redacted] was not in business, [redacted] is a partner repair facility in our GEICO Auto Repair Xpress program. The adjuster who spoke to [redacted] is no longer employed by GEICO, so we are unable to obtain more information to understand the miscommunication that OCCurred.The repairs to our insured's vehicle took longer than his shop anticipated. We worked with our insured and [redacted] to complete supplemental estimates to pay for additional damages discovered as the repair progressed. Repairs were finally completed on February 22, 2016. After our insured retrieved the vehicle, he was dissatisfied with the repairs, and we issued another payment on February 29, 2016, to pay for additional repairs. Our insured remained dissatisfied with his repairs, and we suggested he return to his repair shop for diagnosis and repair,Given the continued concerns with the vehicle's repairs, and the ongoing nature of electrical problems since the loss, we agreed to consider our insured's vehicle a total loss. We reached an agreed settlement with our insured, and made payment for the value of his vehicle on August 3, 2016. Charlie S[redacted], Auto Damage Manager, contacted our insured after settlement, and confirmed that he has no lingering concerns. Since we previously paid our insured's $200 policy limit for personal belongings, we are unable to assist our insured in the payment of items stolen with his vehicle, or stolen by his repair facility.We sincerely regret any inconvenience our insured experienced during our handling of his claim. We believe this matter is now resolved. If you have any additional questions, please contact Charlie S[redacted], Auto Damage Manager, at ###-###-####, or via email at [redacted]@geico.com.Sincerely,Don R[redacted] Regional Vice President
Dear Ms. [redacted]: Thank you for your recent inquiry. Theft Supervisor Michael M[redacted] tried to reach Ms. [redacted] on October 12, 2016 to discuss her concerns but was only able to leave a message. We are still in the process of investigating Ms. [redacted]'s theft claim. Once our investigation...
is complete, if we agree to afford coverage for the loss, we will issue payment for the towing fees and the damage to the vehicle. Please be advised that the coverage limit for personal effects is $200.00; therefore, we are unable to issue any payments in excess of $200.00 for any personal items in the vehicle at the time of the theft. If you have any questions, please contact Claims Manager Michael L[redacted]. He can be reached at ###-###-####.
April 7, 2017 [redacted] Revdex.com RE: ID Number: [redacted] ...
Dear [redacted]: We received your correspondence dated March 31, 2017, regarding the above-noted complaint. As requested, we have not included any personal identifying information on our response. We have reviewed this inquiry and the factors and circumstances regarding this loss. On January 9, 2017, our policyholder reported the loss to his vehicle for engine damage which occurred on December 9, 2016. According to the customer, his serpentine belt slipped and shredded, resulting in engine failure. We believe this is a result of wear and tear. However, in an abundance of caution, we will reopen the claim to investigate the matter further. Our Claims Department will be in contact with the customer to go over the next steps of the investigation. If we can be of any further assistance, please contact Melvin I[redacted], field manager, at ###-###-####, via FAX at ###-###-####, or via e-mail at [redacted]@geico.com. Sincerely, Frank P[redacted] Assistant Vice President
My information should have been updated when I renewed my renter's insurance at my new address. I have an email from GEICO about my renter's insurance change of address.
Complaint: [redacted]
I am rejecting this response because:
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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:I do NOT want to use after-market parts in my 2015 [redacted]. It is my right to have the car restored to the exact original condition before the accident. My car didn't have aftermarket parts before the accident (and it only has less than 6k miles on it), so it is not acceptable to have aftermarket parts to replace the few-month-old parts of my car. Again, they issued the check to a certain body shop which doesn't give me much flexibility to choose another bodyshop if I want to. I want the check payable to myself and the lien holder so I can have more flexibility in dealing with any bodyshop I decide to.
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 Administratively Resolved] Complaint: [redacted]I am rejecting this response because:I did ask for an independent look into my information, not to send my response back to the business only to be told the same information in another way. I would like an independent look at my car insurance I feel there is something in my record that's not accurate making it so high.Regards,[redacted]
Thank you for your August 1, 2016 e-mail regarding [redacted]’s complaint. [redacted] asked that I respond on his behalf and I welcome the opportunity.On 04/04/16, [redacted] went online and added a 2002 [redacted] to her existing GEICO policy. She chose the coverages for the vehicle and listed a...
lienholder, but she did not select Collision coverage on the vehicle. Our records show we immediately sent her an e-mail, on the same day, telling her how to update her policy with Collision coverage in order to have the lienholder listed on the policy. We also sent her a declarations page showing the 2002 [redacted] was added without Collision coverage and with no lienholder listed for the vehicle. [redacted] did not call us or go online and add Collision coverage and we have no record of receiving any phone calls from her between 04/04/16 and the filing of her claim on 07/26/16.I sincerely regret [redacted] did not have Collision coverage on her vehicle when she had an accident; however, it was her responsibility to respond to our e-mail and review the coverages shown on her declarations page so she could confirm she had all the coverages she required.Sincerely,Elizabeth C[redacted] Underwriting Manager GEICO Insurance CompaniesEC/md
[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]
I would like to close this case too. I earnestly believe that soon there will be satisfactory resolutions to the unresolved concerns.
Through our series of correspondence we have both agreed that there was lapse on part of GEICO and GEICO neglected my concern for 10 days even after relentless persuasion from my side. The matter was expedited only when Revdex.com intervened in this case. We have also come to a conclusion that it had financial implication on me.
My understanding from a layman’s perspective is that if mistake is made by any provider which results in financial loss, the customer should be lawfully compensated. This is followed by all entities and there are numerous examples.
I firmly believe that we will find a common ground and can settle this issue in this forum without looking outside this forum.
Thank you,
[redacted]
CC:
[redacted],
Frisco, TX 75035
Texas Department of Insurance
Complaint Resolution, Mail Code 111-1A
PO Box [redacted]
Austin TX 78714-9104
[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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: This was not handled correctly. I was made the changes to my policy and the agent that handled the call read back to me that I was having a deductible of $250 on both my comp and collusion coverage, as well as getting rental coverage and making sure that it was effective that day because I needed to be changed that day because of the situation that I was having with my ex boyfriend and him wanting to damage my car and me. I didn't notice that the coverage wasn't correct until I got the email stating what my deductible was when I filed my claim. If it wasn't for this claim I wouldn't have never knew that my coverage wasn't correct until something came up for me to have to file a claim. Unfortunately I ended up having to file a claim therefore bring my deductibles to my attention. I called that morning letting the agent know that my deductibles were not what they were suppose to be. And I told her what took place on the call and that both of my deductibles should have been 250 and that agent read it back to me that way. She said that it was nothing that she could do since I had already filed my claim and could change it for this date forward and I told her that is not going to help with the situation that I am having currently. The agent that made the changes to my policy made them incorrect. I asked her if the call was recorded because that will definitely prove my case. She went to tell me there was no recording and that it was my fault for not checking my documents, not an error on there part and that is incorrect. And this now the second time that Geico has not had my policy correct, to make my life as there customer run smoothly and have the coverage that I am paying for. Once she transferred me over to claims the agent was first to say something about my deductible and ask why it was so high on a car such as mine.(I had 2002 [redacted] with over 175k on it) no reason for my deductible to b that high and it was only a $7 difference for my to have my deductible at 250 on both comp and collusion LIKE I HAD REQUESTED!! If the Geico agent would have did her job right the first, at the policy change, I wouldn't be having this problem and then at the same time. And I said that I never opened the email....I gets tones of emails a day for all kind of things so I don't check all of my emails. I didn't even recerive anything in the mail. When my payment is needed that letter comes to my address with no problem but when I make a policy change I don't receive n e thing n the mail and the policy change convo isn't even recorded like why would something as important as a policy change not be recorded for such reasons as this!!! Now as fair as my accident on last year. The answer that was given is so NOT RIGHT AT ALL!!!! When I filed my claim, for my car getting damaged, I thought my policy was full coverage. Made my claim it was covered, I was driver at the time so I couldn't be without a car and Geico set up a rent for me to go pick up at Enterprise. I went to get the [redacted], the [redacted] agent showed me the car and asked me if I wanted to get their insurance and I declined because that is what I pay Geico for. In March 2014 I slide on some ice and ended totaling the car. I was in shock of all that was happening that I made my boyfriend at the time handle the phone calls. he called [redacted] and let them know about the car and since I didn't have their insurance they said I my insurance would have to take care of it and that it would go under my collision insurance. We then called Geico and that is when everything went down hill. The agent said that my policy didn't have collusion coverage on it. I got on the phone and asked the agent "i had full coverage correct?" NO....seriously this is not correct I told him. I said why would Geico reserve me a rental knowing that I would need to have both collusion and comp coverage in order to even get a rental. He said that he would look into this and give me a call back. I then called [redacted] back and told them that Geico was looking into this and was going to give me a call back and that's when the [redacted] rep told me that its in there policy that in order to get a rental, the driver has to have both comp and collusion or have to purchase their insurance to have the car covered during the use of the rental. Later that week I received a call from one of the Geico agents saying that they were going to back date my policy so that I have the coverage for the time of the accident and making with collusion coverage and that my deductible would be $500. And that I would receive a statement/ invoice in regards to resolving the claim. After it all I never got anything from Geico or [redacted] stating that this matter hasn't been handled or if any other actions needed to take part on my end.I didn't find out about this not being handled til I was denied an apartment n didn't understand why and when I went into [redacted] for my rental for them to tell me I owed then 11k.So NO this has been handled correctly or remotely close and it has done nothing but affect me n the most negative manner possible. Regards, [redacted]
Regards,
[redacted]
This
is in response to your December 15, 2016, correspondence. We
have not included any personal identifying information on our
response, as you requested. We spoke with the complainant and
our insured on December 19, 2016, and resolved their concerns.
Our
insured purchased...
a policy on October 31, 2016, and selected to
enroll in automatic payments. At the time of sale, we confirmed with
the complainant that they only wanted to make the first payment and
advised that the insured would need to change the payment
information after the policy was set up if they did not want to
continue to withdraw payments from the complainant's account. We
do not have record of our insured contacting us again with new
payment information. Therefore, on November 21, 2016, we
issued a bill reflecting the December 1, 2016, scheduled payment
extraction for $93.73. On December 1, 2016, the monthly
installment was withdrawn from the account on file. The
complainant contacted us on December 5, 2016, advising he did not
authorize the payment of $93.73. He also requested his
account information to be removed from our insured’s policy and
requested a refund for the $93.73. We
regret there was a misunderstanding and we have agreed to refund the
$93.73 and we have requested a bank statement to confirm whether any
overdraft fees were incurred. Our insured has also agreed
to make a replacement payment on December 23, 2016. We
removed the complainant's account information from our insured’s
policy and no future payments will be withdrawn from their
account. If additional information is needed to close your
file, please contact Joy K[redacted] at ###-###-#### or
[redacted]. Sincerely,
Heather
M[redacted]Assistant
Vice President
April 11, 2017
Revdex.com of Metro Washington DC & Eastern Pennsylvania
[redacted] 1411 K Street NW, 10th Floor
Washington, DC 20005-3404
RE: Complaint ID: [redacted]
Geico Claim #: [redacted]
Dear [redacted]:
Thank you for your letter of April 3, 2017,...
regarding the above claim. This loss occurred on September 18, 2015. At the time of the loss, it was determined that we would be responsible for damages incurred during the accident. On September 21, 2015, a GEICO adjuster advised the insured driver of the liability resolution, and he stated that he did not want to schedule his vehicle for repairs at this time, due to the fact that he did not have his deductible available to pay.
On February 18, 2016, the insured driver called and explained that he was ready to move forward with repairs to his vehicle; however, he had recently gotten an estimate from a body shop which indicated that repairs would cost approximately $1,800.00. The GEICO adjuster explained to the insured driver that he had a $2,000 deductible, and if the estimate showed damages were under $2,000 then he would be responsible to pay for the damages out of his pocket. We further explained that if the damages were to exceed $2,000, GEICO would cover the damages that exceed $2,000. An estimate for repairs was not scheduled at that time and there was no further contact from the insured driver.
March 7, 2017, the insured owner contacted GEICO advising she had the insured vehicle repaired from the damage sustained on September 18, 2015. We requested the insured submit supporting documents for the repairs; however she insisted that GEICO schedule an appointment for the quote. An appointment was scheduled for March 23, 2017 even though the insured had had the repairs completed on March 7, 2017. GEICO was not given the opportunity to inspect the vehicle prior to these repairs and therefore was unable to verify if the repaired damages matched the facts of the September 18, 2015 loss. The insured provided invoices from [redacted]. These invoices included routine maintenance expenses, which is not covered under the policy. The estimate that the insured provided did not support repairs that matched the facts of the accident. The invoice also included maintenance expenses for oil change, tire replacement, and air filter.
In an effort to compromise, GEICO reached an agreement on April 4, 2017 with the insured. We agreed to pay $578.16. This amount represented the following: $1,088.92 from the March 23, 2017 GEICO estimate for front damages, $1,409.29 for replacement of strut and ball joints, and $79.95 for alignment. These amounts totaled $2,578.16, which, less the $2,000 deductible, left the amount paid of $578.16. The insured acknowledged that this matter had been resolved to her satisfaction.
Our file records indicate the insured called our office multiple times during the last few months. Our records also indicate call were returned within the same business day.
Should you have further questions, please contact Anna W[redacted], Claims Director, at ###-###-####.
Very truly yours,
Kim O[redacted]
Assistant Vice President - Claims
April 7, 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 5, 2017 inquiry regarding the above referenced private passenger automobile insurance policy.
[redacted] and [redacted] previously insured a 2013 [redacted] and a 2016 [redacted] under the above policy. The total six month premium of $810.50 included a multi-car discount for both vehicles. Enclosed is a copy of the renewal policy declarations that were issued on September 9, 2016 reflecting the premium breakdown for the respective vehicles.
On January 27, 2017 [redacted] contacted GEICO to request her removal from the above policy along with the 2016 [redacted] because she had obtained a separate policy of her own to insure the said vehicle. She also stated that she was no longer residing in the same household as [redacted]. The changes were processed as requested, which resulted in a revised six month premium of $486.10 to insure the remaining vehicle (2013 [redacted]). This is an increase of $79.30 per six months ($486.10 - $406.80) to insure the 2013 [redacted]. The increase was mainly due to the loss of the multi-car discount since the 2013 [redacted] is now the sole vehicle on the policy, and is therefore no longer eligible to receive the said discount. In addition, [redacted] is the only active driver listed on the policy, and is therefore no longer eligible to receive the married rate since he is currently separated from [redacted]. Enclosed is a copy of the updated policy declarations that were issued on February 4, 2017.
It is GEICO’s position that [redacted] is receiving the best rate that our company can offer him at this time based on the current underwriting factors for his policy.
Since there appears to be no valid complaint against GEICO, we ask that this be removed from our record.
If you require further assistance with this matter, please contact the undersigned at [redacted].
Very truly yours,
Brian O[redacted]
Executive Office
November 24, 2017Dear [redacted]:Thank you for your November 21, 2017 e-mail [redacted]'s complaint. Mr. N[redacted] asked that I respond on his behalf and I welcome the opportunity. [redacted] called GEICO and purchased a policy on 10/20/17. On 10/21/17, she...
called GEICO and cancelled her policy. GEICO attempted to refund her premium payment directly to her bank account on 10/25/17. The same day, the refund came back to GEICO because [redacted]'s financial institution did not accept the refund. We mailed a refund check to [redacted] on 10/26/17. GEICO placed a stop pay on that check and mailed another refund check to [redacted] on 11/15/17. We sincerely apologize [redacted] has not received her refund yet. If she has any additional questions, she can contact our 24 Hours Customer Service Department at [redacted].Sincerely, Elizabeth C. Underwriting Manager
Dear Ms. [redacted]:
Thank you for your recent inquiry. Claims Supervisor Christopher B[redacted] attempted to reach Ms. [redacted] to discuss her concerns, but was only able to leave a voicemail.
Because Ms. [redacted] started her policy with us shortly before the damage is said to have...
occurred, we are gathering additional information to independently confirm the date of loss. Once our investigation is complete, we will inform Ms. [redacted] whether or not we are able to provide coverage for the damages that she is claiming.
If you have any questions, please contact Nalini K[redacted] Claims Manager, at ###-###-####.
Sincerely,
J. Lee M[redacted] Jr.
Assistant Vice President, Claims
June 18, 2015Dear [redacted]I am writing to you in response to [redacted]’s concerns about the homeowner insurance premium.GEICO Insurance Agency, Inc. (GIAI) is a sales and service agent for [redacted] Insurance. As an agent we must abide by the rates rules and guidelines provided by the...
carrier. All rates and premiums are set by the carrier.[redacted] purchased homeowner coverage placed through [redacted] on September 9, 2014 to be effective on September 10, 2014. At the point of sale all policy coverage deductibles and the premium of $1,349 were discussed. Once the policy was bound a policy package outlining all of the terms and conditions of the policy. The package displays the annual premium of $1,349.GIAI did not have any further contact from [redacted] until May 11, 2015 when she called in about the premium. During her May 11 call the deductible was changed per her request to lower the premium. A $94 refund was sent to [redacted] for this change.[redacted] contacted GIAI on June 6, 2015 and requested to terminate the coverage. Per her request coverage was cancelled effective the same day. A pro-rated refund of $280 was returned to [redacted].As all rates are set by the carrier, GIAI does not price match or guarantee a policy premium will be lower than any other carrier. Premiums are presented based on the rates offered by a carrier for the underwriting criteria of a customer. The policy premium was generated by [redacted] and accepted by [redacted]. The annual premium was provided verbally to [redacted] and confirmed in writing.If you have additional questions or concerns, please contact me at ###-###-####.Sincerely,Jeff B
[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:
That is not what we where told there agent told us that Mr.[redacted] was covered for anything he drove at no time did they advise us if we did not ad the vehicle to the policy of Mr.[redacted] that my insurance would be the primary and the recording of the call mysteriously can't be found so not real sure how they know what was said on the call but good try on trying to discredit our complaint yet again different information from every gieco employee you speak with.
Regards,
[redacted]
November 22, 2107Case ID: [redacted]RE: [redacted]I am in receipt of your correspondence
dated November 20, 2017 regarding the above-mentioned complainant. I
am responding to your request for information as it speaks to policy
and billing concerns expressed in [redacted]’s correspondence.After...
reviewing [redacted]’s concerns, I
reached out to our service supervisor and had him contact [redacted]. He
called [redacted] and cancelled her policy flat and advised [redacted] of
her refund. He also confirmed that her old policy was cancelled
effective 11/20/2017 and sent a copy of the cancellation
confirmation. [redacted] was happy that a supervisor called her back
since she was not expecting a callback.I trust this satisfies the explanation
concerns revealed in [redacted]’s complaint.Sincerely,Carole T[redacted]GEICO Insurance Agency, Inc.
We are in receipt of [redacted]’s rejection of our August 9, 2016 response.The cancellation notice that was mailed to [redacted] on January 28, 2016 was mailed to the address listed on her declaration page. The address listed was [redacted] Raleigh NC [redacted]. Prior to the mailing of the cancellation notice, we had not been informed by [redacted] to update her address.When [redacted] reissued her policy on July 3, 2016 she informed us of her new address and her policy was updated at that time.We trust this information has been sufficient. If you have additional questions, please contact Kim G[redacted], at ###-###-####, extension [redacted].Sincerely,Andrea B[redacted]Assistant Vice President Government Employees Insurance Company
June 20, 2016 [redacted] Revdex.com of Metro Washington DC & Eastern Pennsylvania 1411 K St. NW, 10th floor Washington DC 20005-3404 VIA FACSIMILE: ###-###-#### ...
RE: [redacted] Insured: [redacted] Policy Number: [redacted] NAIC: [redacted]-GEICO General Dear Ms. [redacted]: Thank you for your recent inquiry dated June 13, 2016. I welcome the opportunity to discuss Mrs. [redacted]’s automobile policy concerns. On December 4, 2015, Mrs. [redacted] contacted GEICO to add a 2015 [redacted] to the policy. Mrs. [redacted] also advised that she and her husband were permanently living in Tennessee but still had a home in Louisiana as well. At that time, the address was updated to the Tennessee address and the 2015 [redacted] was added to the policy. Mrs. [redacted] advised that they 2011 [redacted] would remain registered in Louisiana and the 2015 [redacted] would be registered in Tennessee. She also requested that all mail still go to the Louisiana address. The policy was updated as requested. On February 22, 2016, Mrs. [redacted] contacted GEICO and advised that the state of Louisiana needed proof of coverage for the 2011 [redacted]. The agent emailed the insurance binder for the 2011 [redacted] to Mrs. [redacted] as requested. The agent also advised Mrs. [redacted] that the 2011 [redacted] would need to be re-registered in the state of Tennessee since it was now her permanent address. On March 3, 2016, Mrs. [redacted] contacted GEICO and advised that the 2011 [redacted] was now registered in the state of Tennessee. She also requested to change the mailing address to the Tennessee address. The policy was updated as Mrs. [redacted] requested. On June 13, 2016, Mrs. [redacted] contacted GEICO due to Mr. [redacted]’s Louisiana license being suspended due to a lapse in coverage on his 2011 [redacted] effective December 5, 2015. GEICO updated the Louisiana database to show continuous coverage for the 2011 [redacted] as GEICO does not indicate any lapse in coverage effective December 5, 2015. On June 17, 2016, Chelsea G[redacted] contacted Mrs. [redacted] in reference to the fines on Mr. [redacted]’s license. Mrs. [redacted] advised that she had not yet paid the fines that her husband is just unable to receive a Tennessee license. Ms. G[redacted] emailed Mrs. [redacted] the attached letter providing proof that Mr. [redacted] had continuous coverage on the 2011 [redacted] from December 5, 2015 until February 29, 2016. Ms. G[redacted] also advised Mrs. [redacted] that the Louisiana database updates would be processed on June 22, 2016, as the updates only process each Wednesday. We apologize for any inconvenience and frustration this has caused Mr. and Mrs. [redacted] and hope this information will assist you in resolving this issue. If additional information is required, please contact Chelsea G[redacted] at ###-###-####. Her office hours are Monday through Friday, 8:00 a.m. to 4:00 p.m. EST. Sincerely, Brandon T[redacted] Underwriting Manager Enclosure: Out of Force Letter ...⇄ Tell us why here...
We are in receipt of your complaint dated August 1, 2016, regarding the above-noted Consumer. We have not included any personally-identifying information in our response, as you requested. -Our insured's vehicle was stolen on November 5, 2015. We inspected the vehicle on November 16, 2015. On...
November 17, 2015, we issued a check to our insured for $200, which represented his policy limit for personal belongings stolen during a total theft of his vehicle. While our insured indicates our adjuster informed him [redacted] was not in business, [redacted] is a partner repair facility in our GEICO Auto Repair Xpress program. The adjuster who spoke to [redacted] is no longer employed by GEICO, so we are unable to obtain more information to understand the miscommunication that OCCurred.The repairs to our insured's vehicle took longer than his shop anticipated. We worked with our insured and [redacted] to complete supplemental estimates to pay for additional damages discovered as the repair progressed. Repairs were finally completed on February 22, 2016. After our insured retrieved the vehicle, he was dissatisfied with the repairs, and we issued another payment on February 29, 2016, to pay for additional repairs. Our insured remained dissatisfied with his repairs, and we suggested he return to his repair shop for diagnosis and repair,Given the continued concerns with the vehicle's repairs, and the ongoing nature of electrical problems since the loss, we agreed to consider our insured's vehicle a total loss. We reached an agreed settlement with our insured, and made payment for the value of his vehicle on August 3, 2016. Charlie S[redacted], Auto Damage Manager, contacted our insured after settlement, and confirmed that he has no lingering concerns. Since we previously paid our insured's $200 policy limit for personal belongings, we are unable to assist our insured in the payment of items stolen with his vehicle, or stolen by his repair facility.We sincerely regret any inconvenience our insured experienced during our handling of his claim. We believe this matter is now resolved. If you have any additional questions, please contact Charlie S[redacted], Auto Damage Manager, at ###-###-####, or via email at [redacted]@geico.com.Sincerely,Don R[redacted] Regional Vice President
Dear Ms. [redacted]: Thank you for your recent inquiry. Theft Supervisor Michael M[redacted] tried to reach Ms. [redacted] on October 12, 2016 to discuss her concerns but was only able to leave a message. We are still in the process of investigating Ms. [redacted]'s theft claim. Once our investigation...
is complete, if we agree to afford coverage for the loss, we will issue payment for the towing fees and the damage to the vehicle. Please be advised that the coverage limit for personal effects is $200.00; therefore, we are unable to issue any payments in excess of $200.00 for any personal items in the vehicle at the time of the theft. If you have any questions, please contact Claims Manager Michael L[redacted]. He can be reached at ###-###-####.
April 7, 2017 [redacted] Revdex.com RE: ID Number: [redacted] ...
Dear [redacted]: We received your correspondence dated March 31, 2017, regarding the above-noted complaint. As requested, we have not included any personal identifying information on our response. We have reviewed this inquiry and the factors and circumstances regarding this loss. On January 9, 2017, our policyholder reported the loss to his vehicle for engine damage which occurred on December 9, 2016. According to the customer, his serpentine belt slipped and shredded, resulting in engine failure. We believe this is a result of wear and tear. However, in an abundance of caution, we will reopen the claim to investigate the matter further. Our Claims Department will be in contact with the customer to go over the next steps of the investigation. If we can be of any further assistance, please contact Melvin I[redacted], field manager, at ###-###-####, via FAX at ###-###-####, or via e-mail at [redacted]@geico.com. Sincerely, Frank P[redacted] Assistant Vice President
My information should have been updated when I renewed my renter's insurance at my new address. I have an email from GEICO about my renter's insurance change of address.
Complaint: [redacted]
I am rejecting this response because:
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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:I do NOT want to use after-market parts in my 2015 [redacted]. It is my right to have the car restored to the exact original condition before the accident. My car didn't have aftermarket parts before the accident (and it only has less than 6k miles on it), so it is not acceptable to have aftermarket parts to replace the few-month-old parts of my car. Again, they issued the check to a certain body shop which doesn't give me much flexibility to choose another bodyshop if I want to. I want the check payable to myself and the lien holder so I can have more flexibility in dealing with any bodyshop I decide to.
Regards,
[redacted]